Delia Alexandra P.

Product owner

Outsourcing
Senior
Iasi, ROMANIA
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My experience

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Pentalog01.03.2019 - 01.06.2019

Mentor in an internship program focusing on Business Analysis concepts and processes for the mentee to be able to:
  • Develop analytical thinking skills and a problem solving mindset.
  • Introduction to Business Analysis as a practice.
  • Build a business case including:
    a. Needs Assessment techniques: identify the problem or the opportunity, perform strategy, analysis and apply root cause analysis techniques (i.e. Fishbone Diagram, Process Flows etc.).
    b. Recommend the best solution to address the business needs by means of a feasibility analysis, business constraints, assumptions, risks and dependencies, a cost-benefit analysis (high level) for the recommended option.
  • Stakeholder Management, including identification and mapping techniques (RACI model) and expectation management.
  • Requirements elicitation, including planning and conducting elicitation activities with stakeholders while applying elicitation techniques.
  • Model and refine requirements via business analysis models, process models (process flows, use cases, modelling languages).
  • Use of various types of wireframes for the visual representation of the product.
  • Knowledge of software product development methodologies: Waterfall, Agile and its Scrum and Kanban frameworks.
  • Use of backlog management tools, including Jira, Redmine.
  • Use of backlog prioritization techniques, like Moscow, Business Value, Story Mapping, Speed boat.
  • Use of  documentation tools, namely Confluence.
  • Develop soft skills (business language, synthesis capacity, emotional intelligence).
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Mobile Data Company01.01.2019 - 01.04.2019

Product Owner.
  • Managing the product development life cycle.
  • Managing multiple stakeholders.
  • Anticipating client needs.
  • Working on improving the product vision.
  • Acting as a primary liaison between stakeholders and the development team, ensuring the team is building the right product.
  • Defining the product features.
  • Consulting with the client about the release date and content.
  • Prioritizing features according to business value or ROI.
  • Collaborating with the design team in order to define the product's style.
  • Product backlog management.
  • Performing UAT.
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Mobile Data Company01.10.2018 - 01.01.2019

Product Owner.
  • Managing the product development life cycle.
  • Managing multiple stakeholders.
  • Anticipating client needs.
  • Working on improving the product vision.
  • Acting as a primary liaison between stakeholders and the development team, ensuring the team is building the right product.
  • Defining the product features.
  • Consulting with the client about the release date and content.
  • Prioritizing features according to business value or ROI.
  • Collaborating with the design team in order to define the product's style.
  • Product backlog management.
  • Performing UAT.
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Pentalog01.03.2018 - 01.09.2018

Business Analyst Intern within the Pentalog group.

Participation in an internship program focusing on Business Analysis concepts and processes.
  • Developing analytical thinking skills and a problem solving mindset.
  • Introduction to Business Analysis as a practice.
  • Building a business case including:
    a. Needs Assessment techniques: identifying the problem or the opportunity, performing strategy analysis and applying root cause analysis techniques (i.e. Fishbone Diagram, Process Flows etc.).
    b. Recommending the best solution to address the business needs by means of a feasibility analysis, business constraints, assumptions, risks and dependencies, a cost-benefit analysis (high level) for the recommended option.
  • Stakeholder Management, including identification and mapping techniques (RACI model) and expectation management.
  • Requirements elicitation, including planning and conducting elicitation activities with stakeholders while applying elicitation techniques.
  • Modeling and refining requirements via business analysis models, process models (process flows, use cases, modelling languages).
  • Using various types of wireframes for the visual representation of the product.
  • Knowledge of software product development methodologies: Waterfall, Agile and its Scrum and Kanban frameworks.
  • Using backlog management tools, including Jira, Redmine.
  • Using backlog prioritization techniques, like Moscow, Business Value, Story Mapping, Speed boat.
  • Using documentation tools, namely Confluence.
  • Developing soft skills (business language, synthesis capacity, emotional intelligence).
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Conduent HR Services01.05.2017 - 01.08.2018

Tenancy Management Specialist for a consulting, technology and administration solutions provider.
  • Researching local residential properties for lease and securing them, on behalf of the clients' relocating employees, including lease contract review and negotiation, timely and appropriate routing of lease documents for execution and security deposit processing.
  • Setting up the required services and payment of required deposits, including but not limited to utilities, rental furniture, white goods, housekeeping, and more.
  • Coordinating the rotation of employee tenants to leased properties.
  • Securing and uploading all required documents, including but not limited to fully executed leased document (during the initial, renewal and termination stages), move-in and move-out inspection reports and pictures.
  • Responsible for providing key communication, including but not limited to move-in instructions, vacate instructions and damaged property protocol.
  • Resolving all repair and maintenance requests according to the lease contract requirements.
  • Processing all invoices relative to the monthly payment of the secured housing, including but not limited to monthly rent, utilities, housekeeping, furniture and housewares rent.
  • Monthly reconciliation of housing expenses for all tracked employees.
  • Monitoring deadlines to renew or terminate lease contracts.
  • Document final inspection and deposit reconciliation (security, utility, furniture upon lease expiration).
  • Managing all lease renewals and terminations.
  • Documenting all events and communications in an internal application.
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Accenture01.04.2014 - 01.05.2017

European Relationship Management Team Lead / European Relationship Manager within a company providing top-quality services for companies operating in many industries, such as banking and insurance, production and distribution, trade, communication and technology, energy and resources.

European Relationship Management Team Lead.
  • Checking business requirements, issues, resources allocated for deliveries.
  • Organizing team meetings for updates.
  • Supporting the implementation of new workflows and structures.
  • Ensuring that team-wide tasks are completed in a timely manner and production schedules are met.
  • Coordinating the service deliveries to clients with other teams, where necessary, and supporting the resolution of various issues.
  • Identifying knowledge gaps and weaknesses in order to suggest specific training activities.
  • Ensuring training to the team members when necessary.
  • Providing the training for the department newcomers.
  • Reporting the issues faced and suggesting actions to solve queries and problems.
  • Providing different scenarios and suggesting actions to overcome business constraints.
  • Monthly KPI reporting.
  • Team performance reporting.
  • Taking part in weekly conference calls with the head of the department and line-managers.
  • Identifying additional HR needs.
  • Supporting the recruitment process of the resources planned for the department.
  • Ensuring the motivation of the RM team in their roles by suggesting possible progression or changes in the department.
  • Coaching resources in case of personal issues or team problems to manage personal or team expectations and performance.
  • Coordinating possible administrative issues within the team.
  • Supporting the line-managers with general day-to-day HR issues.
  • Ensuring holiday coordination so that activities are delivered on time.
  • Suggesting improvements of the internal IT systems and supporting the development process.

European Relationship Manager in UK as country of expertise.
  • Customer relationship management: responsible for account planning and service deliveries.
  • Maintaining a regular contact with the clients to ensure all services are delivered in a timely and professional manner while adding value at all stages.
  • Coordinating the internal departments to ensure the optimal service delivery to clients.
  • Supporting the European Account Coordinators by managing the service delivery for accounts in assigned countries in accordance with the Coordinator’s requirements.
  • Providing regular training updates on the markets of the assigned countries.
  • Identifying and implementing new services and products by working independently with all departments and clients in order to develop and implement new services and products to best meet their requirements and facilitate the roll-out across other accounts.
  • Ensuring the clients' satisfaction and identifying key changes necessary to improve their experience whilst optimizing the cost to serve.
  • Handling the expectation management by ensuring the clients are well briefed of all activities occurring within the account in a timely manner.
  • Database management and reporting by ensuring all databases are regularly updated with the client data and recording the client's activity.
  • Responsible for clients' retention by re-initiating discussions with the client one year prior to the collaboration termination and successfully carrying out a re-sign process with the support of the Strategic Relationship Manager and/or Head of department.
  • Responsible for up- and cross-selling products and services within the existing accounts.
  • Providing the appropriate support to the Team Manager and Accounts Team to ensure the accurate and timely invoicing of accounts.
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EnergyQuote01.06.2009 - 01.03.2014

European Relationship Management Assistant / Trading Assistant for an energy management and procurement services provider.

European Relationship Management Assistant.
  • Supporting the EU (Strategic) Relationship Manager with their client portfolio in the following areas:
  • Providing day-to-day support for the client base and liaising with the (S)RM to ensure that clients are serviced appropriately.
  • Organizing the timely trading of utility services for the clients.
  • Resolving client queries by working closely with other teams, departments and external parties (particularly suppliers) to resolve client issues in line with the SLA.
  • Producing, checking and delivering various reports related to energy budgets, savings and performance in line with client specifications, ensuring the clients receive regular and bespoke reports on time and without mistakes in case such reports are completed by other departments.
  • Data administration by collecting and filing data, ensuring databases, and maintenance of internal screens and online tools.
  • Guiding clients through the negotiation of their electricity and gas contracts.
  • Supporting client (S)RM in managing tenders including liaising with the operational departments, suppliers and clients to ensure the completeness of tenders.
  • Providing post-tendering support, making sure that contracts are properly implemented across all systems; checking and delivering bill validation/bespoke reports in a timely manner.
  • Complying with any market changes and regulations: keeping up to date and understanding all changes within the industry and communicating them to clients when appropriate.
  • Ensuring that clients fully appreciate the company's services by continuously building the value of the services and activities, leading to an expansion of the clients' knowledge in electricity and gas.

Trading Assistant.
  • Providing day-to-day support for the client base and liaising with the Relationship Manager to ensure that clients are serviced appropriately.
  • Organizing the timely trading of utility services for clients.
  • Working continuously with the clients' portfolio to identify and quantify their expectations in order to ensure that the organizational delivery of services exceeds their individual needs.
  • Ensuring that all clients are fully aware of their commitments under the specific Client Agreement.
  • Setting off clients' expectations: setting and confirming their expectations prior to trading, ensuring they are aware of the time scales involved and the importance of being able to move quickly when accepting an offer.
  • Guiding clients through the negotiation of their electricity and gas contracts.
  • Supporting the client liaison coordinator and the Relationship Manager in managing the trading process including the collaboration with the operational departments, suppliers and clients to achieve sign down on tender days.
  • Providing post-trading support by completing production and delivery of post trading analysis to ensure the clients are satisfied with the results achieved from any trading activity.
  • Coordinating and solving any client problems.
  • Following up and coordinating the entire administrative process by ensuring that it is performed in compliance with the required company standards.
  • Complying with any market changes and regulations: keeping up to date and understanding all changes within the industry and communicating them to clients when appropriate.
  • Ensuring that clients fully appreciate the company's services by continuously building the value of the services and activities, leading to an expansion of the clients' knowledge in electricity and gas.
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Vodafone01.10.2008 - 01.06.2009

Sales Representative within a company providing telecom solutions.
  • Establishing, developing and maintaining business relationships with current and prospective clients in the assigned market segment to generate new business for the organization’s products and services.
  • Researching sources for developing prospective clients and for generating information to determine their potential.
  • Developing clear and effective written proposals for current and prospective clients.
  • Expediting the resolution of client problems and complaints.
  • Coordinating sales effort with marketing, sales management, accounting, logistics and technical support departments.
  • Analyzing the market’s potential and determining the value of existing and prospective clients for the company.
  • Creating and managing a customer value plan for the existing clients' highlighting their profiles and opportunities in each case.
  • Identifying the advantages and comparing the company’s products/services.
  • Supplying the management department with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
  • Keeping abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas.
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Orange01.02.2006 - 01.10.2008

Customer Service Representative for an important telecommunication services provider.
  • Attracting customers by answering product and service questions, suggesting information about other products and services.
  • Opening customer accounts by recording account information.
  • Maintaining customer records by updating accounts information.
  • Resolving product or service problems by clarifying customers' complaints, determining the cause of the problem, selecting and explaining the best solution to solve it expediting correction or adjustment and following up to ensure resolution.
  • Maintaining financial accounts by processing customer adjustments.
  • Recommending potential products or services to the management department by collecting customer information and analyzing customer needs.
  • Preparing product or service reports by collecting and analyzing customer information.
  • Contributing to team efforts by accomplishing related results as needed.

My stack

Spoken languages

FRENCH: Beginner
ENGLISH: Advanced
ROMANIAN: Native speaker

Miscellaneous

Business Analysis, Team management, Communication, Agile, Customer relationship management, Information Management, Scrum, Training, Confluence, Contract Management, JIRA, Kanban, Leadership, Organization, Redmine, Resource Management, Sales, Teamwork, Waterfall

Computer tools

MS Office

My education and trainings

Bachelor's Degree in Geography, Faculty of Geography-English Language and Literature - "Alexandru Ioan Cuza" University, Iasi.2002-2006