Mariana Tirca

Background

About Mariana Tirca

Knowledge is power. Sharing knowledge is strength. I have learned throughout my experience that a team is strongest through collaboration and support of each other's various skills and this is what I represent and uphold in my professional activity. As IT technician, I strengthened my technical skills in IT systems and understood the workings of keeping up with ticket management, FLRs, hitting my call conversion targets and offered service excellence. Building on my acquired technical skills, I shared and structured the knowledge I gathered in my position as Knowledge Administrator. I took a keen interest to develop in the Customer Experience area to provide the best service by enabling my team with support from initial Gate 1 of project design through to UAT, piloting, becoming an active contributor to service transition projects and follow up to track effectiveness into BAU. Being actively involved in the phase-gate process, I continued to assess performance and raise emerging issues with system administrators to preempt major-impact outages. I applied methodologies adapted from Kanban Boards to Six Sigma methodologies to pinpoint shift-left and service improvement opportunities. Using video editing tools such as Camtasia has enabled me to enhance the use of visual materials by 62% in the Knowledge Base and create end-user instructional videos. Training was the new focus of my CX journey, managing people and their learning behaviour. I learned to lead and coach an effective of 45 individuals, set them up for success in the classroom and online, supporting my team into multiple implementations of new systems and sunsets of old ones. I remained a strong collaborator in project management and practiced the Kaizen implementation to improve induction training by shortening it by 25% and rendering it more visual and interactive by 48%. My growth in each role has taught me the vital role of teamwork and growing talent through collaboration, sharing knowledge and nurturing initiative. I am passionate at what I do and eager to inspire, learn, grow and achieve synergy with my teammates.