Ionela U.
Front End Developer


14+ years experience

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Mar 2006

e-Payments Product Manager / Multichannel Expert / Phone Banking Analyst / Team Leader Contact Center / Contact Center Adviser

e-Payments Product Manager
Dates Employed Sep 2015 – Present
Employment Duration 3 yrs 5 mos
Location Bucharest, Romania

● Manage the portfolio of e-payments services (ex. remittances, direct debits, standing orders, online payments) and the contractual relationship with customers and business partners; renew contracts and renegotiate terms on expiry
● Responsible for defining and implementing the electronic payments strategy to sustain growth and shift over the counter payments to e-payments
● Improved customer experience and profitability for remittances by implementing cash to account process via Contact Center
● Propose and monitor quarterly sales force KPIs;
● Perform data analysis over large sets of data (over 1 million entries)
● Write change requests for new developments and test cases; designed and requested the creation of suitable user profiles; UI design for Contact Center and front office applications
● Prepare delivery of new functionalities: user acceptance testing; write manuals for end users (customers and employees); define SLAs;1st level support for front office and Contact Center See less
Title Multichannel Expert
Dates Employed Jun 2011 – Sep 2015
Employment Duration 4 yrs 4 mos
Location Bucharest, Romania

● Drove implementation of new processes for "remote banking" concept. Remote sales processes implemented for: lending products, electronic payments services, and insurance products. BCR was the first bank in Romania to sell loans remotely.
● Optimized multichannel processes pursuing processes simplification, cost reduction, and improving customer experience ( decreased by 30% the time spent by Contact Center on rejected loan applications; decreased by 33% the time spent by customers to submit loan documentation)
● Enabled the launch of new processes by driving the changes to the general terms and conditions of the bank; wrote contracts for payments services; managed the contractual relationship with customers; negotiated contractual terms and pricing with business partners
● Wrote change requests, test cases, and performed user acceptance tests; designed and requested the creation of suitable user profiles for the Contact Center; designed UIs for Contact Center applications
● Wrote manuals and created videos for end users; contributed to Contact Center training
● Provided 1st level support for product managers and sales force; processes calibration according to feedback See less
Title Phone Banking Analyst
Dates Employed Feb 2008 – May 2011
Employment Duration 3 yrs 4 mos
Location Bucharest, Romania

● Responsible for phone banking service strategy, development roadmap, marketing plan, customer experience, SLAs definition, and profitability for private individuals and companies
● KPIs setting and monitoring; performed data analysis over large sets of data (over 0.6 million)
● Wrote business processes, product description, designed UIs for Contact Center and fr... See more
Title Team Leader Contact Center
Dates Employed May 2007 – Feb 2008
Employment Duration 10 mos
Location Bucharest, Romania

• Responsible for coordinating both InfoBCR and Card Assistance teams, consisting of 20 agents;
• Supported agents to understand and learn procedures, products and applications
• Quality evaluations; agents coaching to reach quality KPIs
• Monitored daily activities and staff allocation to meet KPIs... See more
Title Contact Center Adviser
Dates Employed Mar 2006 – May 2007
Employment Duration 1 yr 3 mos
Location Bucharest, Romania

● Supported the shifting of cards assistance activity to Contact Center by documenting the work procedures and writing the user manuals for cards software applications
● Customer relationship management (answered incoming calls and emails) and outbound sales

Flamingo Computers

Jan 2005 - Jan 2006

Sales Agent

Certifications / Courses / Projects

Jan 2005 - Jan 2006


InVision for UX Design
Nov 2018 – Present
Planning and Releasing Software with JIRA
Nov 2018 – Present
Selenium Essential Training
Nov 2018 – Present
Front End Web Developer Nanodegree
Nov 2017 – Present
Front End Web Developer Nanodegree
Certified Interpret for English Language
Jun 2001 – Present
 Romanian Ministry of Education


Entrepreneurial Skills
Problem and conflict solving
Project Management Basics
Risk analysis in lending
Time management and communication


I. Neighborhood Map - Jul 2018 – Aug 2018
    ● Single-page, responsive application built with ReactJS framework and with accessibility features
    ● Developed a full-page map that loads with over 25 popular points of interest in Craiova, RO
    ● The user can view information about each location (retrieved by AJAX fetch request to Foursquare API)
II. My Reads - Jun 2018 – Jul 2018
    ● Converted a static webpage to a mobile-ready web application, using ReactJS. Udacity provided an API server and client library to use
    ● Created the functionality to allow users to search for books, assign a reading status, and move books from one bookshelf to another
III. Memory Game - Mar 2018 – Apr 2018
    ● Build a complete browser-based card matching game, using JavaScript to manipulate the DOM and CSS3
    ● Implemented randomly shuffling of cards, congratulations modal, game board, timer, and star rating
    ● All application components are usable across modern desktop, tablet, and phone browsers

I have strong experience in product and process management in retail banking.
I am also passionate about web development and I have recently completed an Udacity Nanodegree in Front End Web Development as part of an EU scholarship offered by Google and Udacity. You cand see some of my projects build with JavaScript, ES6, ReactJS, CSS3 and HTML5 in the Projects section.

Spoken languages

ITALIAN: Average


ENGLISH: Advanced

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