Cucliciu Mariana
About Cucliciu Mariana
Cucliciu Mariana is a Manager of Service Excellence at Raiffeisen Bank International Ag, where she has worked since 2007. She has developed and implemented a Service Excellence Initiative across five countries, focusing on improving personal interaction, complaints handling, processes, and waiting times.
Work at Raiffeisen Bank International
Cucliciu Mariana has held the position of Manager Service Excellence at Raiffeisen Bank International AG since 2007. In this role, she has focused on enhancing service quality across the bank's operations. Her responsibilities include developing and implementing initiatives aimed at improving customer service standards and practices. She has played a key role in establishing a Service Excellence Initiative that spans five countries, addressing critical areas such as personal interaction, complaints handling, processes, and waiting times.
Previous Experience at Bancpost
Prior to her tenure at Raiffeisen Bank International, Cucliciu Mariana worked at Bancpost as the Director of Branch Network Development. This role lasted for four months in 2007 and took place in Bucharest, Romania. During this time, she contributed to the strategic development of the branch network, focusing on enhancing operational efficiency and customer service within the bank.
Education and Expertise
Cucliciu Mariana studied at Academia De Studii Economice Din București, where she gained foundational knowledge in economics and business management. Her educational background supports her expertise in service excellence and quality management within the banking sector. Over her career, she has developed specialized skills in implementing quality standards and service practices across multiple countries.
Service Excellence Initiatives
Cucliciu Mariana has been instrumental in developing and implementing a Service Excellence Initiative that operates across five countries. This initiative emphasizes critical aspects of customer service, including personal interaction, complaints handling, and process optimization. Additionally, she has implemented a Quality Index in various countries, which defines standards, parameters, and dimensions for measuring service quality. Her work supports network banks by sharing experiences and best practices in service and quality management.