Eliza Gabriela Burlan

• Implemented and created a structured script and curriculum in line with the ONG's mission.
• Worked closely with the development team and organized a successful event for over 250 participants, industry experts, and patients.
• Coordinated and implemented ongoing e-learning projects to support professional development.
• Collaborated with various departments to achieve a 100% completion rate in implementing a call centre solution for volunteers to support patients.
• Participated in creating instructional strategies and impactful learning materials.
• Coordinated volunteers in the delivery of support for cancer patients.

· Guide and train Service Owners on how to effectively raise hiring requests within the tool that I manage.

· Identify the key results they need to obtain, and optimize the tool and the processes accordingly.

· Collaborate closely with the Operational and Stakeholders Management Team (Service Line Managers, Head of Practices, and Financial Leads) to ensure alignment.

· Develop comprehensive reports required in the hiring process, using the resource tracking tool.

· Create interactive and engaging presentations for stakeholders, utilizing analyzed report data.

· Collaborated with cross-functional teams to provide relevant reports for tracking resource numbers, and to implement solutions that enhanced performance.

· Support the financial team with precise data to plan budgets for the next year.

· Involved in the company's direction in creating a healthy and safe space for employees by leading initiatives as a coach and as a creator for the coaching programme 'Women in Tech'.

• Partnering with the training team to create educational content, including Lessonly modules, brief quizzes, and procedure recaps.
• Continuously seeking opportunities to enhance processes and procedures, to improve overall support quality.
• Evaluating the performance of 80 first-level support agents in alignment with our client's requirements and branding guidelines, focusing on tone of voice, adherence to procedures, communication skills, and soft skills.
• Preparing detailed performance reports for our client, Wickes, based on data gathered from trackers.
• Developing and delivering interactive presentations for agents, incorporating insights from evaluated calls, and emails.
• Conducting one-on-one meetings with agents, and organizing sessions to share best practices.
• Collaborating closely with the Operational Team (managers and team leaders) to provide feedback and ensure it is effectively communicated to agents.
• Analyzing customer feedback to offer actionable recommendations for both the management team and the client.

• Stimulating and supporting innovation, and involving team members in efforts to improve customer service.
• Ensure interdepartmental collaboration as efficiently as possible. Worked with more than 15 teams.
• Identify business opportunities by learning and understanding the communication needs of customers.
• Bring suggestions to improve the processes and procedures, and to ensure the implementation of the necessary changes, capitalizing on the feedback received.
• Assume change in an innovative way to show courage, support with a positive attitude and new ideas, get involved in working with the team, and ask for the support of the direct manager whenever needed.
• Realize the syntheses regarding the team results for MNGT (monthly, weekly).
• Present the results, prepare reports based on clearly established criteria, and present strategies to improve the customer experience.
• Fill the task with a back-up manager when needed. Here I mean setting the agenda together with the Manager, communicating the results, and procuring the reports necessary for the team's activity.
• Call the clients who scored zero on the indicator measuring the satisfaction of clients regarding the offered services, FCR (First Contact Resolution), and collect the feedback in order to send it to the departments dealing with the improvement of services, processes, and internal procedures.