Florentina Dan

Monitored operational performance data and drive service providers and operational teams to ensure contracted service levels are attained & improved upon. Pro-actively tracked and managed service levels, with the primary focus on prevention of failures and implement corrective actions when necessary. Worked with product owners and project managers to understand the service management requirements for proposed new services and drive 'shift left' activities. Accountable for all aspects of service provider(s) performance management for the department, including problem escalation and SLA management. Tracked escalated performance issues and disputes with Service Providers and facilitated resolution. Drove the service provider continual improvement processes, ensuring that the anticipated value and benefits from the relationships and associated contracts were obtained. Contributed to the enhancement of the defined frameworks (processes, service catalogue, SLA's/KPI's, reporting) with the Governance counterparts to continuously improve the operational delivery and ensure appliance of the framework in the department. Coached the team in my department (Project Managers, Product Owners) in Service Management processes and framework in order to ensure adoption.

McAfee & Symantec Anti-Virus service delivery management for Thales Group. Ensuring operational delivery in accordance with SLAs and KPIs. Planning, getting approvals and ensure communication with customer representatives. Being the SPOC in case of escalations & major incidents Identify and manage all required resources for change planning and execution including testing, approval and back-out plans. Incident Management & Change Management, Project Management, Problem Management activities.

SAP Basis Service Management for Safran. Ensuring operational delivery in accordance with SLAs and KPIs. Planning, getting approvals and ensure communication with customer representatives. Being the SPOC in case of escalations & major incidents Identify and manage all required resources for change planning and execution including testing, approval and back-out plans. Incident Management & Change Management activities.

External Communication – developed and updated the data base of regional and local mass-media representatives; nurtured and maintained work relationships with local and regional mass-media; received and processed press requests from local and regional mass-media; collected necessary information in order to issue press releases; coordinated local and regional external events (corporate responsibility events), media interviews for local and regional mass-media, press conferences; provided assistance for reports and overviews for presentations to the top management; gave statements to local and regional televisions and radios; coordinated crisis situations at regional and local level in terms of communication with the mass-media; responsible for daily reports of all national, regional and local mass-media concerning the energy market; developed and maintained work relationships with representatives of local and regional collaborating authorities(Town Hall, Inspectorate of Emergency Situations, County Council and others), coordinated press tours. Internal Communication – coordinated and organized local and regional internal events (branch tours, company – related celebration events); delivered speeches, presentations and articles; collected information on local and regional level for specific internal communication materials (internal newsletters, internal flyers and internal newspaper); developed and implemented internal communication strategies on local and regional level.

Provided assistance to Head of Customer Care Centres in Western Region; organized meetings; prioritized files and tasks; typed and proof-read letters; managed office supplies; coached less experienced sales agents on new processes and IT report tools; managed incoming and outgoing correspondence; kept track of work assigned to Customer Care Centres; implemented sales strategies on regional level; processed documentation (sales contracts and other sales documents) and customer data bases.

Provided assistance to teaching staff; translated specialized economics and management articles; coordinated internal events; ensured communication between different departments; collected exam taxes from students; provided assistance for educational projects; managed the office supply budget and all office administration processes.

Translated and proof-read specialized field manuals and books.

Managed translations (Official Monitor issued by Romanian Government, press articles), local press monitoring.

Strategic management, Financial Management, Marketing, Investment Management, Information Management.

Developed effective communication strategies for diverse audiences, consistent with best practices in public relations. Acquired skills in crisis communication and management, preparing for and effectively responding to unexpected challenges in public relations.

Engaged in comprehensive studies of bilingual syntax and grammar, fostering precision and fluency in English and French translations. Studied business communication principles in both English and French, cultivating the ability to deliver professional translations within corporate contexts and documents.