Georgiana Gherghisan

Responsibilities:

Setting up and improving legal tech tools, by building and refining systems to help businesses automate their contract creation, configuring contract management systems to help all areas of their organization streamline their legal work.

Achievements:

Upon Syke Legal Engineering Limited being acquired by Consilio, I have continued to support legal teams globally, with the design, troubleshooting, and implementation of technology as it relates to legal processes.

Responsibilities:

Applying technology to streamline workflows, automate tasks, and cut costs within the legal departments of several companies worldwide

Achievements:

Designing, configuring and using technology by continuing to master technical expertise in several document automation tools, such as:

• ContractExpress
• HighQ
• DocuSign

Responsibilities:

• Leading a team of Legal Technology Solutions Analysts to provide support globally, via various channels and ticketing systems to internal lawyers and clients within agreed SLA, whilst handling Hands-on Team Management day-to-day duties and activities.
• Providing technical leadership to operational staff for supported Legal Technology solutions within the Advanced Delivery & Solutions department by ensuring that services are effectively delivered in line with the business needs.
• Managing the resources, structures and processes necessary to support current and anticipated demand, by setting and monitoring progress against team objectives and targets, including billable hour targets/revenue generation.
• Determining, documenting and agreeing requirements with Project Delivery teams for new services to enable effective Service Transition.
• Working with vendors to design solutions, troubleshoot issues and resolve client queries, as well as creating feature specifications for development teams.
• Coordinating technical implementation projects and of agile methodologies, including assisting with the transition of new technologies into operational support, defining support and system maintenance processes and practices.

Achievements:

• I have designed and implemented an internal Knowledge base tool as a self-service repository in order to store easily retrievable information about supported products, internal processes and several various support templates and materials for the wider Technology Solutions Support team within the Advanced & Delivery Solutions, with the main focus on increasing team's overall productivity and efficiency.

Responsibilities:

• Supporting and using document automation and electronic signature technology (e.g. Contract Express, Avvoka, DocuSign) and web based applications, in particular online datarooms (e.g. HighQ, Legatics).
• Contributing to pre-project evaluations and providing document automation time estimations for document automation projects.
• Providing training and technical support to lawyers and clients on automation and troubleshooting.
• Testing author output and template quality assurance for automated documents, following best practice governance.
• Creating, supporting and maintaining automated document templates and deal management portals.
• Advising clients on how to best use and configure automation systems to help meet their needs.

Achievements:

• I have identified areas of improvement in terms of self-development within the Legal Technology Support team, which later developed into an effective Cross-skill plan across the wider Legal Tech department. This new concept enables analysts to expand their set of aptitudes both individually and as team, bringing value to the level of support offered to our clients.
• I have been actively involved in the implementation of a new document automation tool across the firm, for which I have provided Subject Matter expertise across the organisation, by liaising with the Vendor/Developers, the Project Management and the Stakeholders teams.

Responsibilities:

• Managing a multilingual team in multiple channels (Social Media | Forum | E-mail) to deliver all services to target for the Microsoft contract within the Concentrix's Maysfield site in Belfast.
• Channel Manager and Incentive Programme Lead, responsible for the day-to-day People/Workflow/Workload/Service Delivery Management.
• Actively and consistently supporting all efforts to simplify and enhance the customer experience to insure the forecasts are accurate given recent results, trends in contact volume and average handling time, as well as site level staffing attainment.
• Beside Real Time Management, One to One monthly evaluations, Coaching sessions, Absence Management, I was also responsible for Human Resources related duties, such as Duty of Care/Formal hearings meetings, including deciding outcomes.

Achievements:

• Within one year, I have consistently met all targets - both team's and mine. I reduced Attrition from 8% to 0% in 6 consecutive months, by effectively engaging with the team and being consistent and reliable.
• Improved team's performance and workflow processes in order to increase the SLA from 70% to 98% during my (6 month) probation period.
• Conceived and initiated new Management and Operations tools that improved communication, performance measurements and job satisfaction, by proactively engaging, educating and coaching the team members. I have increased visibility and created development opportunities in terms of up-skills and accountability amongst my team. I constantly promoted a positive mindset, focused on growth, by encouraging and supporting the team members in creating a profile within the company, whilst working effectively as a team. This approach has helped me to improve the results of my team's Employee Satisfaction Survey from 60% to 95% in two quarters.
• Structured and implemented Zendesk as new CRM software tool across the contract, by working closely with the Vendor Technical Lead and the Zendesk Development team, after an instinctual analysis of how the tool can be customised and best automated for the contract's needs.
• Designed and implemented a process for encouraging all the staff to exercise their creativity and to express their constructive opinions in a SWOT analysis format – which was referring to a variety of efforts that the business makes to solicit and utilise input from the employees, in hopes of improving product quality, workplace efficiency, customer service standards and in achieving cost savings. I have created a unique source for gathering feedback and suggestions by enabling everyone in the Microsoft contract to have full visibility of the new tool.

Responsibilities:

Delivering technical support for software troubleshooting in multiple channels (Social Media/ Forum/E-mail), for several products developed by Microsoft Corporation.

Achievements:

I have planned and prioritised workload for a team of 20 at my own accord, by focusing on communication, professionalism, empathy, product knowledge, and problem solving whilst meeting SLAs for the Italian market.

Responsibilities:

Delivering online translation in Romanian, English and Italian, for medical, legal, financial, technical and business projects.

Achievements:

This experience has given me the chance to get familiar with Office 365 and to broaden my methodological thinking.

Responsibilities:

Preparing a variety of foods and beverages | Nurturing and developing all team members to fullest potential | Cash Management | Coordinating Shift Activities | Monitoring equipment and supplies.

Achievements:

I have trained and assisted new hires and implemented the concept of latte art in Birmingham's busiest Caffè Nero coffee shop at the time (Lower Temple Street) as a new 'must' in the coffee shop industry, which brought in more coffee connoisseurs and was highly appreciated and recognised by the Area Manager at the time.

Responsibilities:

This was a project that my sister and I started together: a small coffee shop in the capital of Romania, as we wanted to create something authentic and different to what was already available on the Romanian Market. I was in charge with setting everything from scratch in terms of stock control, monitoring supplies, relationships with our suppliers when it came down to raw materials and services.

Achievements:

I was looking after the administrative side of the business and focusing at the same time on Marketing and PR activities, such as promoting the business online and offline, interviews, blogging materials on various 'world of coffee' topics, networking locally and worldwide with coffee professionals. This experience had a huge impact on developing my Management skills, as I was constantly faced with the specific challenges of a start-up company.

Responsibilities:

Offering Social, Welfare and Education Services Support for elderly people who were undergoing cognitive and behavioural therapy at Benincasa Nursing Home.

Achievements:

This emotionally rewarding experience has helped me to develop and acknowledge relationship-building and motivational skills, by strongly observing, analysing and listening while dealing with very challenging behaviour, through empathy and resilience. I have studied and developed a very deep understanding of the principles and practices involved in mental health care in order to enhance social functioning and overall mental well-being of people.