Larisa Andreea Badea

In my role as the Lead Coordinator, guiding a team of 7 Renewals Operations Analysts, my primary objective is to attain organizational alignment through strategic initiatives by:

· Project managing the renewal process by constantly prioritizing and planning each outcome and release, focusing primarily on churn mitigation risk. Through collaboration with various key stakeholders such as Sales, Sales Directors, Sales Support, CSM, Legal, Business Approvers, and DevOps, I played a pivotal role in building out vital collateral for retention.

· Engaging in iterative sprints to deploy renewal processes and metrics and championing the development of a portfolio of best practices for renewals. Demonstrated success in consistently improving renewal rates (85% renewal rate on average for portfolios over $20 million/annum)

· Establishing a framework for a newly formed analysts' team, I provide guidance and support for efficient renewals management, creating a productive work environment through gamification and trust-building strategies.

· Conduct quarterly performance reviews, offering constant feedback to enhance team performance. Organize and lead workshops and training sessions to maximize the potential of the Renewals Analysts team.

As the primary contact for SaaS Renewal processes, I managed to enhance renewal management and bookings efficiency, resulting in over 25% reduction in processing time and improved overall productivity by:

· Optimizing and scaling renewal management and bookings through forecast clarity, renewal growth scoring, and development of retention action plans (through defining objectives, creating backlogs and plans, negotiating deadlines, influencing strategies, and reviewing outcomes based on feedback to determine the most effective processes).

· Acting as a PMO for HCM renewal & migration deals, documenting and writing the Migrations Process (Taleo to Fusion).

· Conducting strategic planning, risk management, performance management, and change management for each renewal

· Collaborating with stakeholders, including Customer Success Team, legal, business approvers, and DevOps, to identify and contribute to the development of vital collateral for retention.

· Representing the UKI Install Base Director in HCM forecast calls with higher management stakeholders, such as Sales Directors and VPs (December 1, 2022, to May 31, 2022).

· Handling tasks such as creating quotes, raising approval requests, drafting requests, reviewing released documents, managing booking requests, and understanding order-to-cash processes and product pricing.

· Escalating issues to management and providing recommendations to various departments for resolution.

Successfully retained 90% of the enterprise customer portfolio, contributing to a steady annual revenue growth of 15% through specific actions that included:

· Managing a diverse portfolio of 250+ enterprise customers, cultivating strategic relationships and emphasizing value delivery across a spectrum of telecommunication solutions.

· Initiating face-to-face communications to assess customer needs, facilitating the setup of renewal and expansion contracts spanning internet services (coaxial, fiber optics, radio), VoIP/ISDN flux, structured cabling, WIFI, VPN, and digital television.

· Formulating growth strategies, identifying upsell opportunities within existing accounts and tailoring solutions to meet diverse telecommunication needs.

· Address and resolve customer queries and concerns related to a comprehensive range of telecommunication solutions, fostering loyalty, and minimizing churn.

· Collaborate with internal stakeholders to develop feasibility studies, business cases, and customized commercial offers for services such as fiber optic or coaxial infrastructure.

· Generate management reports assessing account health and target delivery, retaining customers through engagement and data analysis across a spectrum of services.

· Take ownership of forecasting for the renewal and expansion portfolio, encompassing a wide array of telecommunication solutions, on a weekly basis.

My role was to:

· Oversee a portfolio of 120+ customers, cultivating strategic relationships at executive levels to drive sales and enhance profitability (by consistently exceeding quarterly targets, resulting in a 10% increase in revenue compared to the previous year).

· Develop and maintain relationships with existing customers, managing accounts through up-selling and cross-selling initiatives, ensuring a consistent customer experience built on trust, value, and partnership.

· Address customer queries, concerns, and complaints related to telecommunication solutions, resolving issues promptly to build and maintain loyalty.

· Mitigate churn risk by delivering commercial and technical support, collaborating with various teams to meet customer requests effectively.

· Provide regular, KPI-aligned weekly reports to the sales manager.

The Division Sales Manager holds the responsibility of ensuring forecasting accuracy, driving sales growth, and formulating strategic sales action plans in the B2C sector. Key duties include:

· Coordinating the sales team to optimize performance and surpass sales targets.

· Spearheading recruitment efforts and selecting qualified candidates for sales representative positions.

· Delivering comprehensive sales and product training to new hires.

· Assessing individual performance against business requirements, ensuring sales teams are both compliant and competent in their roles.

· Conducting feedback and coaching sessions for the coordinated sales team.

· Developing and implementing a structured timeline to achieve key performance indicators (KPIs).

· Facilitating monthly performance reviews to evaluate team progress and identify areas for improvement.

· Motivating the team to align with organizational goals and fostering a culture of achievement.

· Ensuring the timely preparation and presentation of various reports.

As a Direct Sales Executive at the bank, my responsibilities included:

· Adhering to company policies and procedures to maintain consistent professional standards.

· Promoting and facilitating credit cards and personal loans from the Citibank portfolio.

· Ensuring a consistently high standard of customer satisfaction.

· Nurturing and managing commercial supply relationships with existing customers by providing updated information about new products.

· Identifying and developing relationships with new customers within the allocated area to expand the existing portfolio.

· Providing support to various marketing campaigns to enhance promotional efforts.