Raluca Popescu

About Raluca Popescu

In my role as Head of Global Client Relations with Fusion CX, a global business process…

Experience

1. Head Global Client Relations, Banking, Financial Services & Insurance Strategic Business Unit

   Fusion CX

   Jan 2022 — Present

   With 34 years of experience serving 250+ clients across all industries, Fusion BPO Services Group delivers world-class call center, outsourcing and customer care services from 14 global centers & 28 Locations in USA, Canada, El Salvador, Philippines, Jamaica, Albania, Kosovo, UK, India, Morocco, Colombia, Mexico, Thailand & Indonesia. Shortly after joining Fusion BPO as Director of Client Relations, I was rapidly promoted to this executive role directing the enterprise strategic account vision for 50 client accounts. In this capacity, I head a Client Success team and matrixed organization of contact center managers influencing P&L growth and customer success via leadership in strategic planning, RFx management, client onboarding, service levels (SLA) performance management, business reviews, project management, communications, and technical transformation. Additionally, I serve as a liaison to the Board of Directors and our clients. Notable achievements: Defining the next-stage customer success vision. I built the core processes, implemented our SLAs and account onboarding protocols, removed roadblocks, rescued at-risk accounts, and grew our client base by 25%. Achieving rapid organic revenue and account EBITA growth on several major financial institution accounts by influencing a solutions-oriented mindset to deliver value, escalate issues, and attain SLAs. Program managing an enterprise migration to a new contact center platform. I directed our IT architects and business stakeholders in needs analysis, the configuration of voice and nonvoice functionality, and change management. Strengthening executive and Board alignment via the creation of communications and executive review cadences, collaborative planning, and increased transparency around goals, budgets, and long-term business roadmaps. Building a high-performing organization with a deep bench of potential managers.

Skills

• Marketing Strategy
• Account Management
• Marketing Communications
• Training
• Promotions
• Product Marketing
• Direct Marketing
• Consumer Behaviour
• Teamwork
• Languages
• Leadership
• Management
• Call Center Development
• Customer Oriented
• Microsoft Excel
• Strategic Planning
• Communication Skills
• Online Marketing
• Sales
• Microsoft Word
• Lead Generation
• Strategy
• Customer Service
• Crm
• Team Management
• Marketing
• Project Management
• Microsoft Office
• Advertising