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Expert with a strong customer experience background. As such, Expert is able to help:
+Map the end to end customer journey, identify the touchpoints and processes improvement needed in order to offer a better customer experience,
+Capture and analyse the voice of the customer by surveys and other sources, contribute in setting and monitoring experience KPI’s
+Translate customers’ expectations into internal strategy and adapt the CX strategy
+ Organize Design Thinking Workshops
+Deliver trainings in the organization to increase CX and NPS awareness
+Produce and issue regular CX status reports to senior management and E.ON Group.
+Root cause analysis for customer issues and identify solutions, follow up on projects impacting customer’s experience, identify, develop and share best practices. +Deliver cross functional process improvement projects and ensure relevant project knowledge is transferred to all stakeholders.

Her achievements as a CX Expert are:
- Project Manager for initiatives which helped companies in utility industry achieve all NPS targets in 2019 and 2020
- Gold Winner at South Est Europe Customer Experience Awards, – Employees at the heart of everything
- Gold Winner at International Customer Experience Awards, – Customers at the heart of everything

Communication skills:
• Good communication skills gained through experience as sales manager
• Strong team player and networking skills: As an employee and trainee at EON, had different responsibilities. In each department with internships, used to get involved and do as much work as possible because in this way, could learn more things and improve skills/abilities.
• Problem solving oriented; Planning and organizing; Public speaking and presentations

Organisational/managerial skills:
• Experienced in mapping and designing internal processes
• Easily adaptable, handling with enthusiast new challenges
• Highly motivated, organized and capable of handling several projects simultaneously

Job related skills:
• Capture and analyze the voice of the customer by surveys and other sources, contribute in setting and monitoring experience KPI’s.
• Build positive relationships and establish credibility for Operational Excellence within the organization.
• Business Performance Management and Customer Relationship Management deployment;
• Other tasks: Manage companies’ partnership with Key Account customers, energy demand forecast; calculation of price and tariffs; Regulatory and legislation analysis; Working procedure s updates; KPI’s development and monitoring

Digital competences:
• Microsoft Office: Word, Excel, PowerPoint, Microsoft Project, Outlook
• SAP ERP, BW
• Involved in implementing a dedicated software for Balanced Scorecard (EPM) and Sales Division (CRM).