Speakers:

Cagatay Turan Teleopti AB	Dan Mazilu Mediatel Data	George Suciu BEIA Consult International	Razvan Iliescu Bell Gateway
Marian Raianu Euroanswer	Aneta Dan Raiffeisen Bank	Carita Vallinkoski Competence Call Center	Cristian Nicoara Hilt Training
Monica Sora Contact Center Consultant	Anca Alexe Service, Quality, Processes	Razvan Capatana Business Results	Alexandru Popescu Unirea Medical Center
Simona Trofin Romtelecom	Marcela Stoica Customer Service School	Bogdan Vasiliu Romanian Banking Association	Raluca Partenie Vasiu Bosch Communication Center
Eduard Merk	Andreea Stanescu Vodafone Romania

If you want to become one of the conference speakers please contact us to establish the format.

Become a speaker!

We are currently accepting abstracts for potential presentations such as case studies, educational topics, best practice or instructional seminars for the Call Center Conference.

Send an email inquiry to registration@callcenterexpo.ro to express your interest and learn about our speaker guidelines.

Potential speakers include:

• call center managers and executives who can share their expertise on a particular educational topic or present a case study on their operation's success.
• call center consultants or experts who can present an interactive seminar and provide a valuable learning experience for call center managers and executives
• other industry professionals or vendors with insight into technology practices, operational best practices etc.

	Cagatay Turan Channel Manager Teleopti AB Experience December 2008 – Present – Teleopti AB Channel Manager (Turkey, Greece, Romania, Serbia, Croatia and Bulgaria) February 200 - November 2008 – Fujitsu-Siemens Computers Senior Product Presales Consultant January 1998–February 2007 – KoçSistem Bilgi ve ?leti?im Hizmetleri A.?. Avaya Product Manager (1998-2007) Education 1994–1997 – Marmara University Master of Business Administration 1989-1994 – ?stanbul Technical University Mechanical Engineering 1978-1989 – TED Ankara College Primary, secondary and high school Rewards “Best Presales Engineer of 2006” reward given by Avaya Turkey
	Dan Mazilu General Manager Mediatel Data Dan Mazilu graduated University Politehnica of Bucharest in 1990, Computer Science and Engineering department. Since 1996 is the General Manager and founder of MEDIATEL DATA, a romanian company, developing Call Centers and telephony related systems. He is considered one of the pioneers in contact solutions or call center industry in Romania and Eastern Europe. With lots of call center systems installed worlwide, his professional team is now famous for establishing the standards in the Call Center industry, ready to help any company to identify better telephony systems.
	George Suciu General Manager BEIA Consult International George Suciu graduated the Polytechnic University of Bucharest in 1972, specialization at the Faculty of Electronics and Telecommunication. In 2004 he graduated the Telecommunications Executive Management Institute of Canada (TEMIC). His career started as telecommunication researcher, between 1972 and 1990 he worked at the Institute for Research, Projects and Testing in Telecommunications (ICPTTC). In 1991 George Suciu has founded the company BEIA Consult International SRL, a hardware and software integrator delivering telecommunication solutions. As General Manager he has always promoted new technologies, expanded the range of products and invested in research for innovative IT & C solutions. With an experience of over 18 years in PABX, IVR, Call / Contact Center, Unified Communications the company developed partnerships with leading manufacturers like Alcatel, Siemens, Dialogic, Voxtron, FMT, Enterasys, Hughes. As a member of the Romanian - German Chamber of Commerce (AHK) Mr. Suciu has been offering consulting and services in the IT, Telecom and software industry to various companies.
	Razvan Iliescu President and CEO Bell Gateway Razvan Iliescu is the President and Chief Executive Officer of Bucharest-based Bell Gateway Software Solutions, the largest provider of operational and retail automotive software in Eastern Europe and The Balkans, with two locations in Europe. Mr. Iliescu, 35, founded Bell Gateway in April, 2001, and in 2007 expanded internationally, by establishing Bell Gateway Regional with headquarters in Skopje, Macedonia. Previously, at Connex - presently Vodafone - from 1997 to 2002, Mr. Iliescu served variously as Loyaly Specialist, Major Accounts Specialist, Customer Service Team Leader, Billing Support and CRM Developer and Integrator Specialist. At his last stage at Connex, he had primary responsibility for the integration and development of Nortel Networks Clarify CRM. From 1995 until 1997, at GfK GMBH, Mr. Iliescu served in various middle management capacities, including as Data Production Manager in Frankfurt am Main, Germany. Mr. Iliescu holds an MBA in Advanced Language Programming from The Romanian American University and a Bachelor of Computer Science from the same university. He serves as honorific member and sponsor of Sinaia Life Rescue Team in Romania. Mr. Iliescu and his wife, Raluca, have one child.
	Marian Raianu Global Business Development Euroanswer Marian Raianu has successfully signed up sell-side contract/mandates for CEE based companies and managed the transaction process; He also created a business network in the CEE geography in order to exploit M&A potential opportunities. Among his successes, the following should be mentioned: - Successfully exit at profit two self-funded operations to strategic investors; NETPOINT and GTC. - Principal consultant on behalf of a financial group led a specialist team throughout the acquisition process for Belcel: initial valuation, negotiation, due diligence/business modeling, completion, integration. - Leading management consultancy teams in change-management projects (green field/restructuring) for telcos in EMEA (Belarus, Malta, Romania, Macedonia, Czech Republic, Nigeria, Cameroon)
	Aneta Dan Call Center Director Raiffeisen Bank Raiffeisen Bank
	Carita Vallinkoski Expansion Management Competence Call Center
	Cristian Nicoara Consultant Hilt Training Cristian Nicoara joined Telephone Doctor ® Team, bringing his experience gained in customer operation department at one of the biggest multinational telecommunications company. Though he has a technique-based background, he chose to become a professional trainer after he developed and delivered training programs for Customer Service Department, Telesales and Front-Line, activity that he understood it represents him. In private he has a hobby for photography and he considers that this hobby and being a trainer have something in common: both offer you unlimited ways to express your self with great impact for the viewers. Due to creativity, humor and experience, Cristian gives a plus value to every delivered training.
	Monica Sora Contact Center Consultant Monica has a degree in Mathematics and after a short experience as a teacher in I.L. Caragiale High School, she started a long 13 years journey in Customer Service and Customer Operation. In Mobifon, she gathered experience in all areas related with customer service and operations – Call Center, Credit and Activation, Collection. Also, she developed the team that coordinated all operational departments from Mobifon (now Vodafone) dealing with customers, including the Call Center. Managing this team, she coordinated the entire Call Center from technical point of view and in terms of budgets, forecasting and scheduling people at work. After eight years, she changed the industry, but still keeping the domain – Customer Experience. She created from scratch the Customer Care department for ABNAMRO Bank Romania (actual RBS Bank), Consumer customers – ABNAMRO Interactive, covering areas as Call Center, Telesales, Complaints, Loyalty and Retention, Training. At ABNAMRO she created the first 24/7 Call Center from Romanian banking sector. During the last two years she created the Customer Care department for another bank – Emporiki Bank Romania, member of Credit Agricole Group. Here, Monica created Emporiki CONECT, a full service for consumer and SME customers covering Call Center service line, Complaints, Loyalty and Retention, Telesales, Collection, Quality Service and Training. Now she is working as an independent consultant in Call Center and Customer Care and she fulfilled her dream – to work with children and for them – by opening an afterschool.
	Anca Alexe Senior Consultant Customer Care Service, Quality, Processes 16 years of experience in the telecommunications industry, especially in the Customer related areas. 10 years of experience in senior management positions, director or senior director. Senior Director of Customer Operations Responsible for overseeing the following areas: Customer Service, Loyalty, Scheduling, Training Center, Credit, Activation, Collection and Accounts Receivable and temporarily Sales Support and Sales Training Team Manage more than 1,200 subordinates Member of the Executive Council of the company and Black Belt Director of Customer Experience Responsible for the development and implementation of the company’s strategy towards delivering the best customer experience in the market Coordinated several cross functional teams to map current processes in the most critical touch points with our customers, to identify the current customer experience delivered in those touch points, to identify gaps compared with the desired level of customer experience and to identify projects to correct those gaps. Director Special Projects including IVR & USSD Responsible for the development and implementation of the Customer Operations special projects including the IVR and USSD based services Being certified as a Green Belt I coordinated a cross functional team which used 6 Sigma methodology to map the current experience of our customer with our Interactive Voice Response system, identify issues and define a new experience for our customers, including writing the technical specification for a re-development of the system.
	Razvan Capatana Managing Partner Business Results He started his activity as a Research Analyst for Mercury Research in 1999. There he had the opportunity to learn more about quantitative and qualitative research and he realized that he has a very good affinity to figures and data intelligence. During 2000-2004 he worked as a Strategic Planner for Scala JWT and Marketing Specialist for Direct Marketing Group. Starting 2004 he founded his own advertising agency Business Results, specialized in direct marketing and online campaigns. Among the campaigns he was involved in 2009 can be mentioned those for Oracle, IBM, Nissan, Dacia-Renault, Cetelem etc. From 2009 he became a Qualified Google Advertising Professional.
	Alexandru Popescu Commercial Director Unirea Medical Center Experience Comercial Director - Unirea Medical Center - February 2009 – Present (1 year 2 months) Business Development Director - Centrul Medical Unirea - February 2008 – January 2009 (1 year) Commercial Director - Euromedic - March 2006 – January 2008 (1 year 11 months) Comercial Director - Medicover - January 2003 – February 2006 (3 years 2 months) Sales Manager Special Projects Bucharest - Romtelecom - January 2002 – December 2002 (1 year) Key Account Manager - Telemobil - January 2001 – January 2002 (1 year 1 month) Major Account Specialist - Connex - February 1999 – January 2001 (2 years)
	Simona Trofin Director, Customer Management Directorate Romtelecom 2008 – present – Customer Management Director Romtelecom S.A - Continuously increasing Customer Satisfaction, bringing Romtelecom again in top 10% European fixed-line providers; - Efficient cost management by maintaining operational costs with 5% below the target; - Maximize sales potential through Call Center by increasing sales performance with 100% while reducing churn up to 50%; 2006 – 2008 – Call Center Director Romtelecom S.A. - Bring Romtelecom Call Centers to European fixed line standards; - Increased conversion rate up to 50% in order to protect the revenue generation per channel; - Design and implement Performance Management for non managerial positions for the first time within Romtelecom; - Identified cost savings potential and captured 20% cost reduction. 2003 – 2006 – Sr. Product Manager, Mobifon S.A. / Vodafone S.A. - Reduce churn up to 30% as a result of new loyalty program design and implementation; - Successfully integration within Vodafone product launch and retention strategy. 2001 – 2003 – Major Accounts Team leader Mobifon S.A. / Vodafone S.A. - People recruitment and people management; - Align Key Performance Indicators to support Customer Operations objectives; - Evaluate results versus objectives and design development and rewarding programs. 1997 – 2001 – Customer Service Specialist Mobifon S.A. / Vodafone S.A. - Provided courteous and efficient information service, over the phone, to existing or potential customers by responding to inquiries about the company's products, services, pricing, and contractual issues.
	Marcela Stoica Director of Customer Relations for Business Market Customer Service School Business management - Call center operations and technology - Call center start up - Strategic & operational planning and execution - Budgeting - Customer satisfaction management People management - Recruitment, selection, and training - People development and motivation - Performance management - Building effective teams - Employee satisfaction and retention Process management - Design and implement effective and efficient business processes - Business process reengineering - Business process management - Quality management - Innovation management - Change management
	Bogdan Vasiliu Vice President, Commission of Experts in IT&C Systems Security Romanian Banking Association
	Raluca Partenie Vasiu Sales Manager Bosch Communication Center Raluca Partenie-Vasiu is at present Sales Manager at Bosch Communication Center in Timisoara. She has graduated West University in Timisoara in year 2000 and attended her postgraduate studies majoring in Enterprise Diagnosis & Evaluation until 2002. During her early years of college (1999-2003) she had started her operational background as Customer Care Representative at Orange Romania. Further on she became an internal trainer at Business Relations in Timisoara, providing Customer-Oriented & Communication trainings for the employees. Since 2004 she developed her career becoming Deputy Manager, also supervising Sales. Starting 2007, Business Relations has been taken over by the BOSCH Group as they focused on extending their business units and develop the communication services in Eastern Europe. Raluca is now proving her negotiation skills and is extending our client’s portfolio for Bosch Communication Center in Romania.
	Eduard Merk Contact Center Consultant Eduard Merk has a background in Law, Informatics, Business intelligence and Organizational development. He has been a business consultant since 1984 and has been in the call center industry since 1991. Eduard has worked as a consultant for a number of companies that are connected to the call center Industry in Europe such as KPN -Telecom, Tote-M business architects, Prisma Consultancy for Interaction Centers, Institute Eikenrode, NICE-IEX Call Center solutions. InVison Enterpise WFM solutions and is currently working for Teleopti AB WFM solutions For many years Eduard has been an Auditor for financial, administrative and operational in various types of industry. In the call center industry Eduard is known for his knowledge of statistical analysis and simulation in connection to workforce management in the modern multimedia contact center (eg. forecasting, scheduling, staffing intraday management). He is also the author of many articles written for the Dutch and German Call center magazines and has been a speaker on many events all over Europe. This is his 4th presence, as a speaker, at Call Center & Customer Care Conference and Expo in Bucharest.
	Andreea Stanescu Senior Director Customer Operations Vodafone Romania Andreea has gathered almost 15 years of experience in customer operations area, being today one of the most well-known professionals from the market. She started her career in 1994 as Telesales Supervisor at DHL Romania. Three years later, began her journey in Vodafone (formerly known as Mobifon), first as Activation Manager and then as Customer Service Manager. Her achievements recommended Andreea to be soon promoted as Director for Activation, Credit, Collections, Fraud and Accounts Receivable. Among her many achievements, the most important were: exceeding all targets while increasing customer satisfaction and accelerating rate of growth at all levels; implementing application and behavior scoring; setting-up post-disconnection collection process and systems. In 2000, she made a short switch in her career and life, choosing to use the high degree of expertise gained until then in restructuring the operational department and implementing all necessary changes in Americel, a telecom company from Brazil. As Customer Operations Director for this company, Andreea managed to transfer some of her knowledge to the local staff, ensuring acceptance for change in processes and working culture. Between 2003 and 2008, while she was Senior Director for Consumer Marketing and Member of Executive Council at Vodafone, Andreea also brought a major contribution in the marketing department: e.g. the redesign of the consumer product portfolios; implemented first 3G infotainment portal in country; launched the most successful mobile data card for consumers in the market, etc. Now she is Head of Customer Operations and Member of Strategic Review Committee in Vodafone Romania, having the responsibility of 10 departments and more than 1000 staff.