Jan 2023 – Oct 2025 · 2 yrs 9 mos · South Holland, Netherlands · Hybrid

• Led the hyper-growth and operational scale-up of the Cloud Enterprise Support (Jira) team across EMEA, with expansion into Poland and streamlined operations in The Netherlands, India, and Poland.
• Increased headcount from 6 to 40+, halved solutioning time (time to resolve from 19 to 9 days, reduced long runners from 8% to under 1%), maintained customer experience (NPS at 87+, CSAT at 96%+), and reduced cost-to-serve (134% gains through logging accuracy, 10.6% avoided long-tail effort, and 20+ new hires avoided through productivity efficiencies)

Aug 2020 – Dec 2022 · 2 yrs 4 mos · Bucharest, Romania

• Supervised advanced cybersecurity services delivery for select customers, accounting for up to ~€3M per annum. Led cross-departmental initiatives in performance culture, career development (analysts career pathing. coaching skills for leaders, and community mentoring framework), and strategic change management on company transformation.
• Two-time “Winning Together” award recipient (2021 & 2022) for impactful competence development.

Jan 2020 – Dec 2022 · 2 yrs 11 mos · Bucharest, Romania

• Advised early-stage tech companies on scaling through operational redesign and strategic planning. Led process improvement, org design, and CRM/account management enhancements.
• Achieved 47% YoY quarterly revenue growth (pre-pandemic); improved responsiveness metrics (Time to initial contact: 19h to 6h, Time to resolution: 18 days to 39h) and compliance (Time tracking adherence: 20% to 60%). Entities: Koding Technology, RPAbox, (4) Coaching & Beyond

Sep 2018 – Dec 2019 · 1 yr 3 mos · Bucharest, Romania

• Built and led the multi-lingual RPA support hub (EN, DE, FR, ES, RU) for EMEA, driving talent strategy, scalable support operations, and premium service innovation. Built and rolled out a company-wide Complaint & Escalation Management framework, integrating automation and real-time reporting.
• Achieved 50% complaints reduction over 6 months, and 0 complaints/escalations in Q4.
• 100% renewal of premium contracts.
• Led support strategy for tech alliances, streamlining contract clarity and readiness across internal teams.

Mar 2014 – Aug 2018 · 4 yrs 5 mos · Bucharest, Romania

• Led support engineering teams across Romania, France, Germany, and the Nordics, delivering reactive & proactive support for Microsoft SaaS technologies across EMEA for multi-million-dollar enterprise Premium customers. Managed delivery excellence and alignment across a 170-person EMEA org (500+ globally), aligned regional budgeting and P&L execution. Led initiatives for people development and owned strategic communication during Microsoft CSS reorg (2016–2017).

Oct 2013 – Feb 2014 · 4 mos · Bucharest, Romania

• Oversaw delivery performance for a 150-person organization, with a mandate to raise quality standards in line with Microsoft’s expectations. Redesigned org structure to elevate leadership seniority and strengthen delivery governance. Achieved the first on-target quarter for all key delivery and CX indicators while maintaining cost efficiency across the unit.

Mar 2012 – Sep 2013 · 1 yr 6 mos · Bucharest, Romania

• Led customer satisfaction initiatives across the full organization’s Enterprise Resource Planning and Human Capital Management product suites (~150–200 staff), by aligning support practices and tooling, building a culture of customer advocacy (survey insights and direct engagement), and rolling out CX metrics (CSAT and NPS).

Apr 2011 – Jun 2012 · 1 yr 2 mos · Bucharest, Romania

• Led end-to-end software delivery for automotive projects (50+ org of leads, developers, testers, and PMs), accounting for a revenue of ~€1.7M per annum. Oversaw talent strategy, tech coverage (C/C++, Android, Java, wireless), and release management (Git/Gerrit). Built a high-performing test unit: earned SPICE Automotive Level 2, ISTQB Level 1, and Volkswagen’s top vendor (Aug 2011). Expanded revenue by onboarding 2 new clients.

Jun 2008 – Apr 2011 · 2 yrs 10 mos

• Led global Customer Care delivery evaluated at €6–8M/year for an annual global revenue of ~€43M, the equivalent of ~120 FTEs across Romania, Germany, Spain, UK, US, and Tier-1 partners in France and South Africa. Designed and executed the customer care strategy to increase customer satisfaction through transitioning from trailing to leading CX indicators (CSAT, NPS), smart deflection, productivity gains, and launching competence center in Bucharest

May 2004 – Jun 2008 · 4 yrs 1 mo

• Launched US presence, scaled Consumer Support, and established B2B support. Employee of the Year – 2007.

Sep 2002 – Apr 2004 · 1 yr 7 mos

• Delivered bilingual omni-channel technical support, handled escalations, and partnered with Product Engineering.