Renata Tunaru

In collaboration with the management team, we successfully addressed human resources-related challenges, enhanced employee retention, and boosted productivity levels. By strictly adhering to the organization's policies, we advocated for equitable disciplinary actions. Furthermore, through the implementation of superior management strategies, we achieved significant improvements in both productivity and the development of our workforce. Guided leaders and employees on company policies, programs and benefits

Assisted managerial teams in addressing Human Resources challenges, thereby ensuring alignment with organizational values and policies, which consequently led to an improvement in employee retention and productivity. Engaged in cooperation with senior management to guarantee compliance with company regulations and the Maritime Labour Convention (MLC) guidelines, thereby advocating for equitable disciplinary actions. Executed toptier management methodologies, thereby augmenting team efficiency and fostering professional advancement.

I am responsible for the organization and delivery of various training activities onboard, including product and service training, soft skills' development, English language instruction, and e-learning support. My role involves identifying ongoing training needs through monthly meetings with stakeholders, Department and Executive Development (D&E) sessions, and by observing daily operations. I proactively recommend training actions and coordinate the organization, delivery, and scheduling of both online and classroom-based training sessions, ensuring they are completed within the designated deadlines and meet the set targets. In addition, I oversee the mentoring process to enhance the crew's experience and support the smooth operation of the ship. I serve as a business partner, consistently analyzing the company's key Performance Indicators (KPIs) such as onboard Revenue, Net Promoter Score, and other business metrics to inform training recommendations or follow-up measures based on the training program's outcomes. Furthermore, I act as a training consultant for onboard managers, aiming to empower their training abilities and improve the effectiveness of their on-the-job training.

Ensure all team members are well-informed about Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) that are being delivered. Develop action plans, provide coaching and mentoring to team members, foster talent development, organize career paths, and conduct meetings with team members. It's crucial to monitor and report key performance indicators on a monthly basis, ensuring deadlines are met. Additionally, identify the root causes of low performance and implement necessary remediation actions.

As a Customer Internet of Things (CIoT) trainer, my role was to cultivate the skills and knowledge of employees. I provided comprehensive training and shared my expertise in motivating others to design effective training programs and conduct seminars, workshops, and individual training sessions. My responsibilities included preparing educational materials, supporting and mentoring new employees, monitoring employee performance, and evaluating their response to training. Additionally, I involved myself in traveling to deliver training in new Vodafone markets for CIoT, participating in international training sessions, and collaborating with managers to identify training needs. In summary, my ultimate goal as a trainer was to enhance efficiency and gain a competitive edge by developing the skills of our personnel.

I successfully managed a team of 10 agents, delivering outstanding results for both the department and the company. By utilizing reports and ticketing tools, I ensured that the level of service remained within the specified parameters. Additionally, I continuously monitored performance, provided coaching and mentorship to the team.

Resolving customer issues and troubleshooting are fundamental tasks of a Customer Care Advisor. In my role as a senior Customer Care Advisor, I had the opportunity to engage in various projects, including coaching and managing the back office. Through coaching, I was able to assist in the growth and mentorship of some of the company's most successful Customer Care Advisors, as well as top performers and individuals who transitioned into new positions. I feel a strong connection to the company and am confident that I have contributed positively to its values and success.

Through hard work and dedication, I have advanced in my career in technical projects. Within my first year, I solidified my position, especially since the project involved troubleshooting for a P.O.S system at Lottomatica, a technical challenge that allowed me to develop and contribute more effectively to both the team and the company. Additionally, I took on the role of a senior adviser, where my responsibilities included coaching and mentoring, overseeing practices, scheduling appointments for over 50 individuals, and performing similar tasks.

Interacting directly with clients, ensuring their needs are met with care and respect, facilitated skill development. Valuable experience gained includes successful interaction with individuals from diverse backgrounds and cultures.

Provided technical support over the phone, addressing customer browsing and internet issues. Despite a short tenure, this initial job was valuable for gaining foundational customer service skills that would benefit future professional growth and experiences in the field.

Basic customer care skills have helped me develop the ability to interact with diverse individuals, ensuring that all are treated with care and respect.