{"id":96993,"date":"2013-07-02T17:16:00","date_gmt":"2013-07-02T17:16:00","guid":{"rendered":"https:\/\/bm.dev.synology.me\/?p=96993"},"modified":"2013-07-02T17:16:00","modified_gmt":"2013-07-02T17:16:00","slug":"la-34-de-ani-gestioneaza-lunar-300-000-de-apeluri-de-la-clienti","status":"publish","type":"post","link":"https:\/\/bm.dev.synology.me\/?p=96993","title":{"rendered":"La 34 de ani gestioneaz\u0103 lunar 300.000 de apeluri de la clien\u0163i"},"content":{"rendered":"

\nAna Alexe r\u0103spunde de rela\u0163iile companiei cu cei peste opt milioane de clien\u0163i \u015fi conduce o echip\u0103 de aproximativ 1.000 de angaja\u0163i ai Vodafone sau ai unor parteneri, de la oameni din call-center \u015fi p\u00e2n\u0103 la echipe de suport, echipe care urm\u0103resc \u00eencasarea facturilor \u015fi care au contact direct cu clien\u0163ii de business.<\/p>\n

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\n\u00centr-o lun\u0103 de zile sunt recep\u0163ionate cam 300.000 de apeluri de la clien\u0163i \u015fi tot at\u00e2tea sunt ini\u0163iate de Vodafone spre utilizatori. Platforma software a companiei genereaz\u0103 la fiecare sfert de or\u0103 rapoarte privind motivele pentru care sun\u0103 clien\u0163ii, iar pe de alt\u0103 parte Ana Alexe urm\u0103re\u015fte pe monitoare dedicate \u015fi evolu\u0163ia unei serii de indicatori cheie ai activit\u0103\u0163ii, cum este de exemplu timpul de a\u015fteptare al unui client p\u00e2n\u0103 la interac\u0163iunea cu un consultant. Absolvent\u0103 a Facult\u0103\u0163ii de \u015etiin\u0163e Politice din cadrul Universit\u0103\u0163ii Bucure\u015fti \u015fi a numeroase sesiuni de training \u015fi workshop-uri, Alexe \u015fi-a \u00eenceput cariera \u00een domeniul telecom \u00een urm\u0103 cu 12 ani \u00een compania cunoscut\u0103 pe atunci drept Connex.<\/p>\n

\n\u00cen prima faz\u0103 a ocupat pozi\u0163ia de consultant \u00een departamentul de rela\u0163ii cu clien\u0163ii \u015fi a evoluat de-a lungul anilor la team leader, manager customer service, director customer operations mai \u00eent\u00e2i pentru segmenul clien\u0163ilor de business \u015fi apoi pe divizia de suport, apoi timp de un an a condus departamentul customer experience al filialei Vodafone din Qatar \u015fi din octombrie 2012 a preluat \u00eentrea\u00acga divizie de customer operations. Printre realiz\u0103rile sale se num\u0103r\u0103 lansarea unui call-center dedicat clien\u0163ilor de servicii de date sau preg\u0103tirea terenului  pentru introducerea \u00een urm\u0103toarea perioad\u0103 a unei func\u0163ionalit\u0103\u0163i care s\u0103 le permit\u0103 clien\u0163ilor care sun\u0103 \u00een call-center s\u0103 aib\u0103 op\u0163iunea de a fi suna\u0163i \u00eenapoi pentru a nu fi nevoi\u0163i s\u0103 a\u015ftepte s\u0103 vorbeasc\u0103 cu un operator.FUNC\u0162IE ac\u0163ionar al Fratelli, Biutiful, Le Club, Flavours<\/p>\n

\nFUNC\u0162IE director customer operations
\nV\u00c2RST\u0102 34 de ani
\nCIFR\u0102 DE AFACERI 2012 812,1 milioane de euro
\nEBITDA 2012 302,9 milioane de euro
\nANGAJA\u0162I 3.000<\/p>\n

\n\"\"<\/a><\/p>\n

\n

\n100 de tineri manageri sau antreprenori care, la nici 40 de ani, conduc companii cu afaceri de milioane euro sunt pu\u015fi anual, \u00eenc\u0103 din 2006, \u00een lumina reflectoarelor de jurnali\u015ftii BUSINESS Magazin. Indiferent c\u0103 sunt forma\u0163i \u00een multina\u0163ionale sau au dob\u00e2ndit experien\u0163\u0103 cl\u0103dind propriile afaceri, ei sunt nu numai etalonul mediului de business rom\u00e2nesc, ci \u015fi cei care traseaz\u0103 direc\u0163iile economiei.<\/p>\n

\nBUSINESS Magazin v\u0103 prezint\u0103 a opta edi\u0163ie a catalogului 100 TINERI MANAGERI DE TOP. Catalogul este disponibil din luna mai la toate punctele de difuzarea a presei Inmedio si Relay la pretul de 35 lei.<\/p>\n

\n\"\"<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Dup\u0103 12 ani \u00een cadrul operatorului de telecomunica\u0163ii Vodafone Rom\u00e2nia, Ana Alexe a preluat la finele anului trecut pozi\u0163ia de director customer operations, devenind astfel \u015fi membru \u00een boardul companiei. <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3850],"tags":[12239,34737,14065],"class_list":["post-96993","post","type-post","status-publish","format-standard","hentry","category-lideri","tag-100-tineri-manageri-de-top","tag-ana-alexe","tag-vodafone-romania"],"_links":{"self":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/96993","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=96993"}],"version-history":[{"count":0,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=\/wp\/v2\/posts\/96993\/revisions"}],"wp:attachment":[{"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=96993"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=96993"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bm.dev.synology.me\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=96993"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}