Summary
Overview
Work history
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Cristina Murgu

Focsani,Romania

Summary

Strategic project management professional with track record of stakeholder management, project planning and KPI delivery. Strong understanding of business drivers and financial reporting standards. Applies in-depth knowledge and understanding of client contracts to oversee and manage projects.

Leads and manages teams for performance, quality and timeliness, quickly addressing performance gaps and risks. Works methodically and with organised approach to achieve project objectives.

Overview

16
16
years of professional experience
1
1
Certification

Work history

Operations Coordinator

Ascensos Romania
Bucuresti
08.2023 - Current
  • Negotiated contracts with outside providers to optimise customer service and minimise costs.
  • Cultivated partnerships with business leaders to coordinate and plan strategic solutions in sales and service initiatives.
  • Identified problems in the operations process and resolved in a timely manner.
  • Prepared agendas for monthly staff meetings and worked with administrative assistant to coordinate scheduling.
  • Liaised with senior management to introduce new processes and technologies.
  • Coordinated and managed project tasks to support project delivery within established budgets and timelines.
  • Fostered positive relationships with customers to maximise satisfaction, retention and experience.
  • Exceeded team goals by partnering with staff to share and implement customer service initiatives.
  • Analysed strategic, core and support processes to recommend improvements.

Team Manager

Ascensos Romania
Bucharest
01.2021 - Current
  • Developing project detailed plans and trainings to guide the team and revising based on changing needs and requirements.
  • Working effectively with relevant departments for efficient project implementation.
  • Monitoring the team performance to ensure timely delivery.
  • Adapting the training to the needs and to the interests of the project.
  • Using computer-based resources to monitor and measure participant performance.
  • Assessing strengths and weaknesses of the team and identifying areas for further development.

Team Captain

Ascensos Romania
Bucharest
12.2019 - 12.2020
  • providing support the team for the daily tasks;
  • providing coachings and training for the team;
  • organizing daily meetings for the team in order to make sure that the KPIs are accopmplished;
  • taking part in different management meetings for quality, productivity, customer experience, CSATs;
  • mantaining and documenting records of participant performance to achieve consistent training.
  • using computer-based resources to monitor and measure participant performance.

Customer service representative

Ascensos Romania
Bucharest, Romania
08.2019 - 12.2019
  • Building rapport with customers through courteous and professional communications.
  • Monitoring customer surveys and feedback to develop corrective actions for service-related issues.
  • Addressing customer service enquires quickly and accurately.
  • Assisting in fulfilment of customer orders placed in person, via email, online and by telephone.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.
  • Addressed customer service enquires quickly and accurately.
  • Maximised customer satisfaction by resolving service issues promptly.

General Director

Zaga Zaga Resort
Focsani, Romania
05.2019 - 08.2019
  • Planning and ensuring the daily functioning of the resort - pairing an training new employees - ensuring long and short term goals to continue improve the quality of the services - managing the administrative work of all departments
  • Compiling information and produced graphs to assist with financial reporting and budgetary management.
  • Cultivating work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
  • Analyzing business processes to identify strengths, weaknesses and opportunities for improvement.
  • Setting accurate budgets based on historical data and forecasted trends.
  • Coordinating strategic plans for administrative services management and optimisation to best use the resources.
  • Monitoring staff performance and developing improvement plans.
  • Set up business contracts, obtained signatures and processed paperwork.

Senior Customer Manager

Concentrix
Bucharest, Romania
12.2018 - 04.2019
  • Managing the relationship between customers and the dealers for the Benelux market - taking care of the behaviour of the dealers towards the Opel customers - promoting differ offer and discount for the Opel brand
  • Assisting customers in locating store items by taking them to item's location and making recommendations on appropriate brands based on needs.
  • Ensuredthe brand's reputation by staying polite, friendly and professional throughout interactions.
  • Handling customer complaints, listened politely and professionally to customers and found resolutions or escalated to management.

Senior customer service analyst

Concentrix
Bucharest, Romania
08.2018 - 12.2018
  • Coach and train the new employees.
  • Supervising the activity of the new employees.
  • Supervising the activity of different projects within the company.
  • Sending reports in regards with these projects on a daily basis.

International customer service analyst

Concentrix
Bucharest, Romania
05.2017 - 08.2018
  • Provide customer support in French, English and Romanian, based on the different services offered by the OnStar feature available inside the Opel/Vauxhall vehicles, including routing or remotely performing a vehicle diagnostic; - handle emergency calls, including crashes or stolen vehicles and contacting the emergecy services in a specific country when needed; - acive listen and analyze of the information given by the customers by using critical thinking and

Political Intern

European Comission
04.2016 - 06.2016
  • Judgement skills in order to provide an efficient and professional customer service; - take part in different team meetings and trainings
  • On European Affairs
  • The Romanian Parliament, Chamber of Deputies, Bucharest (Romania) - maintenance of the bilateral dialogue between similar commissions of other states' Parliaments; - attendance to the plenary sessions of the Chamber of Deputies; - case studies on the multiple actual social, economic, political European issues and also on the actual emerging security challenges inside the European borders; - translation from Romanian to English, vice-versa, from Arabic to Romanian; - the activities developed during this period encompassed the exercising of communication skills and as well as the prioritization of commitments.

Political Intern

NATO Partnerships Studies Centre
Bucharest, Romania
03.2016 - 04.2016
  • Case study on the relations among NATO member states; - analisys of possible perspectives for NATO partnerships; - reviews on NATO policies.

Professional Ballroom Dance Trainer

01.2008 - 02.2016
  • TenDances, Focsani (Bucharest) - organize professional ballroom dance courses for children and adults'; - organize competitions, shows and training camps; - coordinate the professional dance team; - arbitrate national competitions; - take part in different national and international trainings.

Education

MBA - Master of Business Administrion
2023

Master's Degree - Security and Diplomacy, Public Administration

National University of Political Studies
Bucharest
2017

Bachelor's degree - English and Arabic Language

University of Bucharest
Bucharest
2014

Alexandru Ioan Cuza" National College
2011

Skills

  • Microsoft Office tools ( Word, Excel, PowerPoint
  • Ability to work with various devices
  • Translating skills acquired by attending the Translation Theory Course (English language, 2013-2014)
  • HR and recruitment
  • Training and development
  • Analytical problem solving
  • Multilingual
  • Communication skills
  • Problem-solving
  • Corporate recruiting
  • Forecasting
  • Risk Management
  • Process improvement strategies
  • Performance Management

Accomplishments

  • Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of delivering the KPIs.
  • Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completion of Customer Satisfaction.

Languages

Romanian
First Language
Eng
Proficient
C2
French
Advanced
C1
Arabic
Intermediate
B1

Certification

  • Romanian language certificate, July 2011
  • English language certificate July 2011
  • IT Certificate, July 2011
  • The ''Introduction in International Relations'' conference, April 2013
  • The ''Islamic civilisation'' conference, April 2014
  • The ''135 years of US Diplomacy in Romania'' conference, March 2015
  • The ''Epistemological statute of the European countries'' conference, March 2015
  • The ''America's challenges, risisng China, resurging Russia'' conference, May 2015
  • The ''BREXIT: UK without the European Union'' debate, May 2015
  • The ''Norm Difussion and the EU and NATO Cyber Security Strategies'', May 2015
  • Psycho-pedagocial certificate, July 2015
  • Intensive Courses of Security and Intelligence, November 2015
  • The ''Diplomacy and Protocol'' course, March 2015
  • The ''Cyberintelligence, Cybersecurity, Cyberlaw'', conference, February 2016
  • The ''Diplomacy and protocol'' course, March 2016
  • Entrepreneurship Course and Diploma - Athena School, February 2020
  • Project Manager course and diploma - Athena School, March 2022
  • Diploma ''Femeia antreprenor'', March2024

Timeline

Operations Coordinator

Ascensos Romania
08.2023 - Current

Team Manager

Ascensos Romania
01.2021 - Current

Team Captain

Ascensos Romania
12.2019 - 12.2020

Customer service representative

Ascensos Romania
08.2019 - 12.2019

General Director

Zaga Zaga Resort
05.2019 - 08.2019

Senior Customer Manager

Concentrix
12.2018 - 04.2019

Senior customer service analyst

Concentrix
08.2018 - 12.2018

International customer service analyst

Concentrix
05.2017 - 08.2018

Political Intern

European Comission
04.2016 - 06.2016

Political Intern

NATO Partnerships Studies Centre
03.2016 - 04.2016

Professional Ballroom Dance Trainer

01.2008 - 02.2016

MBA - Master of Business Administrion

Master's Degree - Security and Diplomacy, Public Administration

National University of Political Studies

Bachelor's degree - English and Arabic Language

University of Bucharest

Alexandru Ioan Cuza" National College
Cristina Murgu