NAME:
Draghiceanu Andreea – Livia
Address:
City:
Phone:
E-mail address:
Skype Id:
Status:
Born:
Languages:
Foisorului Street, No. 5, Sect. 3
Bucharest, Romania
0732.641.799 / 0767.075.637
AndreeaDraghiceanu@Gmail.com
Draghiceanu.Andreea
Unmarried
June 8th 1986
Advanced English
Medium Spanish \ Italian
WORK EXPERIENCE
Experience by domains:
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Sales - 4 years
Management/Consulting / Marketing - 4 years
Client service - 4 years
Internet/New Media - 4 years
COMPANY NAME:
Job Title:
Date:
City:
SC TR IT TEAM SRL / KOMPO E-Commerce Solutions
Customer Support Representative
January 2006 – September 2006
Bucharest
Kompo E-Commerce Solutions, a provider of e-commerce services. Steve Madden Ltd acquired Kompo ECommerce Solutions on May 16 2007.
Steven Madden Ltd. designs, sources, and sells footwear, handbags, and accessories.
Steven Madden makes its profits by designing, producing and distributing products through its retail stores its
website, and department stores.
Preschoolians Ltd designs, sources, and sells children footwear.
www.stevemadden.com
www.preschoolians.com
Daily Responsibilities:
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Answering emails / Live chat conversations / Answering phones
Daily communication with the Steve Madden Stores
Handling the complaints from Store Customers
Contacting customers who have had problems with Store purchases
Issuing DHL Lost / Damaged Claims / DHL Redirect / Track packages / Follow-up
Calling customers to assist them in placing the orders, only if they were unable to place the order online
Handling problem related to the Payment System / Problem Payments (Declined Credit Card)
Follow-ups with the customers, calls / emails / live chat
Schedule: organizing the schedule for the entire team
COMPANY NAME: SC TR IT TEAM SRL / Steve Madden, Ltd
Job Title:
Supervisor Call Center
Date:
October 2006 – November 2008
City:
Bucharest
www.stevemadden.com
www.preschoolians.com
Daily Responsibilities:
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Taking care of the call center team. The call center had 30-50 employees from October to April and
20-40 employees from May to September
Handling the Supervisor calls/ emails/ live chat – very upset customers
Follow-ups with the customers, calls / emails / live chat
Answering e-mails / Live chat conversations / Answering phones when the volume was high
Daily communication with the Steve Madden Stores
Handling the issues related to the courier- DHL
Handling the cases forwarded by the representatives, calling the customer to find out more information
or to resolve the problem on the spot / Refund / Cancelation /Return Labels /
Receiving and handling the Negative or Positive Feedback
Making sure each day that everybody was available and ready to take calls;
Making sure the people between shifts were logged in or logged out to leave the computers ready for
the other shifts;
Emails: assigning emails to each account\ each employee; Making sure all emails were replied on time;
Quality control
Live Chat: making sure everybody was available and ready to care take care of the customers; Making
sure the responses were given out on time and according to the policy and procedure; Constant quality
control on all the live chat conversations
Phones: supervising the calls quality; making sure everybody was available and ready to care take
care of the customers; Making sure the responses were given out on time and according to the policy
and procedure;
Making the breaks for each shift
Handling all issue related to the Payment system / Bank / Overdrafts
Taking care of the Annual Raise and Bonuses Structure
Daily communication with the Steve Madden Stores
Handling the complaints from Store Customers
Handling the Daily Abandoned Cart Report Feedback
Taking care of the Fraud Filter: Locating / stopping fraud orders
Making and presenting the Daily / Weekly / Monthly Statistic
Schedule: organizing the schedule for the entire team
Recruitment/Drafting / Interviews / Hiring / Administrative paperwork
Starting May 2006: Training (2 weeks training; teaching the policy, presenting the websites and the
work involved / Teaching the procedures / To implement the USA mentality in Customer Support;
Preparing the Tests and Evaluations for the entire team
COMPANY NAME: SC TR IT TEAM SRL / Steve Madden, Ltd
Job Title:
Manager Call Center / Online Retail Division
Date:
December 2008 – June 2010
City:
Bucharest
www.stevemadden.com
Steve Madden, Ltd. designs, sources, and sells footwear, handbags, and accessories. Steve Madden makes its
profits by designing, producing and distributing products through its retail stores its website, and department
stores.
At the end of 2009, Steve Madden owned and operated 89 retail stores and its e−commerce website.
In 2009, retail stores generated annual sales in excess of $640 per square foot. Comparative store sales
(sales of those stores, including the e−commerce website, that were open for all of 2009 and 2008) increased
1% in fiscal year 2009 compared to fiscal year 2008.
The Retail segment generated net sales of $123.7M for the year ended December 31, 2009, or
approximately 25% of total net sales. Net sales for 2009 were $503.5M.
For 2010, during the first quarter, Steve Madden's net sales increased 22.5% to $131.6 million.
Retail comparable store sales increased 13.6%
The call center formed in 2006, supervised from mid 2006 to 2008 and managed from end of 2008 to 2010 had
a very big success within the Steve Madden Corporation. Below please find additional information regarding the
Call Center Stats for 2009:
Calls
Total
Number
81126
Total
Service
Level
96,25%
Live Chat
Total
Number
90383
Proactive Chat
Service
Level
99,72%
Total
Number
25719
Service
Level
100,00%
Total
Number
55949
Emails
Service
Level
99,20%
Daily Responsibilities:
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Taking care of the call center team. The call center had 30-50 employees from October to April and
20-40 employees from May to September
All the responsibilities and tasks of a supervisor
Handling the Manager calls/ emails/ live chat – very upset customers
Follow-up with the customers, calls / emails / live chat
Quality Control: All the employees were evaluated to check their professional level
General issues: always making sure everything was done properly in the CS department
Meetings: constant meetings with the CS department to make sure they are familiar with the new
polices and procedures, technical problems
Negative and Positive Feedback: emails/ chats/ phones
Forwarding and presenting the general feedback, from the customers and also from the employees,
to the Call Center Director, Call Center Vice-President, Retail Direct and Marketing Director
Personal Employees Folders: gathering the negative/positive feedback; evaluations; tests
Schedule: organizing the schedule for the entire team; Employee vacations;
Schedule/Salary: making sure all the employees followed the schedule they received and making sure
all the changes made in it were reported to the Payment department for the employees to receive the
correct incomes
Recruitment/Drafting / Interviews / Hiring / Administrative paperwork
EDUCATION
September 2001 – June 2005
Octav Onicescu Highschool – Bucharest
September 2005 – June 2011
Spiru Haret – International Relations and European Studies - Bucharest
QUALIFICATIONS:
Enthusiastic \ Positive \ Motivated
Confident \ Proactive \ Adaptive and innovative
Able to work under pressure and to meet deadlines
Experienced in sales, setting goals, analyzing markets and creating strategies
Marketing strategy, Marketing effectiveness, Market research, Product-Pricing-Distribution
Corporate strategies, Corporate Missions and Corporate Goals
Brand management \ Time management
Outlook and Ms Office (Excel, Word and PowerPoint)
Management \ Sales \ Statistics\ Planning \ Reporting
Team coordination (Recruitment, Training, Evaluations, Organizing the schedule)
Willing to travel 50% from my working time