Mihaela Tica

Mihaela Tica (Bucharest, 36 yo, F) -- Languages English (advanced) French (medium) Romanian (native) WORK EXPERIENCE November 2021 - present Service Contracts Specialist Vans @ Mercedes Benz, Romania Ensures Service Contract Management, costing and pricing, guidelines, trainings for the service application users. Provide and update continuously the needed market specificities for cost calculation: labour rates, oil prices or other parts price. Creates cost calculation as basis for pricing and sends offers to dealers or customers in order to increase the service contracts database. Creates and updates legal documentation MOC – Dealer or Dealer – End Customer for the service contracts. Calculates and validates internally the pricing and inform the retailer about price changes. Creates the billing report every month and sends it to accounting for invoicing the customers. Monitors the competition activity, secures marketing & communication plan adapted to the market needs and communicates to the dealers the product strategy in place. Define, align, implement and communicate incentive model for dealers. Customer Complaint assessment in coordination with sales - after sales – workshops and takes goodwill decisions in coordination with warranty specifications November 2020 - present Order processing Vans @ Mercedes Benz, Romania Performing group-internal order management activities related to financial and invoicing processes, prioritization of vehicles in production and distribution, special vehicles and customers and general topics Ensuring permanent communication with the headquarter team regarding order management processes. Communicating with internal process partners, such as plants, market performance center and general distributors worldwide. Monitoring orders and ensuring transparency on timing regarding production timelines. Providing group-internal requests on order processing issues, status of orders, delivery times and logistic topics Launching orders: Provides a buildable volume of orders with regard to the daily production program and code restrictions for the domestic and foreign plants. Amendments of orders: Performs code additions and deletions, baumuster changes, production date exchanges, etc. and ensures that the orders are modified in accordance with the market’s request or based on the plausibility rules and existing capacities. Ensures communication with all other relevant departments in case the system does not allow the changes. Informs the market about the outcome of the request. Verification of orders: Performs regular verifications of all existing orders to ensure that these are correctly booked in the system. Market Introduction vehicles: Requests market introduction orders for new models according to the ramp-up curve. Prioritization in production: Processes all requests for prioritization in case there are orders that need advancement in production or are pushed in production due to various reasons. February 2020 – October 2020 Team assistant wholesale Vans @ Mercedes Benz, Romania Responsible for maintaining the demo and company car excel table of MPC, allocation, filling up forms, transmitting info to the Logistic department. Responsible for insurances for demo vehicles and payment. Responsible for drawing up forms for vehicles that will enter the workshop. Invoicing credit notes and bonuses to the dealer network. Offering support with the homologation process: introducing the information in the database (Wings), making copies of the COC documents and e-mailing to all responsible persons. Creation of new customers and introducing them in the database. Responsible for the accuracy of customer data in Wings and CRM. Introduction of Demo vehicles, Company cars in Wings. Administrative support for the wholesale department in terms of: mail, invoices, payment, mailing of contracts. Back office support for organizing marketing events, monitoring of invoices, PO, suppliers orders. Administrative support for the Managing Director (travel booking, meetings, appointments). August 2014 - May 2017, March 2019 – January 2020 Store Manager @ VODAFONE ROMANIA SA Bucharest, Romania Efficient management of the team’s performance in order to reach the goals of the store by setting short-term objectives, motivating, training, developing and organizing subordinates to meet business and behavioural goals, participating in the selection, recruitment and guidance process of new employees. Achieving goals to meet customer business demands with professionalism and through a consultative sales attitude in order to create the best experience for the client. Representing the company in its relations with local authorities. Ensuring effective communication between store employees and other stores / departments to support the achievement of store and company goals, both short and long term. Continuously improving operational flows to efficiently allocate resources and maximize customer satisfaction. Providing example of professional performance and positive attitude for both clients and colleagues. Provide feedback to teammates, internal clients, or team management whenever necessary to improve service delivery. January 2014 - August 2014 (7 months) Team Coordinator @ VODAFONE ROMANIA SA, Ploiesti, Romania Efficient management of the team’s performance in order to achieve the store's goals. Managing relationships with critical / key clients to facilitate the sales process by providing a consistent and memorable customer experience based on availability, efficient customer satisfaction and respect. Successfully leading the team whenever the manager was not available. Presents sells, increases the value of Vodafone sales, and services to potential and existing customers in order to meet their communication needs. Keeping up-to-date with all new business and data and transmitting it to the rest of employees. Providing an example of professional performance and positive attitude for both clients and colleagues. May 2010 - December 2013 (3 years 7 months) Sales representative @ VODAFONE ROMANIA SA, Ploiesti, Romania Presenting, selling and increasing the value of sales of Vodafone products and services to potential and existing customers in order to achieve the Sales Target of the Store Providing information in an efficient and polite manner to potential customers and to existing clients of the company about the products and services sold Ensures the fulfilment of all activities and operations that address the clients' requests, according to company's procedures Maintaining the image of the company and respecting its standards by providing services of high quality and professionalism (respecting the retail model) Reach and exceed the monthly goal on all target lines Successfully leading the team whenever the manager was not available. October 2008 - May2010 (1 year 7 months) Sales Representative @ Zapp, Ploiesti, Romania Contracts for both individuals and legal entities. Maintaining a good relationship with clients after signing the contract, the registration of clients’ requests, offering primary service for clients’ phones, bill collection, providing answers to customer requests, face to face or by telephone and offering solutions to improve and increase customer satisfaction, loyalty and retention programs. Maintaining a high degree of knowledge about products and services. June 2007 - October 2008 (1 year 4 months) Retention Specialist @ Zapp, Bucharest, Romania Offering answers to customer requests (complaints, cancellations and renegotiations of contracts), both in writing or by telephone and offering solutions to improve and increase customer satisfaction; explanation of the loyalty program and retain corporate customers in order to reduce the rate of cancellation of contracts ; maintaining a high degree of knowledge about products and services. EDUCATION 2004 - 2008 (4 years) Management, Academy of Economic Studies Management and Public Administration Bucharest 2000 - 2004 (4 years) Bogdan Petriceicu Hasdeu high school Buzau CERTIFICATIONS Digital Marketing Basics – Google certified