Florentina Carstoiu

Selected Contributions:
• Managing the entire transition lifecycle, from the granularities of initiation to the strategic moves of planning, execution and closure once the handover to operational teams is completed
• Develop and implement a comprehensive transition strategy that details tasks, timelines, and resource allocation while ensuring minimal disruption to daily operations
• Collaborate and coordinate effectively between internal departments and multiple vendors to ensure alignment and maintain clear communication with both internal and external stakeholders while making sure the transition process ran smoothly
• Steering project execution to meet rigorous deadlines while maintaining scope boundaries and controlling budget adherence
• Spearhead new clients and project launches, overseeing activities such as budgeting, contractual compliance and alignment, data harvesting
• Streamlined the handover process to operation teams and ensured compliance with industry regulations and best practices throughout the transition process
• Recognize and capitalize on opportunities for upselling and cross-selling within established client relationships to enhance revenue streams and provide customized solutions that address the changing needs of clients.
Key Achievements
• Orchestrated a comprehensive transition strategy tailored to customer requirements, successfully launching over 15 projects within a six-month timeframe
• Implemented proactive risk identification strategies, mitigating potential issues early in the transition phase, ensuring 95% project delivery within agreed timelines
• Played a key role in presales activities, securing a $1.6mil contract
• Led a key transformation project that implemented a self-service portal, enabling clients to bypass helpdesk and management layers, thereby enhancing their visibility and control over their assets

Selected Contributions:

· Taking over risk account and improving client satisfaction/NPS score

· Monitoring Progress as well as Quality and Satisfaction – constant communication with the stakeholders throughout Weekly, Monthly and Quarterly meetings (on-line or face to face)

· Reporting: expanding focus on analytics by implementing automated reports aiming to provide clearer data to both internal and external stakeholders

· Process redesign and align with company standards (BCP & BIA; BBPs and SOPs)

· Identifying, preparing and presenting profit generating opportunities to both internal and external stakeholders

· Delivered projects: Chat with live translation; E-mail Customer Survey; Automated SLA calculation method (CA Technologies); SNOW Portal implementation; SNOW and SharePoint transition

· Increased profit gross margins: almost 40% increase average 2020-2021

· Design and execute project plans to optimize existing client relationships in association with senior management

· New project launch (kick-off meetings, budgeting and invoicing, initial data harvesting, provisioning)

· Vendor management: executing contracts and rates negotiations with regional partners supporting key areas of the account

· Commercial component: active involvement in drafting, approving, and finalizing MSA, SOW and COS documents

· Support sales team strategy through the RFP and transition process

· Successful service recovery for assigned accounts within Digital Health Services portfolio

· Consultative selling for current and prospective customers – increase current portfolio by adding new logos to our company profile

Key Responsibilities

Business continuity:

· Agreeing project objectives and representing the client's and organization’s interests

· Creating and implementing project plans and execution

· Making sure that all the aims and quality standards of the project are met: contractual Key Performance Indicator (KPI) and Service Level Agreements (SLA)

· Acknowledging when certain strategies aren’t effective and implementing change of plans

· Creating and Managing the project's SharePoint

· Delivering and organizing monthly and quarterly executive meetings for internal and external stakeholders

Business analysis:

· Performing Functional Analysis (processes defined for ISO certification and required by Scope of Work/Change of Scope), Improvement analysis (identify improvement areas, processes and procedures periodic review, customer satisfaction survey) and Impact analysis: Business Impact Analysis (BIA), Business Continuity Plan (BCP), carrying out risk assessment

· Staff forecasting based on business volumes and project growth

· Internal and external reporting (creating and customizing SAP and SalesForce reports)

People management:

· Organizing the active resources working on the project: managing the global dedicated team (Manila, Bucharest) and the shared team (Bucharest, Sibiu, Lisbon)

· Encouraging contributions and input from team members and other key stake holders on the project and acknowledge efforts made by team members and reward them accordingly

Key Responsibilities

Project management

· Assisting the Service Delivery Manager in running day-to-day business

· Identifying and implementing process improvement initiatives in conjunction with manager and team;

· Acting as a single point of contact for client issues

· Actively participating in the market meetings

· Assist developing and implementing new products according to the business needs

· Building and presenting reports in regards to the team and project activity (weekly or according to the business needs)

People management

· Supporting the technicians in order to ensure that the highest standards of customer service are achieved

· Evaluating and developing team members through remote and side by side call quality monitoring;

· Performing one on ones with technical support staff;

· Supporting the team members in case of problems or escalation; being the first point of referral for escalated queries or problems with the infrastructure, network or systems

· Ensuring procedures are followed in accordance with quality standards and work instructions;

· Participating in the recruitment process

Key Responsibilities

Team Support Activities

· Providing assistance to the team on demand while also monitoring the team’s activity

· Providing consistent feedback in regard to the team's activity and training needs to the manager

· Conducting call monitoring for 1st level help desk agents.

· Handling supervisor calls when requested by the customer and initiate them if the situation requires it

· Acting as duty Team Leader when needed

Training & Knowledge Activities

· Providing refreshment trainings and developing training and support materials for the team

· Developing documentation for specific products within the project

· Organizing and delivering training sessions

· Providing feedback and coaching sessions directly with the team members

Key Responsibilities

· Providing client specific product/software/network support to travel agencies and airlines customers within US and Canada markets by handling incoming phone calls, web-submits and emails

· Help travel agents regarding Apollo GDS system issues.

· Maintain contact with the airlines to solve specific GDS problems.