Seigean Iridon
Bucharest
Summary
Experienced Operations Team Leader with a demonstrated history of working in the customer service industry, skilled in streamlining operations and enhancing team performance. Expertise in people-oriented coaching and adaptability, leading to improvements in process efficiency and team collaboration. Proficient in process optimization and effective communication, fostering strong teamwork and driving successful transformational projects with measurable outcomes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Operations Team Leader
HP INC Romania
04.2022 - Current
- Managing operational queries and escalations, acting as the first level of support for team members, while ensuring timely resolution of process gaps and quality concerns.
- Supporting direct manager/supervisor with interview process for new hires, vacation planning, workload distribution, administrative approvals, as well as ensuring back-up coverage within the team.
- Continuously collaborate with all team members on the operational excellence, keeping metrics on track, and improve NPS scores.
- Leading regular operational and administrative team meetings and weekly 1:1s with all team members.
- Acting as first level of support for all team members on operational queries, prioritizations, technical topics and escalations.
- Keeping most of the escalations at TL level, taking necessary actions together with the team to solve issues before they become critical.
- Acting as a mentor for team members, constantly providing guidance, feedback as well as sharing best practice to enable their growth and development.
- Provide feedback to SV/manager regarding team members performance/processes/operational topics.
- Successfully organizing workload within the team by considering individual strengths and business requirements.
- Empowering each team member to come up with improvement ideas that might ease their day by day work.
- Organizing Social team meetings to build effective working relationships and improve employee's engagement.
- Successfully facilitated strong collaboration with account teams (AOM, Sales, CSSM) on customer related topics, ensuring seamless communication and cooperation.
- Good recruitment skills proved in the interviews led; candidates with great abilities have been chosen for the COS role, proving to be reliable team members.
- Successfully leading the VIA ambassadors' team for H@W Pillar, delivering both fun and educational events.
- Active involvement in transformational projects aimed at improving tools and processes.
Pricing Analyst
HP INC Romania
09.2021 - 04.2022
- Submit and process requests received from sales and Category team, ensuring the agreed time frame.
- Verify the accuracy of data in the requests and ensure precise execution of the end-to-end process for all requests.
- Authorize and release pricing quotations for the commercial and retail channel partners.
- Make sure that prices, discounts and other data and necessary approvals are in place and audit compliant.
- Adopt any upcoming process changes leading to better productivity (eg. TAT reduction).
- Develop solutions and ideas to improve process efficiency and streamline workflows.
CPQ Operations Team Leader
HP INC Romania
08.2016 - 09.2019
- Active involvement in the recruitment process, interviewing and assessing eligible candidates.
- Ensure business continuity by timely planning of leaves, holidays and back-up assignments.
- Ensure tools access and provide access to process documentation to all team members.
- Set regular team meetings to keep the team informed, review KPIs and share pain points, challenges and process changes.
- Set one on one meetings with each team member in order to review and analyze monthly performance indicators and business related topics.
- Promote collaboration and remove obstacles to teamwork.
- Ensure process compliance by ensuring that all team members consistently follow established procedures, while also ensuring an even distribution of workload across the team.
- Act as first level of support for process and technical topics for all team members.
- Provide ongoing feedback to employees for constant development/improvement. Provide feedback to Manager regarding team members and processes.
- Proactive communication with stakeholders (tool issues, process issues, delays, backlog, potential risks, etc.).
- Work together with business and compliance analysts in order to find business improvement solutions with impact in savings and headcount efficiency.
- Prepare and present metrics evolution in bi-weekly calls and engage with the countries to improve metrics.
Special Pricing Analyst
HP INC Romania
09.2015 - 08.2016
- Ensure the accurate execution of the end-to-end process for all requests, verifying data accuracy.
- Cross-check and consolidation of weekly and monthly reports on processed requests, delivering them to the Team Lead and Supervisor.
- Enhance partner and sales satisfaction by providing continuous support through email, phone, face-to-face meetings, and virtual trainings.
- Active participation in key projects, including the implementation of new processes and tools (e.g., IQ Deployment).
Customer Service Analyst
APT Resurse Umane
05.2013 - 09.2015
- Submit and process client and partner requests within the agreed time frame, ensuring data accuracy.
- Cross-check and consolidation of weekly and monthly reports on processed requests, delivering them to the Team Lead and Supervisor.
- Handle the analysis, review, and pricing approvals of products (such as desktops, notebooks, and monitors) for large commercial deals for customers in EMEA countries.
- Ensure that prices, discounts, and other necessary data and approvals are in place and compliant with audit standards.
Customer Care Assistant
DENT ESTET
01.2013 - 05.2013
- Promote products and services to current and potential customers.
- Manage subscribers invoicing and follow up on payments.
- Assist the Executive Manager in preparing offers and presentations for various companies or individuals.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or escalation purposes.
Store Administrator
Flanco Romania
10.2011 - 12.2012
- Streamlined inventory management processes for improved accuracy.
- Provided exceptional customer service at all times while addressing inquiries about products, returns or other concerns.
- Handled official documentation, including maintaining records of invoices, merchandise notices, and goods reception.
- Ensured timely processing of all requests from specialized departments and communicate the outcomes via email.
Education
Bachelor Degree - English-Spanish Specialization
Ovidius Universtity, Faculty of Letters
Constanta06.2005
Skills
- People Oriented & Coaching Skills
- Adaptability & Collaboration
- Resilience & Grit
- Ownership and Consistency
- Communication
Certification
- Leaders of Tomorrow | Class of 2023 - HP Development Program dedicated for team leaders to master their leadership skills.
- Bright Bulb Certificate - A Design Thinking Innovation Program delivered by HP CO Digital Academy.
- ADP "Excellence in Customer Orientation & Leadership" - HP Development Program.
Languages
Romanian
Native language
English
Proficient
C2
Turkish
Proficient
C2
Spanish
Upper intermediate
B2
Timeline
Customer Operations Team Leader
HP INC Romania
04.2022 - Current
Pricing Analyst
HP INC Romania
09.2021 - 04.2022
CPQ Operations Team Leader
HP INC Romania
08.2016 - 09.2019
Special Pricing Analyst
HP INC Romania
09.2015 - 08.2016
Customer Service Analyst
APT Resurse Umane
05.2013 - 09.2015
Customer Care Assistant
DENT ESTET
01.2013 - 05.2013
Store Administrator
Flanco Romania
10.2011 - 12.2012
Bachelor Degree - English-Spanish Specialization
Ovidius Universtity, Faculty of Letters
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