Violeta, our customers' voice

Digital services have created new professions, especially in terms of customer service. Violeta Stroe explains how her digital expertise enables her to voice our customers' needs in Romania.

Can you explain your job role to us?

My job involves analysing Orange’s online brand presence and what people are saying about it. To do this I use a dedicated tool called Radarly to collect all of the information that mentions Orange on social networks like Facebook, Twitter or Instagram, as well as blogs, forums and other websites. I analyse this data and share the insights I’ve gained on different trends or specific subjects with other departments across the business in order to improve our services and customer experience. I’m also responsible for the social wall, a library of visualised Orange data which gathers and displays live information collected from online channels.

What are the 3 skills you need to do your job?

Analytical skills, creativity and communication skills are essential for this job. I analyse big data, huge amounts of information, from which I have to extract the most relevant information for the business. You have to be able to read and interpret data, consolidate it and present it in a way that’s understandable and attractive. But you also have to be passionate about digital and enjoy learning and developing new skills to always be up to date with the latest innovations and web trends.

If you wanted to attract someone to the same job as you, what are the 3 points you would highlight?

What I enjoy the most about my job is the chance to gain feedback directly from our customers. I feel closer to them, and can understand their needs better. I also find it fascinating how big data can be transformed into useful information. I enjoy each step of this journey collecting and analysing data, which like a puzzle pieces together all of this feedback to build the Customer Voice. Finally, my job has given me the chance to stay up to date with the latest worldwide trends such as AI and machine learning which makes things even more exciting.

What is your next challenge?

I am currently working with our IT teams on a new project that’s based on artificial intelligence and machine learning: a tool that will allow us to automatically interpret the subject of a message and the tone of voice, so we can work out the mood of what has been written. It will be a major evolution which will allow us to be better and faster at adapting to our customers’ needs.