Project Management, CCC Bukarest

Every story usually starts with “once upon a time” and I did not think for one single moment that, at the age of 29, everything I had accomplished until now was worthy of being told.

 

I invite you all to be my guests in this tale, which I will relate to you as a young woman who began her life with an artistic career in mind – I graduated from the “Octav-Bancila” Art High school-musical class –.…and even my physique helped me: tall, blonde hair, blue, clear-sighted eyes and a lot of sensitivity.

 

… Only that, after high school, instead of the violin and piano, I studied the soul and consciousness, the science of behavior and mental structure; in one word: psychology at FAPA – “Petre-Andrei” University.

 

Day after day, even in between my superior studies when I was made president of the student partnership union (ASPA), a wonderful dream started to come into focus that made me concentrate on my organizational qualities, which, afterwards, formed the basis for my professional career.

 

With the help of the people next to me, with whom I had always formed a team, after my career start-up at the Public Relations department of “Grand PVD” and the sales department of the publishing company house “Polirom”, I entered the Cheque Dejeuner collective, a bank profile company, as a Commercial and Public Relations Department Representative, as well as a Sales and Telemarketing Department Representative, where I achieved great performances, which were confirmed by the 2006 Merit Diploma.

 

… Only in stories does it happen that the right characters appear at the right moment …?

 

Well, as a character of my own story, I happen to have been in that position, because, once I met the CCC family, everything under the wishing rod involving my activity became reality.

 

Here I am, performing great outbound challenges within the numerous International Finance Service Company, Publication Houses and International Telecommunications projects for our new CCC Bucharest location.

 

… What is missing from my story is the finale, because the beautiful dream that started during college continues to grow and be fulfilled near CCC.

Senior Team Support, CCC Linz

„I am one of the first to be part of our project. As an open and goal-oriented person, I have always felt good at CCC. This is still the case today!

 

I was soon offered an opportunity with Team Support. I took on this challenge full of enthusiasm. I was able to prove myself and my passion for my work. These new experiences in management, planning and controlling of a team of 50 prepared me very well for my next career move: Team Management at Competence Call Center.
As team manager at CCC, my life changed quickly.

 

Everyone in our teams is given support and encouraged to work on themselves. New goals and exciting challenges are the result of dynamic projects. I, as team manager, together with my team, ensure that they keep on moving.

 

When my colleagues at CCC approach me with a smile and leave with more than they came with, that’s when I do my job properly. My success is behind me and I am one step ahead of it.“

Senior Team Support, CCC Linz

"I felt a little intimidated by my upcoming civilian service and unsure about what to study and so I looked for a job in autumn 2004. I was looking for a job that gave me plenty to do, allowed me to be myself and take advantage of my limitless energy. After seeing various smelly offices, dirty warehouses and boring companies, I was impressed by the happy, cheerful and companionable atmosphere at CCC Vienna.

 

During the first few months I got to know every project as agent that we worked on at the time. Six months later and after the move to the new loft I realised that my specialty lies in mobile phone service and so I confidently applied for a position as manager. From that moment onwards, things moved on very quickly: while I trained as team support our team members I received my civil service notification. And in order to be able to work at the company that I had now got to love, I moved to Night Line: customer service in the middle of the night.

 

One year later, one week before the end of my civil service, I received a phone call that was to change my life significantly: I was offered the opportunity to set up a new team as team manager in Linz. I immediately packed my bags to start preparations in Linz. Now, one and a half years later, the team is thriving and buzzing. Contrary to plan, however, I did not leave Linz six months later. The reason for this, however, was love.“

Junior Team Support, CCC Bratislava

CCC Bratislava was starting a new project and needed immediately new German speaking agents. I was interested in working at CCC also before, but unfortunately there were no vacancies at that time. As soon as new positions were announced, I was contacted by my girl-friend that already works for CCC and she provided me with information about this unique opportunity. I immediately said yes. In the evening I updated my CV and I sent it to CCC. Next day I had to arrange two phone calls.

 

I was contacted by our HR manager to set up an interview. And I had to make a phone call to the company I worked for and inform them that I quit.

 

Interview was set up for the following day but due to my schedule I was not able to take part in it. Therefore we agreed to make the interview over the phone. After one and half hour phone call in 3 languages I became a new CCC member.

 

My start at CCC was really interesting. During the first 3 days I participated in training in Vienna, next four days I was working as an agent and then I became new Team Support for an outbound project. In spite of the fact that this was completely new position at CCC Bratislava, I was given all the help needed.

 

Until today I have learned new skills and I have gained much experience through working at CCC. Working environment helps me to be a better team player, strengthen my language skills and improve communication with people because I have to express myself all the time in a correct manner. In the future I would like to grow both personally and professionally at CCC.

Junior Team Support, CCC Bucharest

I applied for the job of Customer Service Consultant at CCC Bucharest with great enthusiasm as well as 5 years of call center experience.

 

I started my CCC career on 23 July 2007 as Customer Service Consultant for SkyEurope Airlines’ inbound project. Being part of a young team, I soon learnt what competence, team spirit and role model means in the world of CCC.

 

In parallel to my inbound service responsibilities with SkyEurope, I specialised in an outbound project of a well-known financial services company.

 

Nine months after the set-up of CCC Bucharest and the successful start of a project for an international mobile phone company, I was given the opportunity to be involved in the project as part of Team Support for 28 service professionals.

 

I am very proud and would like to take this opportunity to thank all those who have placed their trust in me. I look forward to the success of the future, which will be filled with personal and team commitment, target achievement and responsibility. I will assume and fulfil these responsibilities with plenty of energy.

Customer Relations, CCC Wien

Lukas began his career as agent at CCC Vienna when he was still young and finishing his Matura examinations.

 

After his military service, he returned to CCC and immediately took on demanding responsibilities in Team Support. In this position, he supported the e-card team (the Austrian Health Insurance Card) with his expert knowledge and looked over day-to-day business. His team commitment, the joint project and CCC were exemplary in all situations.

 

Since Lukas worked fast and was very solution-oriented, attractive new opportunities soon opened up for him in the form of additional new tasks. He actively helped to optimise internal tools and prepared the internal roll-out of a new knowledge database at four CCC locations as interface between operations and IT.

 

Once the main project in the operative team was complete, he was ready for new tasks. He was welcomed with open arms by the Customer Relations team as back office member of staff.

 

We wish Lukas all the success and lots of fun with his new responsibilities!
Anita Wilson and the CCC Vienna team

Agent, CCC Bratislava

I am 20 years old and I visited an international business high school in Vienna. My class was a bilingual one (English – German) and I also studied French. I really enjoyed having contact with many different cultures and therefore I wanted to work in an “international area”. This is why I’m studying international business in Vienna now.

 

When my friend offered me to work for CCC, I thought to myself: “Why not? Let’s get some experience!” So I am part of CCC since September 2007 and our project is SkyEurope Airlines. As a new member, I can clearly remember the whole process you are getting through before you answer the calls and solve customer’s issues on your own. Although the training was very professional, the first call was scary. It was my quality coach and I didn’t recognize his voice, because he changed it completely! He played a very rude and unsatisfied customer and I felt helpless.

 

After getting used to all those individuals on the phone and starting using the right wording, the calls were of higher quality. I have been taught how to tell the customer a dissatisfying message and in the same time offer him new possibilities - so that he ends the call with an enthusiastic voice.

 

I have a great pleasure to work in CCC Bratislava, because it keeps me moving forward and making progresses. I am happy to have the possibility to use my language skills, to practice positive communication and to work with young people. I love the every day stress - especially when the bag of calls seems to be exploded - and all those unexpected cancelled flights. And what is important – my chances of success are higher from day to day.

 

Team Management, CCC Leipzig

Agent, CCC Zurich

In 2006, when I came to CCC, I had just completed my further training course "Grundkurs Reisebranche" (basic course travel industry). Here at CCC I was given the opportunity to use this knowledge that I gained in a travel industry project. For me that was a stroke of luck because it was very difficult at the time to find a job in this industry. CCC offered me the opportunity to develop my skills and my specialist knowledge. From the beginning, I was very pleased with the excellent, young and dynamic team. One year later, CCC opened the doors for me to another project. Which shows that CCC never stands still and keeps developing. 

 

In addition the international atmosphere at CCC Zurich is very contemporary – I can use my 6 languages here daily. This special diversity and proximity to employees and customers is a matter of course here at CCC . The excellent communication and the quality of our work is reflected in the satisfaction of our customers.

 

I was also able to take part in the topic of team building, which allowed me to gain experiences in this area.

 

That’s why I have to say that CCC opens doors to people with a commitment and who want to get ahead.

Customer Relations, CCC Bucharest

Let me take you on a short journey; what do you think?

 

I worked in a multinational company, Vodafone,  for 6 years, . I took the opportunity to change something in my life and my personal development and I left for a Call Centre Manager position in a small company in order to gain experience in people management. What’s next, I said to myself the moment when I felt that I didn’t belong in that position. Another challenge, of course.

 

June 2007, I was given the opportunity to define my future. You want to know how? I am sure you guessed it already: I met Carita Vallinkoski, an extraordinary person, full of energy and the most passionate ambassador for CCC. I took this chance and I joined the team as a project manager even though the position proposed to me was the customer relations position. I made this choice because I love people, I love working with them, motivate them, understand their work by doing this work together with them, make them understand the meaning of the team work and make them aware of the importance of what they are doing. I found in CCC the organisational culture, the vision, the values that I need to develop myself, to feel that I can do something for the company and my work will be fully appreciated and recognised.

 

You want to know more?

 

After 4 months in project management, filled with action, ups and downs, good days or challenging ones, the Bucharest office needed a Customer Relations Manager. At that moment I said to myself: do I take another challenge or I do improve myself in project management? The answer was not simple, but I am sure you guessed again, I said ‘yes’ to this new challenge and offered myself for the job. Carita believed in my communication skills, trusted my experience in sales and said : ’I told you that you are meant for customer relations!”. Now I am happy that she believed in me, I am satisfied with my work, my development and being part of CCC.

 

At the end of this short journey through my story I am wondering what 2008 will bring for me in this constantly moving environment, a new challenge perhaps?

Agent, CCC Berlin

I started work at CCC on 1 August 2007. The committed team and the general environment made me feel at ease  straight away.

 

As inbound-agent I’m in charge of the wishes of the clients. Communication with customers is what inspires me, which is why I completed my apprenticeship as aviation service clerk. 

 

Because communication is important to me, I worked as outbound agent before I started to develop myself at CCC. There I was able to broaden my knowledge of customer support and I’m glad that I am able to integrate these experiences in my daily work at CCC.

 

The open and friendly structure of the company made it easy for me to become more specialized and offered me the opportunity to support a number of projects. My strength of purpose helped me to implement many of my plans and achieve the aims I expected from my work at CCC. So my motto is: ‘You can only be successful if you really want it and clearly explain your interest in it’.

 

I’m very glad that I decided to work in this company. I look forward to my future at CCC and want to thank everyone who supports me on my way.

Team Management, CCC Berlin

My development at CCC started in November 2006. Because of previous experiences gained in customer support, I felt at home at CCC from the first day. CCC offered me the opportunity to use and to expand my knowledge.

 

Due to my work in outbound, I had the chance to gain important knowledge and to prove myself. The large amount of projects I worked for had a great formative effect on me. I love taking on new challenges every  day. Because working with people every day is very important to me, CCC perfectly suits my vocational requirements. The familiar atmosphere encouraged me to stay with CCC and give it my best.

 

In the company, everyone has the chance to demonstrate their individual skills and what they are able to achieve– the same is true for me.

 

In October 2007 I was very happy to be given a new position in Team Manager.

Team Management, CCC Berlin

I started my adventure in the CCC family as agent in May 2006.

 

From the beginning of my work at CCC, I worked on many diverse challenging projects from inbound to outbound. At the beginning, in May 2006, I worked as inbound-agent for a car-insurer, followed by the position of booking-agent for a Pay TV broadcaster and a ticket hotline in July 2006. My tasks as agent at CCC had been fulfilled in February 2007 with a special outbound project for a TV channel.

 

I was assigned new tasks when I started a new projects. From May 2007, I have been in charge of customer support of the business traders of a famous online suction house. I started off as agent but soon I was responsible for team support and had the chance to gain a lot of experience in personnel and team management.
From December 2007, I have been Team Manager, and been in charge of 25 to 40 employees.

 

Furthermore, I am currently preparing myself for a trainer certification for this project. This certification will go hand in hand with new duties and challenges and I am very much looking very much forward to them.

 

This special magic of CCC and the friendly atmosphere among all colleagues fascinates every day and lets me discover new facets of my wonderful work.

Team Management, CCC Zürich

The CCC and I – that’s truly a success story!

 

As a qualified travel industry clerk I was very pleased to find that CCC had started a new location in Zurich with a travel agency project.

 

It was very exciting to be there as one of the first agents in the CCC during the development phase. My efforts and my commitment soon paid off and I was chosen as the first team leader of the new location – I am very proud of this to  this day!

 

It was fun for me being able to use my knowledge and my skills here every day. As a smaller team with 15 employees I particularly like it that there is a very personal relationship to the different people. It is a great honour for me to know that each individual person is putting great trust in me. My goal is to be there for my agents and support them in everything they do. For me as team leader the best thing is to be able to pass on to my team the fascination with my job and my expertise, to help them with any questions and to help them as a superior, and above all as a colleague. It is very exciting and interesting being able to be in intense contact with customers every day. I have been carrying out this task for almost 2.5 years with great commitment and great pleasure. Every day something new is waiting for me. The CCC is an unequalled employer. Here, you can find a team spirit and such commitment for the job that I have not seen anywhere else. That’s what encourages me every day to give it my best!

Junior Team Support, CCC Bucharest

I started to work for CCC in July 2007, when the office in Bucharest opened.   At first, I was a reservation agent for SkyEurope. I liked it very much and I got accostumated to the responsabilities of the job easily.   Then, in September, after a very short period of time, I became Team Support Manager. As Team Support Manager, I give my daily support to the entire team and this is a thing that satisfies me very much because we can give quality services to our customers and. in my opinion. this is the aspect that distinguishes us from the other call centers.   I am sure that in a short time CCC will be a very important player on the Romanian market and I am proud to be able to help CCC achieving these goals.

Project Management, CCC Berlin

Torsten Sander receives international certificate for his achievements as trainer.

 

On 25 July, Torsten Sander, Project Manager at CCC Berlin, was presented with a certificate for his outstanding achievements as trainer during the 2nd Contact Center World Conference in London. This certificate makes Torsten Sander one of the best Contact Center trainers in the entire EMEA region (Europe, Middle East and Africa). The president of the Contact Center World Conference, Raj Wadhwani, congratulated the enthusiastic Call Center Project Manager on his innovative training methods, his team building efforts and his motivational team development.

 

For me, the best part of the job is to discover the potentials of each individual employee, to identify their strengths and qualities and to make the best of them and their talents. My aim is to be passionate about my staff and to work towards whetting their appetite for new things and for continuously striving for improvement. My team inspires me and I hope that I can pass this inspiration back to our staff, so that they are able to surprise their customers with cheerfulness, imagination and positive thoughts”, says Torsten Sander. The team’s strong involvement, the happy team spirit and the fact that everybody feels that they are contributing toward the success of the team, these are the things close to Torsten’s heart.

 

Torsten showed that he has a big heart even before he started his career at CCC. He decided to set up a new Children’s Village in Cambodia to give children without a family new prospects and a warm home.

 

In 2006, Torsten Sander started his career at CCC. His motivation was to develop internationally. Torsten particularly enjoys the varied and challenging responsibilities he has at CCC. He started off as a CCC trainer in a project for a well-known media company. That way, Torsten communicated to his new staff members the spirit of CCC, the magic of positive words and the professional process structure. He taught people with a talent for communication all the relevant skills that are required to communicate with customers even more successfully.

 

In spring 2007, Torsten became project manager for a well-known online auction house. The company’s focus on service and sales gave Thorsten the opportunity to respond with special training courses for his team and specific courses on sales orientation as well having fun actively communicating with customers over the phone.

 

Torsten’s training concept was so successful that, from then onwards, he also worked in outbound projects. Employees and clients are equally enthusiastic about Torsten’s motivational skills and his continuous development of training methods and concepts. With his enthusiasm for communication, Torsten leads his staff to success.

 

Team Management, CCC Berlin

I started my career as agent at CCC in October 2004.

 

Through my previous job in banking and insurance, I know about the importance of customer service. Satisfied customers and successful teamwork have always been the motivation for me here at CCC.

 

CCC offers new opportunities every day – to all those who dare! Because independent of background, previous training or qualifications and experience, with diligence and commitment, everybody can become an integral part of CCC. Everybody is always given the chance to gather experience in the contact with customers and to find their own way through training and further training.

 

I started as an agent, followed by interesting responsibilities in correspondence, quality and training, and finally my current job as team leader – all of these in different projects. As trainer and team leader I have already played a part in four exciting projects.

 

An excellent working atmosphere and new and fun challenges and responsibilities every day confirmed it for me that my decision to work with CCC was the right one. This is something that everybody can do!

Team Management, CCC Berlin

I started at CCC on 20 May 2005 as an Inbound Agent in a young and motivated team by the river Spree. I learned about the core of our business in direct contact with our customers: a service concept that goes beyond the mere handling of inquiries. I applied this principle on the phone, continued to pursue it from January 2006 as part of the Correspondence Team and developed it through taking part in in-depth training courses.

 

Looking after a special team in summer 2006 and my work in the back office gave me the opportunity to extend and develop my competences in new subject areas. Finally, in June 2007, I started my current job as team leader in a new project at CCC Berlin. It greatly motivates me and I am happy to be able to co-manage this team and move it ahead each day, one step at a time.

 

It's teamwork: that’s what the strength of CCC is based on. And following this motto, I look forward to all the tasks that are ahead of us.

Training, CCC Berlin

Before I joined the CCC family, I had trained in media design for digital and print media, specialising in consulting. After my training I looked for new challenges and opportunities for further training when I came across a CCC ad on the Internet.

 

In November 2005, CCC gave me the opportunity to prove my skills as an agent. Since I have always been relaxed and open in my dealings with other people, I integrated very easily. I liked my work in this lively and motivated team from the beginning. From June 2007, my responsibilities at CCC also included training people for an exciting project. As a trainer, I am responsible for training new employees, motivating them and rouse their enthusiasm for their new tasks. Each new working day also brings new challenges for myself.

 

I am glad that I took advantage of the opportunity offered to me by CCC. Experience shows that you can get far in life if you are 100% committed.

Quality Coach, CCC Bratislava

I am happy and proud to have reached the point where I am right now, being able to see things moving and changing.

After graduating at a bilingual High School (German – Slovak) I started to work and travel abroad.

I used to work as a travel representative in different countries for a time period of three years. This involved living in Egypt, Cyprus and Greece giving me the opportunity to discover people and their culture.
Being responsible for customers, working actually for them, respectively with them, always fascinated me!

2006 in February I started as a Reservation Agent for SkyEurope Airlines. A challenging and demanding job! My personal opinion: “It is not just only picking up calls and talking to the customers, no it is living with soul and patience every days work, a work going deep under the skin of my body!”
In October 2006 I went to CCC  Vienna as an ambassador from CCC Bratislava. Five months working as an Agent for a big telecommunication company, picking up calls, solving interesting cases, having coaching, workshops and last but not least the feeling that I am a member of the BIG CCC-Family.

 

My position was and is - what for I am really thankful – to be better, improve myself and continue with this mission in CCC Bratislava to help other people in our Team.

 

Since March 2007 I transform my mission as the Quality Coach in CCC Bratislava. I am happy to be a Quality Coach in this challenging project. Every day is colorful, sometimes feels like dynamite, challenging, hard to describe! But one thing is clear: it is not at all boring!

 

I am every day invited to work in an international environment with a young imaginative team, a great experience, an experience creating my motto:

 

“Changes move us forward”

Team Management, CCC Berlin

Being an all-rounder is just fine. Except for in the context of finding a possibility for effectively making use of your numerous capabilities in our specialised industry. My function as a team manager offers several of these opportunities since autumn of 2005.

 

I constantly enjoy redefining the limits of my personal competencies as a consequence of supervising and supporting my team at CCC Berlin. In the computer-assisted work environment I am able to establish improvements and innovations over and over again and, thus, steadily optimise the agent's and my own work. The positive, familiar atmosphere of cooperation gives me a new experience of "work".

 

Due to external support in the customer's office, which is on my schedule several times a week, I get to know various new aspects of the client's and CCC's assignment, which marks a major part in forming my daily work. Thereby, project quality and, thus, consumer satisfaction can only grow. I enjoy going to work.

Team Management, CCC Berlin

My career at Competence Call Center started in November 2005. I've enjoyed the young and flexible team and the cultivated atmosphere from the very beginning. As a result of my own initiative in the course of a challenging project I was promoted to team support rather quickly.

 

Shortly after this promotion I was offered the opportunity to contribute to the ambience and competence at CCC as a trainer. Among these duties I also developed new skills as a team leader and in the daily staff planning in order to round up my skill portfolio. Until now I always took the challenge of demanding tasks which require flexibility and exceptional communication skills - both I like.

 

During my commitment I had the opportunity to broaden my knowledge in topics like communication, organisation and motivation. A flat hierarchy and dynamic employees always contributed to optimise the work flow within CCC. I am happy to be part of CCC and I am looking forward to take any chances that arise!

Reservation Agent, CCC Bratislava

I started at SkyEurope Airlines as Reservation Agent in February 2005, and since August 2006 I have been a player in the CCC league, so to speak. I enjoy being an enthusiastic person who loves to communicate. In addition to my mother tongue Slovak, I also speak fluent English, German and Italian, and I am working to improve my French language skills.

 

I was born on April 1975 in Bratislava, and I have always dreamt of getting to know foreign countries and cultures, meeting people from all over the world and, above all, knowing other languages. In the former Czechoslovakia, during the "dark communist times", this was only possible after November 1989. When democracy was established and the borders were opened up, I decided to take the opportunity and study in the US for one year. That's when I caught the travel bug and for some time I lived in Germany, Italy and Austria to focus on learning German and Italian.

 

After my return to Slovakia, I took on a very special job at the Call Centerof SkyEurope Airlines. And that's where I am, a member of a professional and international team at CCC Bratislava. I am very happy to be able to benefit from the opportunity to develop my language skills, to solve interesting problems and to communicate with clients from across Europe.

 

I look forward to 2007 with great anticipation, and to gain even more communicative strength with the help from CCC communication experts and my new colleagues

Human Ressources, CCC Bratislava

I have been working as a staff manager in CCC Bratislava since September 2006.

 

In these few months I have got the great opportunity develop myself as a CCC staff manager. I managed to make my time-management more effective and to penetrate deeper into the Slovak labour code. In a short time I recruited 15 people for our polish section and I reflected on a possible higher efficiency of processes related with HR issues. I experienced a few rather exciting moments with a lot of tasks and managed the regular HR agenda like shift planning, salaries and contracts besides all. And, of course, I would not think of missing the regular football game on Wednesday with my friends on any account. So far I can say that I have certainly not had a day when I woud be bored or locked in stereotype.

 

And as a big part of my personality is that of a fighter, I like it and I am thankful that CCC offered me such a challenging and exciting job.