Summary
Overview
Work History
Education
Skills
Strengths
Accomplishments
Certification
Languages
Work Preference
Quote
Timeline
Generic
Amelia Salagean

Amelia Salagean

Cluj

Summary

Results-driven Operations Program Manager with 22 years of experience in global localization, translation services, and customer experience. Proven track record of driving operational excellence, managing high-performing teams, and delivering complex projects within cost, quality, and timeline targets. Expertise in program management, cross-functional team leadership, and client relationship management. Skilled at process optimization, KPI management, and fostering a culture of continuous improvement. Adept at building client-centric solutions and aligning operational strategies with business goals.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Language Services Director

Welocalize
08.2022 - Current
  • Exceeded cost, quality, and utilization targets by managing operations for a portfolio of 19 European languages.
  • Managed five Squad Leads (Account Directors) to oversee internal and external delivery teams.
  • Aligned language-level strategies with global goals for 100% client requirement compliance.
  • Led creation of high-performance teams, achieving 90% operational success by aligning resources to OKRs.
  • Improved resource utilization by 20% by optimizing capacity management and service delivery.
  • Enhanced customer satisfaction by collaborating with 15 global teams to implement client solutions.
  • Streamlined localization processes, resulting in cost savings of $500,000 annually.
  • Managed a global team of 150 linguists across 10 countries.

Operations Program Manager

Welocalize
03.2021 - 09.2022
  • Delivered localization programs on time within budget, managing 18 multi-disciplinary teams.
  • Improved financial performance by 15% through margin optimization and accurate invoicing.
  • Enhanced team skills by mentoring 20 Project Managers in performance and career development.
  • Increased project speed by 20% with effective process improvements.
  • Ensured vendor compliance to SLAs for 100% quality assurance.
  • Resolved production issues swiftly, improving response times by 30%.

Project Management Team Lead at Welocalize

Welocalize
06.2018 - 03.2021
  • Led and managed a team of Project Managers (PMs) responsible for delivering localization services to global clients.
  • Ensured timely project handovers, resource allocation, and task delegation to maintain high levels of team utilization.
  • Delivered performance reviews and developed action plans to support team development and career growth.
  • Coordinated with cross-functional teams to ensure project milestones and client goals were met efficiently.
  • Actively contributed to the development of client relationships, acting as the escalation point for any service-related issues.

Language Academy Manager

Sykes Enterprises, Incorporated
04.2010 - 06.2018
  • Led the design, implementation, and delivery of language training programs, including induction training for new hires and ongoing development for existing employees.
  • Identified and addressed training needs across local and global teams, ensuring training programs were aligned with business objectives.
  • Reported on the effectiveness of training programs, measuring ROI and adjusting as needed to improve performance outcomes.
  • Coordinated with HR and senior management to align training programs with organizational development strategies.

Operations Team Manager

Sykes Enterprises, Incorporated
04.2017 - 11.2017
  • Managed operations for a leading global food ordering platform, focusing on client needs assessment, solution delivery, and business development.
  • Managed operations for a leading global food ordering platform, focusing on client needs assessment, solution delivery, and business development.
  • Developed accurate cost estimates and assessed technical, financial, and commercial risks, reporting key findings to senior management.
  • Ensured alignment of SMART objectives with business goals, driving employee performance and customer satisfaction improvements.
  • Led the creation and deployment of customer satisfaction improvement plans, collaborating with product and account management teams to ensure operational success.
  • Built and executed client relationship strategies, conducting regular account reviews and identifying opportunities for business growth.
  • Targeted and pursued new business leads, maintaining a robust sales pipeline and recommending strategic changes to operational documentation.
  • Collaborated with co-managers to proactively monitor account performance, addressing risks and reallocating resources as needed to meet goals.
  • Managed financial operations, ensuring adherence to company standards and maintaining business profitability.
  • Evaluated and defined annual strategies, establishing guidelines for performance control and continuous improvement.

Call Center Team Manager

FSP Global SRL
01.2009 - 12.2009
  • Scheduled shifts and assigned tasks to optimize workforce productivity.
  • Conducted regular performance evaluations to motivate and develop staff.
  • Cultivated a culture of continuous improvement through leadership by example.
  • Maintained strong business relationship with clients, ensuring consistent communication and satisfaction across various accounts
  • Designed, prepared, and regularly updated training materials to support employee development and knowledge retention
  • Led cross-functional teams of operators assigned to different client accounts, ensuring coordination, productivity, and service quality

Call Center Supervisor and Trainer

We Call 4 You
03.2005 - 12.2008
  • Oriented new employees to call center environment and trained on technical resources, call handling techniques and customer service standards.
  • Evaluated procedures to recommend program improvement strategies at team level.
  • Coached team members on call strategies to enhance control and success in handling customers' issues.
  • Oversaw operation of call center with 56 staff handling an average of 20 calls per hour during peak periods.

Call Center Customer Service Representative

Contact Center
04.2003 - 03.2005
  • Handled inbound calls from customers, proving accurate information, resolving issues, and ensuring a positive customer experience.
  • Made outbound calls to follow up on customer inquiries, conduct satisfaction surveys, or promote products and services as required.
  • Followed escalation procedures to facilitate resolution for complex support issues.
  • Negotiated and diffused tense situations with challenging customers to maintain relationships.

Education

Associate of Science - Agriculture

Faculty of Agriculture, USAMV
12.2006

High School Diploma -

George Baritiu High-School
12.1998

Skills

  • Operational efficiency management
  • Organizational strategy development
  • Business communication
  • Strong organizational skills
  • Leadership development
  • Proficient in conflict management
  • Strategic leadership
  • Operational efficiency enhancement
  • Staff management
  • Organizational growth strategies
  • Budget management
  • Organizational change management
  • Program management

Strengths

  • Project Management Expertise: Strong ability to manage complex projects efficiently.
  • Leadership In Team Coordination: Proven skills in leading cross-functional teams.
  • Strategic Business Alignment: Skilled in aligning operations with business strategies.
  • Process Optimization Skills: Excellent at optimizing processes for better performance.

Accomplishments

  • Boosted Team Productivity: Increased team productivity by 25% through strategic leadership and process optimization initiatives.
  • Enhanced Client Satisfaction: Improved client satisfaction scores by 15%, achieving highest rating in company history.
  • Reduced Delivery Time: Achieved a 30% reduction in project delivery time through the implementation of process improvements and automation.
  • Surpassed Financial Targets: Exceeded financial targets by 20% through optimized resource allocation and cost management.

Certification

  • Train the Trainer certificate — ANC
  • Work safety and health — ANC
  • HR auditor certificate — ANC

Languages

English Proficient
French Intermediate
Italian Proficient
Romanian Native

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureWork from home optionPersonal development programs

Quote

You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale

Timeline

Language Services Director

Welocalize
08.2022 - Current

Operations Program Manager

Welocalize
03.2021 - 09.2022

Project Management Team Lead at Welocalize

Welocalize
06.2018 - 03.2021

Operations Team Manager

Sykes Enterprises, Incorporated
04.2017 - 11.2017

Language Academy Manager

Sykes Enterprises, Incorporated
04.2010 - 06.2018

Call Center Team Manager

FSP Global SRL
01.2009 - 12.2009

Call Center Supervisor and Trainer

We Call 4 You
03.2005 - 12.2008

Call Center Customer Service Representative

Contact Center
04.2003 - 03.2005

Associate of Science - Agriculture

Faculty of Agriculture, USAMV

High School Diploma -

George Baritiu High-School

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Amelia Salagean