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De ce Customer Service School?

Customer Service School are misiunea de a contribui la cresterea valorii afacerii dumneavoastra prin:

  1. programe de training in care impartaseste cunostinte teoretice si expertiente din aria operationala;
  2. servicii de consultanta bazate pe expertiza pe care o care in industria de contact center.

In Customer Service School gasiti un partener de incredere, care pune la bataie toate resursele sale pentru a va oferi solutii relevante pentru business-ul dumneavoastra si programe de training adaptate industriei si nevoilor dumneavoastra de instruire.

Experienta noastra, de peste zece ani de activitate in industria de Customer Service, include:

  • 11 ani de experienta in managementul departamentelor de Customer Care
  • Coordonarea a 15 echipe functionale (Telesales, Customer Care, Loyalty, Retention, Back Office etc)
  • 2 ani de experienta in proiecte de Customer Experience, specifice tuturor punctelor de contact ale clientilor
  • 3 ani de experienta in livrarea de cursuri de Customer Service, Mystery Shopping si sondaje de opinie privind satisfactia clientilor
  • Consultanta in management pentru dezvoltarea strategiei de Customer Care
  • 2 proiecte majore de start-up in aria de Contact Center
  • Experienta vasta in recrutare si selectie pentru departamente precum Customer Service, Telesales si Collection

Traineri:

Marcela Stoica
Senior Management Skills Developer,
Customer Service School

Marcela Stoica is Senior Management Skills Developer within Customer Service School. She provides training and development programs and consultancy as well in contact center, customer care, and general management topics.

Marcela has 13 years of experience in contact center industry, both on strategic and operational side of the business. Her area of expertise covers business management, people management, and process management as well. Her professional career includes executive positions within Vodafone Romania, such as Director of Customer Relations for Business Market and Director of Customer Service for Consumer Market, and three international certifications.

Along her career she coordinated major projects such as building from scratch two call centers of several hundred people, the outsourcing of call center activities, the relocation of a call center, the start-up of a telephone account managers team for major accounts customers, the implementation of value based commissioning scheme for sales in customer care unit, the creation of a commissioning scheme for customer retention activities.

Her training and development expertise was build in various formal training roles (Senior Training Specialist, Training Manager) and in identifying and developing tens of leaders at all levels, while coordinating customer care departments. Marcela is certified as trainer by Zenger Miller (UK) and Learning International (UK), and has a diploma in Training Techniques and Practices issued by Seneca College of Applied Arts & Technology, Canada.

She has developed, implemented and coordinated a Mentoring Program, as part of the Future Leader Program. Marcela also has developed and implemented together with HR department an “Apprenticeship in Management” Program. As Training Manager, she has built up and put in practice a Management Development Program.

Marcela’s learning motto is: “Tell me and I'll forget; show me and I may remember; involve me and I'll understand.”

Ileana Bunescu
Master Trainer, Customer Service School

Climbing the career ladder step by step, Ileana accomplished, over the last 15 years, a top expertise in Customer Service, inserted on one of the fastest growing industry in the world: telecommunications.

Although Ileana began her career in marketing FMCG, at Colgate Palmolive, she quickly moved into Customer Service and by 1995 Ileana was the Customer Service Administrator of DHL Romania, the leading courier services provider.

Beginning with January 1997, she started her most rewarding career in Customer Operation with Vodafone Romania – Connex Romania at the time – pioneering the industry with one of the most admired brands in the country. She also developed her skills in Marketing – as Channel Marketing Manager, being responsible for the business market in Vodafone, Romania.

She developed her training and facilitation skills in the managerial positions held, supporting employee development and performance. As a result her move to Educational Industry was a natural one – starting in 2008 her collaboration with various training companies, offered her the possibility to broaden her experience even more.

Aryanna Popescu
Master Trainer Customer Service School

Since May 2007, Aryana Popescu is Consultant and Managing Partner at Interpersonal Connections and starting February 2009 she has joined Customer Service School as master trainer and consultant.

She brings more than 15 years of experience in the following areas: Leadership, Management, Human Resources and Customer Care.

All along her career path up to the present, Aryana has had the possibility to work in various competitive environments which have been of real help to her personal and professional development.

She worked in telecom industry for 8 years of which 5 years as Business Partner in Connex - Vodafone Romania and the next 3 years she was Learning & Development Manager at Orange Romania.

For another 2 years, Aryana was HR Director for Delta Distribution SRL.

Aryana is certified as:

  • consultant by Management Center of Europe, Bruxelles
  • assessor for Assessment & Development Centers, SHL Intl'
  • trainer for Achieve Global, Zenger Miller, Times Mirror, Langevin Intl'(Canada)

She is also certified in HR Management and Organizational Development by Seneca College from Canada.