Ana Capra
Operations consultant
Cluj Napoca
Summary
Well developed interpersonal and customer care skills, professional and diplomatic attitude at all times, qualities achieved and improved at my previous roles, where I was always in direct contact with the customer, ensuring a courteous and efficient service. Willing to learn new concepts and take on new challenges, ability to manage own workload and portfolio, organized and responsible.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Operations Consultant - Norwegian
WebBeds Europe
01.2020 - Current
- Effectively manage clients and partners (internal and external) enquiries, complaints and issues, while keeping customer satisfaction at the core of every decision and behavior.
- Interact with customers by phone and email to provide and process information in response to their requests and concerns about our products and services.
- Manage calls effectively using strong communication techniques.
- Build customer relationship by listening actively, question appropriately and by providing update and feedback.
- Adapt to and handle changing situations and environments with ease. Resolve conflicting situations by using interpersonal skills and stress management techniques.
- Identify and resolve problems, escalating issues when necessary. Exercise financial authority within agreed limits for decision-making on booking rates and agent mark-ups.
- Negotiate effectively.
- Keep clear evidence of losses occurred due to internal reasons and report to management.
- Multitask efficiently, handling multiple priorities and tasks simultaneously (eg. receive client info over the phone while inputting and/or searching data in the system).
- Acknowledge all enquiries and requests received from partners within specified standard requirements.
- Organize and maintain data logically for easy access and reporting. Offer support, guidance and collaborate effectively with team members.
Full Time Parenting
Career Break
07.2022 - 06.2024
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills.
- Proven ability to adapt and work under stressful new situations.
Accounts Receivable Senior Process Associate-English
Genpact
06.2019 - 12.2020
- Download bank statement from banking portal and upload data in the SAP system.
- Manual posting and booking of received payments.
- Cash application. Negotiation.
- Investigation of open and cleared items on customers account and allocation of received payments.
- Inform business unit colleagues in regards to received advance payments so they can process held orders.
Customer Support Representative Norwegian
Arvato CRM Solutions Iberia & LATAM
10.2016 - 02.2019
- Handle inbound calls from customers, provide them with education and technical support on the Microsoft software they have purchased, manage complaints and ensure documenting their accounts in our database.
- Help and answer to the customer's technical issue through identification of the problem itself, researching for appropriate solution and troubleshooting it.
- Walk customers through the process of installing the Microsoft software on their machines and starting up the program for the first time.
- Guide customer to troubleshoot issues they encounter while using the software or issues emerged after a software update and provide tips to resolve the problem.
- Assume remote control over customer's computer when necessary to resolve problems with their software.
- Follow up with customer in order to confirm issue resolution or if further support still required.
- Refer difficult cases to second level technical analyst.
- Serve customers courteously and efficiently, ensuring the highest standards of customer service are met at all times.
Accounts Receivable Specialist Norwegian
Emerson Automation Solutions
10.2010 - 09.2016
- Responsible with Accounts Receivables activity and results for the assigned portfolio of customers.
- Ensuring maximum cash flow through timely and effective cash debt collection, dispute management, customer payment terms and daily held orders.
- Conducting month-end reporting and aged dept analysis, account reconciliations.
- Engage with internal and external customer early in the negotiation process to facilitate receivable friendly agreements on large contracts.
- Perform collection of amounts due to company on the accounts receivable ledgers in accordance with established targets and strategies while maintaining/building long term commercial relationship.
- Highlight any concerns of potential bad debts in a timely manner and work in partnership with Sales and Risk departments in order to ensure objectives are met for all involved departments.
- Review customer credit facilities/terms in collaboration with Risk team to maximize profitable sales and minimize risk in accordance with credit policy.
- Provide 1st line resolution for customer discrepancies and escalate accordingly within the organization + take initiatives across the quote to cash process to prevent reoccurrence of such discrepancies.
- Aged debt analysis within month end reporting.
Customer Service Representative Norwegian
Netex Consulting
12.2009 - 11.2010
- Handle inbound calls from customers, answer their questions and provide information on company's services, offers, prices.
- Guide customers to place their order online or place it for them if required.
- Process through the system the orders already placed by the customers themselves.
- Follow up with customers by email in order to keep them updated on the status of their orders.
- Contact customer via email or phone in order to obtain payment proofs for the orders they have placed, register these payment proofs in our database.
- Update the customers account in the database and register details after every contact had with them.
- Escalate problems that are unable to be resolved on the spot to the proper/responsible department.
Education
Philology - English - Norwegian
Faculty of Letters, Babes Bolyai University
01.2006 - 01.2009
Bacalaureat - Filologie
Grup Scolar Grigore Moisil
01.2002 - 01.2006
Skills
- Cash Application
- Technical Support
- Customer Service
- Microsoft Products
- Accounts Receivable (AR)
- Order Management
- Credit risk
- Invoicing
Personal Information
- Date of Birth: 06/21/87
- Gender: Female
- Nationality: Romanian
- Marital Status: Married
Timeline
Full Time Parenting
Career Break
07.2022 - 06.2024
Operations Consultant - Norwegian
WebBeds Europe
01.2020 - Current
Accounts Receivable Senior Process Associate-English
Genpact
06.2019 - 12.2020
Customer Support Representative Norwegian
Arvato CRM Solutions Iberia & LATAM
10.2016 - 02.2019
Accounts Receivable Specialist Norwegian
Emerson Automation Solutions
10.2010 - 09.2016
Customer Service Representative Norwegian
Netex Consulting
12.2009 - 11.2010
Philology - English - Norwegian
Faculty of Letters, Babes Bolyai University
01.2006 - 01.2009
Bacalaureat - Filologie
Grup Scolar Grigore Moisil
01.2002 - 01.2006
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