Denisa Kira

• Enhanced office efficiency by streamlining administrative processes and implementing time-saving tools.
• Collaborated with cross-functional teams to ensure smooth project execution and timely completion.
• Developed and maintained comprehensive database for tracking project progress, facilitating on-time completion.
• Consolidated financial reports for budget tracking purposes, ensuring fiscal responsibility across departments.

• Team Leadership & People Management

Supervise and coach a team of 8 team leaders of 3 different LOBs to meet performance targets and foster a high-performance culture on their own teams.

• Operations Oversight

Monitor daily operations, ensure adherence to KPIs/SLAs, and drive continuous process improvements in a fast-paced BPO environment. Performance Analysis & Reporting Leverage data and reporting tools to identify trends, resolve performance gaps, and support data-driven decision-making.

• Performance Analysis & Reporting

Leverage data and reporting tools to identify trends, resolve performance gaps, and support data-driven decision-making.

• Tech-Savvy & Tool Proficiency

Proficient in TTEC systems and tools (e.g., PEGA, TED, Power BI, Tableau, Verint, MS Excel, WFM Calabrio) to track and manage performance

• WBR Preparation & Presentation

Prepare detailed Weekly Business Review (WBR) reports summarizing operational performance, KPIs, service level achievements, and areas for improvement.
Present insights and recommendations to internal stakeholders and client representatives to support strategic decision-making.

• Collaborated with Human Resources to recruit and onboard high-performing talent for the operations team, supporting team scalability and organizational growth.

• Managing team productivity of 25 agents by implementing efficient workflow processes and optimizing resource allocation.
• Discovered training needs and provided coaching.
• Set clear team goals and delegated tasks and set deadlines.
• Mentored junior team members, providing guidance and support to enhance their career progression.
• Produced weekly, daily and monthly activity reports and forecasts.
• Established clear performance metrics, monitoring progress routinely against set objectives for optimal results.
• Developed effective improvement plans in alignment with goals and specifications.

• Customer Service. Managed an average of 25-30 customer chats/calls daily, ensuring high-quality service and quick resolutions.
• Banking & Compliance Awareness. Basic understanding of banking operations (e.g. account setup, KYC, payments, cards). Familiarity with regulatory requirements and data protection (e.g. GDPR).
• Problem-Solving and Critical Thinking. Proactive in identifying root causes and offering practical solutions. Can manage complex inquiries (e.g. transaction disputes, fraud alerts) efficiently.
• Multitasking and Efficiency. Ability to handle live chats, calls, or emails simultaneously using support tools. Organized approach to prioritizing tickets and maintaining SLA targets.
• Tech-Savviness. Confident using digital platforms, apps, and CRM tools. Capable of troubleshooting mobile banking issues or guiding customers through online processes.

• Increased sales revenue by developing and implementing effective sales strategies.
• Maintained relationships with customers by identifying needs and offering appropriate services.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Led a successful sales team by providing motivational coaching and performance-based incentives.

• Managed a successful sales team, consistently achieving and exceeding monthly sales targets.
• Expanded market share through effective prospecting, lead generation, and negotiation skills.
• Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
• Helped team stay productive and focused on higher-value tasks to improve sales efficiency.
• Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.

• Increased sales by building strong customer relationships and providing excellent service.
• Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
• Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
• Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
• Met and exceeded sales targets consistently, contributing to overall team success.
• Collaborated with team members to achieve a cohesive and efficient store environment.