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Constantin Brancoveanu Bld., Bucharest, Romania +
Romanian American University Bucharest Master in Business Affairs Dissertation Negotiations in International Economic Relations
Romanian American University Bucharest Economical Internal and International Financial & Banking Relations Dissertation Insurances in Terrestrial Transportations
IT Highschool Piatra Neamt Profile Mathematics IT
July present | Internal Collection Manager,
Direct responsible for performance of Internal Collection Team ~ people; Continuously monitor targeted budget and provision stock for a portfolio of Credit Cards, Consumer Loans, Overdrafts and Mortgages; Manage early and late internal collection actions up to + dpd, including prelegal and overlapping legal actions; Manage the SMS & Letters Team; Building of business requirements for the new processes and tools that require system modifications; Asses all the projects meant to improve Collection performance; Allocation of resources in order to suite business needs; Take part in negotiation of new contracts; Implementation of new collection tools; Portfolio performance monitor; Building of custom management reports; Optimize collection processes and strategies; Achievements: Maintaining a low call center turnover Increase Call Quality by %
Own Initiatives: Implementation of SMS reminders for promises to pay IVR implementation Monitor performance based on degree Implementation of EVPh Intensifying dialer campaigns in order to increase talk time New Contact Persons calling strategy Creation of a scheduling position in order to better allocate resources in shifts and monitor % of daily inactive agents Implementation of a new bonus scheme that was adopted in other countries too Overall Contribution: Contribution in defining new strategies and processes We&;ve managed to improve the performance depending on products with up to ~ % Direct contribution in achieving and exceeding a very aggressive target in provisions
EFG Retail Services
October July | Internal Collection Manager,
Direct responsible for performance of Internal Collection Team ~ people; Continuously monitor targeted budget and provision stock for a portfolio of Credit Cards, Consumer Loans and Overdrafts; Building of business requirements for the new processes and tools that require system modifications; Asses all the projects meant to improve Collection performance; Allocation of resources in order to suite business needs; Take part in negotiation of new contracts; Implementation of new collection tools; Portfolio performance monitor; Building of custom management reports; Optimize collection processes and strategies; Achievements: Successful implementation of risk based collection Decrease turnover by .% Increase Call Center efficiency by .% Employee of the month
November October | Head of Internal Collection for Credit Cards,
Direct responsible for performance of internal collection for credit cards department including EFG and Bancpost products and High risk portfolio of consumer loans; Daily coordination of a team of Supervisors and ~ indirect subordinates in order to accomplish the purposed target for the year; Implementation of new strategies, procedures and criteria for a better performance of the whole portfolio; Participating in interdepartmental projects; On request reports regarding performance of the portfolio other than the ones done by MIS department; Second level of escalation for customer issues/ complaints; Achievements: Takeover of part of consumer loans portfolio Establishing a new approach in people motivation by introducing a new bonus scheme and contests Keeping projects assign within the budget in some cases % better than forecasted overall results Keeping non performing product below budget Successful implementation of new collections tools like Dialer System
Exceeding the established targets increasing the performance with up to % , depending on product and bucket Implementing an effective working method for all the projects assigned with immediate results Own Initiatives: Implementation of Dialer System in collection in days compared with one year normal implementation Overall Contribution: Direct influence in achieving the provisions target for Credit Cards portfolio
November November | Collection Supervisor,
Daily coordination of department activities for the call center onduty shifts; Coordinating a team for achieving the desired results; Supervising of Direct reports; First level of escalation for customer issues/ complaints; Analyzing customer complaints and suspicious cases, and forwarding them to the competent departments; Permanent relationship with Customer Service and Operations teams; Organizing the team work and allocation of new tasks and responsibilities; Providing feedback and support to the direct reports for achieving the desired performance results according to the team objectives; Participating in selection process and training new employees; Monitoring of department members with respect to: working hours, attendance, holidays, activities reallocation, daily activities; Assessment of direct reports activity and establishing working plans; Direct reports evaluation and feedback; establishing development plans and observing their performance; Daily reporting and analysis on the portfolio assigned to the team; Direct responsibilities regarding Late Collection + overdue days, Inbound, Skip Tracing. Achievements: In only days I was recovering more from + dpd than the external agencies were doing in months. For this reason the accounts were taken inhouse Exceeding the established targets Own Initiatives: Creating and maintaining effective databases for work allocation and agents supervision and assessments Creation of mini teams inside my team that resulted in an increased productivity and people motivation
April November | External Agencies Monitoring Officer Liaison,
Supervising and coordinating the partner agencies in order to achieve the established target; Supervising the agents from the collection agency at its premises; Establishing individual and team productivity and performance targets at the premises of the collection agency; Monitoring daily activities at the assigned collection agency; Daily, monthly and adhoc reporting for monitoring and invoicing purposes for the agency assigned; Collaboration with the management of the collection agency for identifying the most appropriate collection strategies. Achievements: I was assigned to external agencies: for the second one the % increase in performance started to show up after only one week after I&;ve change the strategies Achieving and exceeding the standards agreed
Increase of performance for the agencies assigned by % Own Initiatives: Implementing the first risk based collection light form based on probability of payment Increased the number of payments by introducing of a new contact model that is used even today Overall Contribution: New standards were established based on my performance
October March | Collection Officer,
Contacting customers having overdue amounts and collecting outstanding debits; Negotiating payments for offering the best solution for both the customer and the company; Offering instructions regarding payment methods; Reporting of special cases to the supervisors. Major Achievements: Permanent position in top collectors, usually on first place
June October | Loan Approval Officer,
Analysis of the credit files according to the existing norms and procedures checking the accuracy of the data received from the customer, establishing the creditworthiness; Loan approval.
Remus Romania, Piatra Neamt
June September | Network Administrator,
Administration of metropolitan internet network; Conclusion and negotiation of new contracts.
Foreign Languages Driver License Skills
English Advanced, Italian Average B Project Management; Quick Learner; Leadership; Managerial skills; Teamworker; Time Management; Logical Thinking; Proactive; Leadership; Problem Solver; Creative Thinking
RBI Romanian Banking Institute / CNCFPA Professional Competence Assessor Solomon Lawrence Partners: Consumer Credit: Managing Risk and Reward :
. . . . . Planning Consumer Credit Products; Acquire the Account; Scoring Theory; Maintain the Account; Collection Strategy.
TMI training courses Management SKILLS Program modules :
. . . Managing priorities and effective communication; Change Management and Decision Making; Practical Leadership.
OVB AllFinanz : Sales and negotiations training insurance policies. Member Sectoral Committee "Finance, banking, insurance" Member of social dialogue for the introduction of new occupations in the COR and validation of occupational standards of competencebased for Banking Sector. As well I was a member in the Validation Commission for COR submission of the Collection Officer job COR . Professional Competence Assessor Collector Computer Literacy; Microsoft Office; Microsoft Excel; Microsoft Access; Microsoft PowerPoint; Microsoft Word; Microsoft Visio; Microsoft Outlook; AutoIT; Programming; Knowledge of various Dialers, Collection Systems and Banking Systems; I learn very fast any software
Professional Organizations/ Membership
Available on Request.