Gabriela Diaconu
Valencia
Summary
People-centric professional with a PhD in Linguistics (University of Freiburg, Germany) and administrative experience in customer service and QA of service delivery in the HR/payroll (sector Granada, Spain) as well as an Office Manager in the IT sector (Valencia, Spain), in addition to teaching and coaching professionals at various levels. On a mission to leverage my subject-matter expertise and support customers achieve their best customer experience by cultivating positive client and staff engagement. On the one hand, I am a skilled auditor and proofreader/editor - meticulous, detail-oriented, with an ability to handle complex situations in a fast-paced environment and focused on building strong professional relationships. On the other, I greatly enjoy collaborating with my peers towards a common vision and ensure a strong team with proven interpersonal and motivational ability. Going forward, my goal is to combine my experience and skills in administration, customer service and QA improvement techniques and attain maximum performance levels and productivity as well as long lasting customer success as an administrative specialist.
Overview
17
17
years of professional experience
Work History
Office Manager/Assistant to the CEO
INEO INNOVATIVE TECHNOLOGIES S.A.
Valencia
09.2021 - 04.2024
- Developed and implemented office policies and procedures and contributed at standardizing workflows.
- Assisted with the preparation of budgets, forecasts and financial statements and coordinated the payroll process with the external vendor.
- Acted as first point of contact for admin. issues for the offices in Valencia, Zürich and Bern.
- Coordinated meetings, workshops, travel arrangements and office activities.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Provided administrative support to management team including preparing reports and assisting at board-meetings.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients and staff.
- Organized company events including holiday parties, team building activities.
- Developed and implemented office policies and procedures.
Freelance Proofreader/Editor
Freelance
San Sebastián-Donostia/Valencia
08.2019 - 08.2021
- Collaboration with university researcher: proofread and edited four papers in English to be published in peer reviewed academic journals (field of study: Philosophy of Science) started initially in San Sebastián-Donostia; relocated to Valencia in October 2020.
Quality Analyst - Delivery Quality & Control (HR)
Alight NGA Human Resources
Granada
10.2016 - 07.2019
- Coordinated the QA process for global clients in the DACH region and helped increase customer satisfaction as measured by USAT surveys during 12 months and QA score in audits of emails and phone calls with customers.
- Monitored compliance of employee payroll data in the system by performing regular quality checks.
- Supported the recruitment team in the interviewing process of new resources in the HR Ops and QA teams.
- Helped improve internal QA protocols by participating in internal/external calibration meetings.
- Trained more than 50 HR Ops associates on corporate processes (on-boarding, new service delivery processes) and designed learning materials to meet the clients' needs.
HR Tier 2 Gatekeeper
Alight NGA Human Resources
Granada
08.2015 - 09.2016
- Subject-matter expert for client specific processes.
- Helped improve overall service delivery by creating learning materials for HR Ops teams and updated client specific documentation on SharePoint.
- Worked closely with the QA team to monitor the service delivery by performing audits of emails and phone calls with customers (English/German and Spanish speaking customers).
- Trained more than 100 HR Ops associates in the new service modell framework of the company across various regions (EMEA, LATAM, Asia).
HR Advisor
Alight NGA Human Resources
Granada
08.2014 - 07.2015
- Customer service representative and vendor coordinator - first point of contact for customers (DACH region) via email and phone calls.
- Case and incident management (ticket handling system) by phone and email - I became top performer of my team for quality of customer service.
Freelance Translator and Editor/proofreader
Departmento de Filosofía (II), Universidad de Granada
Granada
11.2012 - 07.2013
- Translation work (Spanish to English) and editor/proofreader of texts related to the project of excellence at UGR “Leibniz en español” and applications within Marie Curie Actions of the European Research Fellowship Programme.
Instructor
English Department, University of Freiburg
Freiburg
10.2011 - 03.2012
- Taught and tutored university students in English Linguistics. (Course title: "Doing Linguistics").
Administrative Assistant
Carrier Kältetechnik GmbH Freiburg, Germany
Freiburg
06.2007 - 01.2010
- Performed administrative tasks, customer service and incident management, as well as assistance with data maintenance in SAP; maintained filing and document management systems.
- Assisted in the coordination of a team of 10 technicians to resolve customer incidences in the region of Freiburg (Breisgau and Black Forest).
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
Education
Ph.D. - English Linguistics
Albert Ludwig University
Freiburg, Germany01.2012
Master of Arts - Master of European Linguistics
Albert Ludwig Universtiy
Freiburg, Germany07.2007
Master of Arts - Master of German Studies (European Studies)
Babes-Bolyai University
Cluj-Napoca, Romania06.2003
License Degree - German & English Philology
Babes-Bolyai University
Cluj-Napoca, Romani06.2001
Skills
- Customer service and support
- Office Management
- Invoice Processing
- Travel Coordination
- Delivery and quality control of service
- Payroll and budgeting
- Editing and proofreading /research methods
- Report Writing
- Computer literacy (MS Office Suite, Ubuntu, Outlook/Teams, Sharepoint, Google Drive)
- Teaching and training
- Cultural awareness and curiosity
- Adaptive team player
- Analytic mindset (Lean Six SIgma and RCA)
- Process improvement and change management
- Time management (goal setting, prioritization, planning)
Languages
Romanian
First Language
English
Proficient
C2
German
Proficient
C2
Spanish
Advanced
C1
Hungarian
Intermediate
B1
Timeline
Office Manager/Assistant to the CEO
INEO INNOVATIVE TECHNOLOGIES S.A.
09.2021 - 04.2024
Freelance Proofreader/Editor
Freelance
08.2019 - 08.2021
Quality Analyst - Delivery Quality & Control (HR)
Alight NGA Human Resources
10.2016 - 07.2019
HR Tier 2 Gatekeeper
Alight NGA Human Resources
08.2015 - 09.2016
HR Advisor
Alight NGA Human Resources
08.2014 - 07.2015
Freelance Translator and Editor/proofreader
Departmento de Filosofía (II), Universidad de Granada
11.2012 - 07.2013
Instructor
English Department, University of Freiburg
10.2011 - 03.2012
Administrative Assistant
Carrier Kältetechnik GmbH Freiburg, Germany
06.2007 - 01.2010
Ph.D. - English Linguistics
Albert Ludwig University
Master of Arts - Master of European Linguistics
Albert Ludwig Universtiy
Master of Arts - Master of German Studies (European Studies)
Babes-Bolyai University
License Degree - German & English Philology
Babes-Bolyai University
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