{"id":226543,"date":"2024-05-09T10:13:20","date_gmt":"2024-05-09T10:13:20","guid":{"rendered":"https:\/\/bm.dev.synology.me\/?p=226543"},"modified":"2024-05-09T10:13:20","modified_gmt":"2024-05-09T10:13:20","slug":"100-cele-mai-puternice-femei-din-business-ana-maria-popa-director-customer-operations-vodafone-romania","status":"publish","type":"post","link":"https:\/\/bm.dev.synology.me\/?p=226543","title":{"rendered":"100 Cele mai puternice femei din business. Ana-Maria Popa, Director Customer Operations, Vodafone Rom\u00e2nia"},"content":{"rendered":"<p style=\"text-align: center;\">\n<strong>Cifra de afaceri (2022): 4,69 mld. lei; <\/strong><\/p>\n<p style=\"text-align: center;\">\n<strong>Num\u0103r mediu de angaja\u0163i (2022): 2.970<\/strong><\/p>\n<hr \/>\n<p>\nAna-Maria Popa este director al departamentului Customer Operations al Vodafone \u015fi are o experien\u0163\u0103 de peste 19 ani \u00een companii multina\u0163ionale \u00een roluri de management locale \u015fi interna\u0163ionale, \u00een sistemul bancar \u015fi telecom, activ\u00e2nd \u00een arii precum transformarea digital\u0103, automatizarea proceselor, transformare Agile, experien\u0163a clien\u0163ilor, transformarea canalelor de v\u00e2nzare la distan\u0163\u0103, opera\u0163iuni de call center, management de proiect, fraud\u0103 \u015fi managementul riscului.<br \/>\nEste de 9 ani parte a echipei Vodafone \u2013 7 ani \u00een Rom\u00e2nia \u015fi 2 ani \u00een Vodafone Qatar \u2013, iar \u00een acest moment coordoneaz\u0103 peste 1100 de oameni c\u0103rora li se adaug\u0103 al\u0163i 500 de colegi din zona de parteneriate.<\/p>\n<hr \/>\n<p>\n<img decoding=\"async\" alt=\"\" src=\"http:\/\/storage0.dms.mpinteractiv.ro\/media\/401\/341\/5539\/22366174\/91\/20-de-ani.jpg?height=157&#038;width=100\" style=\"width: 100px; height: 157px; margin: 10px; float: right;\" \/>\u25ba Acum 20 de ani nu aveam o direc\u0163ie clar\u0103, abia ce m\u0103 angajasem \u00een sistemul bancar \u00een zona de call center \/ opera\u0163iuni, nu \u015ftiam ce tehnic\u0103 s\u0103 folosesc pentru a m\u0103 \u00een\u0163elege pe mine mai bine \u015fi ce \u00eemi doresc, dar ce am \u015ftiut de atunci a fost c\u0103 voiam s\u0103 \u00eenv\u0103\u0163, s\u0103 cresc, s\u0103 contribui \u015fi s\u0103 fiu implicat\u0103 \u00een schimb\u0103rile care erau pe cale s\u0103 se \u00eent\u00e2mple.<br \/>\nCuriozitatea, atrac\u0163ia c\u0103tre tehnologie \u015fi colaborarea cu oamenii din jurul meu au f\u0103cut ca aspira\u0163iile s\u0103 se concretizeze pe m\u0103sur\u0103 ce evolu\u0163ia mea personal\u0103 \u015fi profesional\u0103 avea loc. Pentru mine, personal, s\u0103 nu am claritate \u00eenc\u0103 de la \u00eenceput de drum a deschis calea spre explorare \u015fi testare, iar, ulterior, spre concretizare.<br \/>\nDac\u0103 m\u0103 uit \u00eenapoi, se aplic\u0103 \u00een continuare ce am \u015ftiut c\u0103 vreau \u2013&nbsp; s\u0103 \u00eenv\u0103\u0163, s\u0103 cresc, s\u0103 contribui \u015fi s\u0103 fiu parte din schimb\u0103ri.&nbsp; S-a ad\u0103ugat \u00een timp dorin\u0163a de a-i inspira pe ceilal\u0163i \u015fi de a m\u0103 l\u0103sa inspirat\u0103 la r\u00e2ndul meu.<\/p>\n<p>\n\u25ba Destul de devreme mi-am dat seama c\u0103 eu influen\u0163ez realitatea, c\u0103 depinde mai mult de mine dec\u00e2t de factorii externi s\u0103 progresez \u015fi s\u0103 ob\u0163in ceea ce \u00eemi doresc. Curiozitatea \u015fi orientarea c\u0103tre rezultat au f\u0103cut ca schimb\u0103rile s\u0103 fie v\u0103zute de mine ca oportunit\u0103\u0163i. Pentru mine confortul \u00eensemn\u0103 s\u0103 fiu implicat\u0103 \u00een transform\u0103ri, pentru c\u0103 \u00eemi d\u0103 energie, m\u0103 motiveaz\u0103 \u015fi pot s\u0103 \u00eei inspir \u015fi pe cei din jurul meu s\u0103 adere. Am lucrat 11 ani \u00een sectorul bancar. Am decis s\u0103 schimb, s\u0103 \u00eenv\u0103\u0163 ceva nou, intr\u00e2nd \u00een industria de telecom, care m-a fascinat prin dinamism. Ulterior, am profitat c\u00e2nd mi s-a ivit o oportunitate de experien\u0163\u0103 profesional\u0103 interna\u0163ional\u0103 despre care cred \u00een continuarea c\u0103 a fost o decizie bun\u0103 pentru c\u0103 \u00eenv\u0103\u0163area nu a fost doar \u00een plan profesional, ci \u015fi cultural \u015fi social.<br \/>\nAbilitatea de adaptare a fost cheia \u00een tot acest parcurs \u015fi este unul dintre lucrurile pe care le transmit \u015fi fetelor mele, pentru a le ajuta s\u0103 navigheze mai u\u015for \u00eentr-o lume \u00een continu\u0103 \u015fi accelerat\u0103 schimbare.<\/p>\n<p>\n\u25ba \u00cen urm\u0103torii 20 de ani, ne a\u015ftept\u0103m la o transformare semnificativ\u0103 \u00een industria noastr\u0103, influen\u0163at\u0103 de evolu\u0163ia tehnologiei, de inteligen\u0163a artificial\u0103 \u015fi impulsionat\u0103 de nevoile \u015fi preferin\u0163ele \u00een continu\u0103 schimbare ale clien\u0163ilor. Viziunea noastr\u0103 se extinde dincolo de simpla implementare a tehnologiilor emergente, iar majoritatea deciziilor de business pe care le lu\u0103m contribuie la crearea unei culturi organiza\u0163ionale axate pe inova\u0163ie \u015fi adaptabilitate. \u015ei tocmai pentru c\u0103 facem pa\u015fi mari \u00een ceea ce prive\u015fte integrarea inteligen\u0163ei artificiale \u015fi a automatiz\u0103rii \u00een foarte multe aspecte care \u0163in de business-ul Vodafone, unele dintre cele mai relevante exemple referitoare la schimb\u0103rile viitoare sunt legate chiar de experien\u0163a oferit\u0103 clien\u0163ilor no\u015ftri.<br \/>\nAI si Gen Ai vor avea o contribu\u0163ie semnificativ\u0103 \u00een eficientizarea sarcinilor colegilor agen\u0163i din zona de customer support. Un agent din call center, spre exemplu, se \u00eent\u00e2lne\u015fte cu c\u00e2teva sute de scenarii \u00een care un client se poate afla, iar solu\u0163ionarea este diferit\u0103 \u00een func\u0163ie de problema identificat\u0103. Cantitatea informa\u0163iilor care trebuie asimilate este considerabil\u0103, iar AI poate completa sprijinul oferit de operatori. AI ne ajut\u0103 s\u0103 oferim asisten\u0163\u0103 personalizat\u0103 \u00een func\u0163ie de istoricul de cump\u0103r\u0103turi al clientului, de exemplu. \u00cen plus, permite automatizarea interac\u0163iunilor repetitive (r\u0103spunsul la FAQ, procesarea comenzilor etc.). Interac\u0163iunile cu chatbotul vor fi mult mai relevante pentru client, r\u0103spunsurile oferite vor fi precise \u015fi contextuale, conversa\u0163iile naturale, iar feedbackul ne va da informa\u0163ii despre gradul de satisfac\u0163ie a clien\u0163ilor \u00een interac\u0163iunile avute.<br \/>\nFire\u015fte, ne angaj\u0103m s\u0103 fim un partener activ \u00een preg\u0103tirea colegilor no\u015ftri pentru locurile de munc\u0103 ale viitorului \u015fi s\u0103 folosim responsabil poten\u0163ialul AI. Totodat\u0103, este important s\u0103 p\u0103str\u0103m un echilibru \u00eentre astfel de tehnologii \u015fi interac\u0163iunile umane, pentru a asigura o experien\u0163\u0103 autentic\u0103 clien\u0163ilor no\u015ftri. Nu \u00een ultimul r\u00e2nd, este important de men\u0163ionat \u015fi faptul c\u0103 inteligen\u0163a artificial\u0103 nu va pune \u00een pericol slujbele colegilor no\u015ftri responsabili de interac\u0163iunea cu clien\u0163ii, ci doar va veni \u00een ajutorul acestora.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cifra de afaceri (2022): 4,69 mld. lei; Num\u0103r mediu de angaja\u0163i (2022): 2.970 Ana-Maria Popa este director al departamentului Customer Operations al Vodafone \u015fi are o experien\u0163\u0103 de peste 19 ani \u00een companii multina\u0163ionale \u00een roluri de management locale \u015fi interna\u0163ionale, \u00een sistemul bancar \u015fi telecom, activ\u00e2nd \u00een arii precum transformarea digital\u0103, automatizarea proceselor, transformare [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[511,571],"tags":[27301,49775,14065],"class_list":["post-226543","post","type-post","status-publish","format-standard","hentry","category-afaceri","category-business-hi-tech","tag-100-cele-mai-puternice-femei-din-business","tag-ana-maria-popa","tag-vodafone-romania"],"_links":{"self":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/226543","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=226543"}],"version-history":[{"count":0,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/226543\/revisions"}],"wp:attachment":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=226543"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=226543"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=226543"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}