Ancuta Gheorghe Petcu, Director of Operations – Webhelp Romania
Hi! My name is Ancuta Gheorghe-Petcu and I’m Director of Operations at Webhelp. With more than 15+ years working in BPO industry and coordinating projects across multiple industries like Fashion, Travel, also, I’m glad I can share with you some of the professional challenges and rewards of my extraordinary journey.
How did you start your career? Which were your first steps? How did you envision your career?
I started my career—or this challenging journey—at Webhelp out of a need that came up in my third year of college. I wanted to stay in Bucharest and at the same time increase my income, so a job as a call centre agent for a French company appeared. And the first step of my career was done. After a period of a love-hate relationship with the specifics of the campaign and because I wanted more time after work and no more evening shifts, I became Team Leader within a Telecom campaign present on the French market.
And by doing that, I wanted more 😊 more knowledge, more visibility, more exposure and so I applied for the Senior Team Leader position, and after that, I accepted the challenge of becoming a Project Manager, which also came with a shift of industry, this time I switched to travel & hospitality (and it was love at first sight 😊).
But looking back and especially in the early days, I definitely wouldn’t have seen myself in the same company for such a long time, and after university, I could see myself owning a translation practice together with my sister.
What were your key career moments?
As I previously mentioned, I really think that switching to a new Business Industry was a defining moment in my career. It made me realize that work can turn into passion. And the moment that made me want more was winning a new logo thanks to my collaboration with that client (an important actor within the travel industry on the French market).
What are the three most valuable career lessons you have learnt?
- Maintain a Healthy Work-Life Balance (maintaining a healthy work-life balance can play a huge part in our happiness, so we need time to switch off from work)
- Be a Team Player (group success is what drives businesses forward)
- Look After Yourself (sacrificing our health for a career isn’t a price that anyone should pay)
Why did you choose Business Services Industry? What were the top 3 reasons for choosing your company?
Individual Development, People First culture and embracing change and transformation are the top reasons for making Webhelp the right place to design a career.
Being a company driven by strong values, for most of us, Webhelp is a community of enthusiastic people who put the client at the heart and strive to enjoy every day.
Tell us a little bit about your private life: your passions, family. What do you do to relax?
In my free time, I like to travel, dine out, and discover what’s new in terms of restaurants in Bucharest, and after a hectic day at the office, I relax either at home with a delicious dinner prepared by my husband (who is a wonderful “chef”) and a documentary about a travel destination or maybe the wildlife or even about food 😊 and to complete the picture, I have a shopping session either at the mall or online (my middle name being “add to cart”).
My moments of ultimate relaxation also include spending time with my nephew and niece, whom I love to spoil with toys of course, some playtime energy, and home-baked cookies (I enjoy baking as blending ingredients such as sugar, flour, fruits, spices and turning them into edible beauty).
PS: I’m very passionate when it comes to cakes, cookies, sweets, as making them is one of my favourite activities.
If now you were starting your career, knowing the present and near future opportunities, what would you do?
I would totally be open about my career goals and learn/invest in my professional education. And finally, I would find a mentor to learn from their experiences and seek for advice.
What are the top 3 skills that you would develop?
- COMMUNICATION SKILLS
- FLEXIBILITY/ADAPTABILITY (it demonstrates one’s commitment and it’s a big advantage)
- ABILITY TO WEAR MULTIPLE HATS (at the end of the day, employers look for someone willing to try out different things, and wear multiple hats at the same time)
What would you do and what would you avoid doing?—practical advice to young professionals
Good question, but the answer may be long and wide. But to summarise, I would advise staying open to unexpected opportunities, accepting feedback, and not being afraid to ask for help because we are not superhumans. And value your time, as time has become a superpower and it’s essential to manage your time wisely.
Bianca Diaconescu, Head of Operations – Webhelp Romania
My name is Bianca Diaconescu, and I’m the Head of Operations for Webhelp. I joined the company a year ago, and I lead the tech division.
How did you start your career? Which were your first steps? How did you envision your career?
While I was still studying, in my first year at university, I got a job as a part-time sales agent in a contact centre. I decided to venture into the work field, not having any idea what I was doing. Moreover, I started to work to be able to support myself financially and become independent, being mindful that I must start from somewhere. A few months later, I traded sales for debt recovery and later switched to customer support service.
Besides the discovery journey of the work environment, I succeeded to overcome my fear of the unknown and to have clarity regarding what I really want to do. With that being said, I started to pursue my career path towards leadership, getting promoted from customer support representative to supervisor, afterwards team leader, manager, and on a later stage, director.
Reflecting on my past professional and educational experiences, I always pictured myself in a leadership role, as I love working with people and facing challenges.
What were your key career moments?
Each of us has a unique professional journey that encompasses a mix of experiences and learnings. For me, the key moments can be classified into three different phases: learning, growing, and mentoring.
Learning was critical in my early years because it helped me understand myself and what I wanted. This stage enabled me to invest the necessary time in clarifying my purpose, and project, and building a solid foundation for my career path, while also paving it with essential core values, the right attitude and mindset. During that time, I learnt the value of stepping outside of my comfort zone, being proactive, and communicating before being approached. It was at that point that I realized the importance of embracing change, as I had been fortunate to be exposed to a high degree of unpredictability and a wide range of requirements. It was not easy, so I had to arm myself with patience.
Once I stepped into the leadership roles, the growing phase started to manifest more clearly, as I accepted different opportunities. Not only did the number and complexity of my responsibilities increase, but I also began to be held accountable for team deliverables. Active listening to leaders and people around me, introspection of my actions, and application of the lessons learnt to my team aided in the process of successfully completing various assignments. This resulted in appreciation, which allowed me to maintain a consistent status in terms of my career plan while also allowing me to achieve my professional goals.
The final important step is mentoring. Because only by giving can you get more than you already have. Considering all the mentorship and ongoing support I have received from my leaders, has helped me assess my strengths, and opportunities and develop positive, long-term personal and professional relationships. I have the opportunity to share my experience and knowledge gained over many years to help others set up their goals and prepare for the next level of successful growth models. It’s one of the greatest rewards to see the trainees succeed as leaders. 😊
What are the three most valuable lessons you have learnt?
Looking back, I would say that, regardless of the role or the stage you are in, always be:
- Honest: as it represents the gateway for inspiration and trust.
- Humble/ Humility: it enables you to see the value of others, listen more effectively, and inspire great teamwork.
- Human: it is the base component of our society and business environment because it helps every individual to be authentic, empathetic, and adaptable.
Why did you choose Business Services Industry? What are the top 3 reasons for choosing your company?
Considering that under this umbrella named Business Services Industry, you are having the chance to find a variety of exciting industries, clients, technologies, dynamics, and endless possibilities, it is impossible to choose something else.
Webhelp offered me the opportunity to be part of a multicultural and amazing team, where a fast-paced environment is nurtured through a diverse pool of engaging projects. Webhelp is a People-First company, where you will see the core values translated into reality, where employees are encouraged and mentored to develop their skills and become their best version. Here, every passionate game-changer has the chance to make a difference and be appreciated and valued for it.
Tell us a little bit about your private life: your passions, family. What do you do to relax?
When it comes to my personal life, I love to spend time with my family and friends by doing different activities, from going into the park with my nephews, watching movies, or playing board games, to charting or hiking. I enjoy getting out of my comfort zone and having fun while discovering new things or aspects about myself that I may not have been aware of previously.
I’m passionate about history and art, therefore, I travel a lot because it allows me to connect my interests and expand my horizons, to be mindful of other people’s cultures and values, while making wonderful memories. Besides travelling abroad, I´m very proud to say that I explored a great part of our amazing country.
As for relaxation, I enjoy spending time with my husband, playing with our cat, and reading.
If now you were starting your career, knowing the present and near future opportunities, what would you do?
Definitely, I would continue learning, growing, and mentoring because they are ongoing phases. For me, this is the way to succeed, as this approach will keep me constantly updated, helping me overcome challenges and take full advantage of all opportunities regardless of what the future holds.
What are the top 3 skills that you would develop?
I would like to leverage visionary leadership, stimulate creative conflict-solving and foster commitment and follow-through.
What would you do and what would you avoid doing?—practical advice to young professionals
The perfect recipe doesn’t exist; however, I would encourage people to embrace change, design a solid career path, say no when required, maintain a work-life balance discipline, and make mistakes. Always be curious, not judgmental.
I would like to close my answer with some food for thought from Albert Einstein: “In the midst of every crisis, lies great opportunity.”
Elena Datcu, Production Director – Webhelp Romania
Hi everyone! My name is Elena Datcu, and I am part of Webhelp Team. I’m working as Production Director on different projects (Fin-Tech and Media High-Tech domain) and I’m happy to share with you my experience of almost 10 years in this BPO company.
I’ve started as an Advisor on a Telecommunication campaign in 2013, and after several years, once finishing my studies, I’ve decided to challenge myself and participate in the Team Leader Assessment Centre. I’ve started this new role in a B2C Customer Service activity, and, in 2018, I received an amazing offer to help and support for two months a new project in another country. It was an amazing experience, that gave me the possibility to see other ways of working, learn new things about a different culture, and share my knowledge with all these friendly colleagues. Back in Romania, I took a new step in my career, now as a Senior Team Leader for a French client on Media High-Tech market. After another year, I returned “home” to the project I’d worked on since joining the company, as a Project Manager. The COVID period proved again that we must always find the right way to adapt and find new ideas to turn the unpredictable into success—and I feel I did it! 2022 brought into my portfolio another Media High-Tech project, but it was also the year when I was promoted to Production Director. Stepping into 2023 and looking back, I must admit that I like what I see: beautiful life experiences and kind people! I’m eager to keep learning new things, to grow, and to succeed in any almost impossible task! 😊
When I started to work at Webhelp, I did not have in mind a specific career path, but for sure, it is a company that makes me want more and more!
When you have a long journey in the same company, you don’t realise all the big moments coming and passing out, but when you take a step back, you can see the whole picture and think about all the moments and situations that brought you here today. Key moments cannot be countable sometimes, but for sure, they are a lot in almost ten years.
During my whole career, I learned that you must push your limits, enjoy the road, and never forget to smile.
What do I like about the Business Services Industry? Entering the industry will expose you to different business practices and cultures. It allows you to meet, learn from, and collaborate with professionals that are the best in their field, and you can easily avoid routine. From my point of view, Webhelp is a company that helps employees develop, gives them flexibility, and strives to enhance their operations by implementing cutting-edge technology and methods.
What do I like to do in my free time? I’m an optimistic person, and I don’t look at the full side of the glass or the empty one, but I like to see what’s behind the glass. I love board games and I’m very competitive. I like to spend time with family or friends and create great memories—in the end, this is what really matters.
If I should start my career now, knowing the present and near future opportunities, I would likely focus on developing skills in areas such as technology, data analysis, and digital marketing. I would also likely seek out opportunities to work on projects that involve new and emerging technologies.
My advice for young professionals? Be open, never step back, embrace opportunities, and always maintain a positive attitude.