Our People: Careers Built Inside Global Remote Services (GRS)

Silvia Sîrbu

Silvia Sîrbu is a communicative and deeply people-oriented professional who joined GRS in 2006 as an agent, answering customers on the phone like every colleague she would later recruit, train and support.

Through commitment and constant involvement in key projects, Silvia built an inspiring career, one step at a time: Team Leader, Recruiter, Trainer and Project Manager, and today HR Director. Each of these roles taught her a different side of the business – how a team works on the floor, how the right candidate is chosen, how a new colleague is prepared for their first call, and how a project is delivered to a client’s standards.

This path is what she brings to Human Resources today. Having held almost every role she now oversees, she understands both what the company needs and what people need in order to stay, grow and do their best work. Twenty years on, she still sees GRS through the eyes of the agent she once was.

For clients, a stable and well-supported team means continuity: experienced people who know the project, and new colleagues who are recruited, trained and guided with care. For candidates, Silvia’s own story is the clearest answer to the question of whether a career can be built inside GRS.

Alina Tănase

Since joining Global Remote Services in 2005, Alina Tănase has been a driving force behind operational excellence. She has spent more than two decades with the company and has seen it grow from its first offices to the multi-site, multilingual organisation it is today.

Her career is a testament to dedication: she became Quality Manager in 2009 and now holds the role of IMS Manager, responsible for the company’s Integrated Management System.

In practice, this means overseeing both quality and information security standards in accordance with ISO 9001 and ISO 27001. She makes sure that processes are documented and followed, that risks are identified and managed, that audits are prepared and passed, and that every improvement becomes part of the way the company works every day.

Her expertise in industry compliance and client satisfaction has been a cornerstone of the company’s growth and ongoing development. For clients who entrust GRS with their customers and their data, this work is often invisible, but it is what makes it possible to rely on consistent quality and secure processes, project after project.

For Alina, quality is not a department but a shared value – built through dedication, teamwork and strong principles, and renewed with every audit and every improvement.

Cerasella Man

Cerasella Man’s journey at GRS began in 2010 as an Agent, and from the very start she brought a results-driven mindset that would go on to define her entire career.

Over the years, she progressed into roles of increasing responsibility: Team Leader, Project Manager, and then Admin and Finance Manager in 2022, before becoming Finance Director in 2025. Few finance leaders know the operations they support as closely: she has handled customer contacts, led a team and managed projects before taking charge of the company’s finances.

This experience shapes the way she works. Behind every budget line she sees the teams, the projects and the clients that make the business run, and she understands what it takes to deliver a service day after day.

In her current role, she brings strategic clarity, financial rigour and a sharp eye for operational efficiency, consistently transforming complex challenges into tangible opportunities for growth. For clients, this means a partner with solid financial management and a clear view of how resources are used to deliver results.

Sixteen years after her first day at GRS, what motivates her is still the same: turning challenges into solutions, and seeing the results of the team’s work.

Iuliana Bereșiu

Iuliana Bereșiu’s journey at GRS began in 2010, and over the years she has grown alongside the company itself, evolving through every challenge and milestone to reach her current role.

Today, she holds the role of Manager of Cross Functional Operations, a position that sits at the intersection of people, processes and performance. In this role, she ensures that different teams work in harmony towards shared goals, bridging gaps and turning complexity into clarity.

Cross-functional work means connecting operations with support functions such as quality, training, recruitment, IT and planning, so that each project has what it needs, when it needs it. When a new project starts or an existing one grows, this coordination is what allows teams to move quickly and in the same direction.

What truly defines her approach is the belief that knowledge shared is growth multiplied. „Sharing is caring” is not just a phrase for her, but a way of working: she encourages colleagues to share ideas, experience and support, fostering collaboration, strengthening teams and letting results follow naturally.

For clients, this translates into an organisation that works as one team rather than separate departments, and into projects that benefit from sixteen years of accumulated experience shared across the company.

Cecilia Mirea

Cecilia Mirea, or „Ceci”, started by saying she would never work in a call centre – and by the end of August she will have completed 16 years at Global Remote Services (GRS). She has worked in all of GRS’s offices (Pantelimon, Moșilor, Avrig), where she handled the first projects in German; at the time, she was the only German speaker in the company.

From a clerical role in transport, working alongside drivers, she moved into a field that now defines her, within a company she has always considered her home. An economist at heart, she completed a degree in Tourism and Commercial Management at 41, while serving as a Team Leader at GRS.

She started, like most, as an agent, then became a Team Leader, and now describes herself as a hybrid: a Project Manager with people skills and duties. She has trained people and taught them that working in a call centre means learning to smile even when you are not seen, and to be kind even when you cannot see the other person. She learned to remember names, because the people she works with have names, not numbers.

She loves to write and is, in her own words, hopelessly in love with the Romanian language. She reads in the languages dear to her: Romanian, which she considers supreme; German, the language that speaks to her analytical mind; and Italian, learned in Italy, so melodious and clear. She loves to travel and to tell stories about places and people.

Marinela Trifan

Marinela Trifan describes herself as a mechanic who fell in love with words. She had meant to study philology with German, but she chose tourism instead, drawn by the idea that nothing could be lovelier than looking after other people’s holidays.

The dream was a beautiful one, and a short one; the alarm clock went off early.

Before the word was in common use, she was already an „entrepreneur”, running her own computer games company.

Having spent much of her life on the border between one era and the next, she then moved to Italy, and came back with a major life experience and, above all, fluent Italian.

She did not know what a call center was when she walked into her first interview; the room struck her as a beehive. Nineteen years later, she still has not left it.

She started as a call center agent for a year, spent a year as a team leader, and has now worked as a trainer for seventeen years, alongside ten years as an occupational health and safety officer.

Between the official job titles sits a longer list: she has sold goods at the market, taken photographs, written short fiction, taken care of the elderly, and kept a blog.

What runs through all of it is that she has always cared about people. And she still dreams of being a mechanic.

Thank you for being with us for so long!

Paula Năstase

Paula Năstase began her journey at Global Remote Services in 2012 as a Customer Service Agent on an Italian-language project. At the time she did not fully understand the word “cuffie” – headphones – even though it would become one of the keys to her work in the call centre. She said “OK, I accept the challenge!”, and 14 years later she is still here.

In 2015 she became a Team Leader, a role in which she learned a great deal, developed herself and, above all, understood how beautiful, and how different, people are. She learned that no matter how complicated a problem may be, there is a solution when there is involvement, communication and a desire to work together.

She came to see that leading a team is not only about coordination, assigning tasks or good KPI results. It means being involved in everything that concerns every member of the team, understanding people’s needs and supporting them – and the results she achieved were made possible by the team.

Since 2024 she has been part of the Human Resources team as HR Officer – a new challenge on her journey. She moved from coordinating a team to standing alongside people in a different way, and this change confirmed once again how much she loves working with people.

For her, GRS remains a school for people who want to learn, and a family that helps you grow. It senses when it is time for the next step and gives you the context to take it.

She loves positive people, people with beautiful stories, vision and experiences to draw inspiration from. Outside of work, she loves the sea and the peace she finds there, and enjoys discovering new places, people and cultures. Family is where she recharges and feels supported – for her, an important part of what she calls the key to success.

Adriana Drăgușin

Adriana Drăgușin is one of the most optimistic people in the GRS team, bringing warmth, energy, and genuine care into every interaction.

Her path has been anything but ordinary: with an academic background that evolved from energy engineering to tourism and travel, Adriana naturally found her place in a career built around people.

With over 16 years at GRS she has grown alongside the company, from the Pantelimon and Moșilor offices to Floreasca Park in Bucharest.

She has moved through different roles before building a long-term career in HR and recruitment. This journey has given her a deep understanding of the company’s culture, teams, and the qualities that help people succeed here.

As a Recruiter, Adriana is passionate about connecting with people, understanding their potential, and helping them find the right place to grow. She combines empathy, attention to detail, and strong communication skills with a modern approach to recruitment, using digital tools and AI to make the process more efficient while keeping the human touch at the center.

Outside of work, Adriana’s love for people, painting, travel, and new experiences continues to shine through her hobbies and interests, bringing the same curiosity and positive spirit that define her professional life.

Her mission is simple and meaningful: to help GRS grow through the right people, chosen not only for their skills but also for their values, attitude, and fit with the team.

Thank you for being with us!

Andreea Ciobanu

Andreea Ciobanu joined GRS in 2016, and over ten years she has grown alongside the company to become an exceptional Supervisor.

In her current role, she monitors and coordinates both agents and team leaders, ensuring that our high quality standards and procedures are always met. Supervision is where daily operations and quality meet: following performance indicators, checking that processes are applied correctly, spotting what can be improved and making sure that every team has the guidance it needs to deliver.

Andreea also acts as a bridge between our organisation and our clients. She translates client expectations into clear priorities for the teams, and brings back to clients a precise picture of what is happening on their project – so that issues are addressed early and results stay consistent.

Throughout, she strives to maintain a positive and supportive work environment for everyone. For her, high standards and a good atmosphere are not opposites: teams that feel supported are the ones that perform best.

What motivates her is facing challenges and constantly improving herself. Seeing how her efforts contribute to positive results for both the team and the company is, in her words, very rewarding. For clients, this means a supervisor who knows the project in detail and keeps quality on track every day.

Carmen-Elena Lixandru

Carmen-Elena Lixandru’s journey at GRS began in 2016, and from the very start she brought a positive energy and a genuine commitment that have become her trademark ever since.

Today, after ten years with the company, she holds the role of Database Management Specialist – a behind-the-scenes yet essential function that keeps the organisation running smoothly.

In this role, she ensures that critical data is accurate, well-structured and always accessible. In a multilingual contact centre, data is everywhere: contact lists, customer records, project information and reporting all depend on databases that are correctly maintained. Her work helps operations, management and support teams find the information they need quickly and rely on it with confidence.

What motivates her most is the challenge of finding solutions that transform raw data into useful, accessible structures for her colleagues. Knowing that her work saves valuable time for other departments is, for her, one of the greatest rewards.

For clients, this kind of work is rarely visible, but it matters: well-managed data supports accurate reporting, efficient campaigns and the careful handling of information that every outsourcing partnership requires. Carmen is a reminder that behind every smooth customer interaction there are colleagues who make sure the right information is in the right place.

Loredana Ana Maria Costache

Loredana Ana Maria Costache joined GRS in 2025 and is the newest colleague on this page. Although she is a recent addition to the team, her dedication and involvement were evident from day one.

Today, she holds the role of Lead Generator, a dynamic and results-driven position that plays a crucial part in the company’s growth. In this role, she identifies and nurtures new business opportunities, connecting the right people at the right time and helping build the long-lasting BPO partnerships that drive our business forward.

Lead generation is often the first contact a future client has with GRS. It means researching companies that could benefit from multilingual customer experience services, starting conversations, understanding their needs and passing on qualified opportunities to the business development team – so that every discussion starts on the right foot.

Her role connects directly with the rest of this page: every new partnership she helps open becomes work for the teams in Bucharest and Piatra Neamț, and an opportunity for colleagues to grow.

What motivates her is the chance to make a difference every day, push her limits and become a better version of herself through the work she does. Her story shows that GRS is not only a place for long careers, but also a place where new colleagues can make an impact quickly.

Tommy Frobert

Tommy Frobert is a native French speaker who came to Romania through an Erasmus+ project. After this experience, he decided to stay, looked for a job in Romania and found his next opportunity at GRS.

Today he works as a Customer Service Agent, serving customers in France while working from Romania. He brings his native language, his cultural understanding and his personal experience to every interaction – the expressions, the tone and the small details that make a customer feel understood in their own language.

His story is also featured in the „People of Global Remote Services” video series, which you can watch on this page.

His journey is a reminder that multilingual customer experience goes beyond language certificates: behind every C1 or C2 level there are people who understand the culture, the context and the person on the other end of the conversation.

For clients, native and near-native speakers like Tommy are what allow GRS to deliver customer service from Romania that feels local to customers in France and across Europe. For candidates, his path shows that GRS welcomes international profiles, and that a stay in Romania can turn into a professional opportunity.

Massimo Palumbo

Massimo Palumbo is Head of Business Development Italy for GRS and the Be Ys Outsourcing Services group, a role he has held since October 2023.

Before joining the company, he had already collaborated with the group as a customer, gaining first-hand insight into the quality, operational capabilities and value of its outsourcing and customer service solutions.

In his current role, Massimo supports our development in the Italian market, contributing his extensive experience in business development, customer operations, contact centres, technology services and large-scale service delivery.

Before joining us, he held senior leadership positions for an important international lottery and gaming technology company, where he served as Global Data Center and Consumer Services Vice President, coordinating around 550 people, approximately 80 data centres worldwide and international B2C contact centre services for Italy, Canada and the United States. He also served as CEO of an important Italian online betting company, managing customer care, marketing, platform integration and operational transformation.

Earlier in his career, he worked as Senior Manager in the Communication & High Tech Market Unit of an important international consulting company and as System Engineer and Project Leader for an important technology company. He holds an MSc in Electronic Engineering from the University of Naples „Federico II”.

Thank you, Massimo, for being with us!

Lavinia Iancu, PhD

Lavinia Iancu is a PR/OJECT MANAGER with 15 years of experience in marketing and communications, working with top-tier corporations, SMEs and start-ups across various industries. She practices, teaches and researches project management.

She holds a PhD in Management from the Bucharest University of Economic Studies (2025), an MA in Project Management (2016) and a BA in Public Relations (2014) from the National University of Political Studies and Public Administration, where she also teaches Entrepreneurship and Innovation.

Since 2022 she has been an Associate Assistant Professor of Entrepreneurship and Innovation at postgraduate level, and she has delivered PR, project and product management services in more than 20 countries across 3 continents.

At GRS and Be Ys Outsourcing Services she works closely with the management teams to strengthen brand visibility and support sales growth in the company’s key markets – the United Kingdom, the United States, France, Germany, Italy, Switzerland, Austria, Belgium, the Netherlands and Luxembourg – promoting BPO services delivered in over 20 European and Asian languages.

Sabrina Motfolea

Sabrina Motfolea lived in Italy for seven years before returning to Romania at 17, where she continued and completed her studies. At 20, after hearing about GRS from several people she knew, she sent her CV without high expectations, and without imagining where this decision would take her.

She was called for an interview the very same day and was offered a position on a project she is still part of, seven years later. She accepted the offer feeling quite emotional, as it was her first job – and she never imagined that years later she would still be here, looking back on her journey within the company.

Looking back, she describes it as a wonderful journey of growth. She started as a Customer Service Agent on voice, chat and email while completing her third year of university, became a Back-Office Agent on the same project about a year later – an opportunity that gave her a great deal of confidence – and in 2022 was promoted to Team Leader, the role she holds today.

Coordinating a team was a significant challenge: she had to learn how to manage people, keep everything running smoothly and meet all the requirements of the role. Thanks to the people she met at GRS, who believed in her and encouraged her along the way, she overcame these challenges and grew into the role.

Looking ahead, she wants to keep growing and to offer others the same support and confidence she has received throughout her journey.

Bogdan Bofan

Bogdan Bofan lived in Italy for 14 years before returning to Romania at 19, where he continued his studies. After completing them, he joined Global Remote Services as a Customer Service Agent.

Over six years with the company, he progressed from Customer Service Agent to Senior Agent within his first year, and for the past five years he has served as Team Leader on two projects. He is grateful for every opportunity he has been given and for the people he has met along the way, from whom he has always had something to learn.

As technology evolved, Bogdan decided to take IT courses, with a particular interest in artificial intelligence and how it can be used correctly and effectively. He firmly believes AI will not replace people, but will become an important tool that helps teams work smarter, streamline processes and focus on what truly adds value.

He has always set clear goals for himself and done everything he can to reach them. For him, every milestone achieved is the start of a new challenge and a new goal. Right now, he is focused on continuing to grow professionally and steadily developing his skills.