Diana Sava

Lead global operational programs using Agile, Waterfall and Hybrid delivery models, aligning initiatives with strategic business objectives
• Develop detailed project plans, roadmaps and milestones, ensuring structured governance and execution discipline
• Streamline operational processes by identifying inefficiencies and implementing scalable, effective solutions
• Conduct comprehensive risk assessments and proactively manage change requests across the full project lifecycle
• Monitor project performance, adjusting strategies to ensure objectives are met within scope and timelines
• Implement cost-optimization initiatives while maintaining quality and performance standards

• Facilitate stakeholder workshops to gather requirements and user feedback, ensuring alignment from initiation to delivery
• Strengthen cross-functional communication to enable seamless project handovers and reduce operational delays
• Provide executive-level status reporting, customized dashboards and KPI tracking tools
• Analyze performance data to drive continuous improvement and Lean process optimization initiatives
• Evaluate vendor proposals and select strategic partners for key operational projects
• Mentor team members and provide structured operational and technical guidance across workstreams

• Streamlined project management processes by implementing Agile, Waterfall and Hybrid methodologies, improving efficiency and cost control
• Developed comprehensive project plans, schedules and budgets aligned with organizational objectives
• Identified risks and mitigation strategies early to ensure timely and controlled execution
• Collaborated with business analysts to gather and validate requirements aligned with client expectations

• Led cross-functional teams to deliver projects within scope, schedule and budget constraints
• Coordinated internal and external stakeholders to ensure compliance and timely delivery of requirements
• Maintained schedules and monitored progress, implementing corrective measures when necessary
• Adapted quickly to unforeseen challenges, delivering solutions without compromising objectives

• Evaluated and negotiated vendor contracts, securing optimal cost, quality and delivery terms
• Monitored contracts and SLAs to mitigate financial and operational risks

• Developed and controlled project budgets to meet financial and performance targets
• Presented regular executive status reports highlighting milestones, risks and performance insights
• Fostered accountability within teams by setting clear performance expectations

• Built strong stakeholder relationships to enable smooth collaboration and decision-making
• Mentored junior project managers and team members to support professional development
• Conducted post-project evaluations to drive continuous improvement and future delivery excellence

• Managed client engagement across a portfolio of 7+ enterprise accounts spanning multiple business areas, ensuring service excellence and long-term partnership growth

• Led operational delivery for 150+ FTEs, including team leaders and support functions, with full accountability for KPI performance, SLAs and sales targets

• Owned portfolio-level financial performance, including annual budgeting, forecasting, variance analysis and profitability optimization

• Defined and executed operational strategies based on performance reviews, capacity planning and cost–benefit analyses

• Strengthened governance frameworks, reporting models and performance transparency across accounts

• Drove continuous process optimization and quality assurance initiatives to enhance efficiency and service stability

• Monitored system performance, conducted audits and implemented corrective action plans to mitigate operational risks

• Led performance stabilization and recovery initiatives during high-volume or critical business periods

• Built and maintained strong executive-level client relationships, acting as primary escalation and strategic alignment point

• Maintained and optimized large-scale BPO operations by monitoring system performance, identifying operational risks and implementing structured action plans and process improvement initiatives

• Conducted operational audits and performance analyses to enhance efficiency, service stability and compliance with client requirements

• Ensured achievement of contractual KPIs and SLAs through close coordination with cross-functional support teams (HR, IT, Finance, Facilities, Training & QA)

• Oversaw workforce management and resource planning, aligning staffing models, scheduling and capacity adjustments with service level and revenue targets

• Delivered structured performance reporting to stakeholders, providing data-driven insights, risk assessments and corrective action recommendations

• Proactively identified performance gaps and implemented mitigation strategies to safeguard service continuity and client satisfaction

• Managed multiple operational projects across Retail and Customer Care streams, ensuring service continuity and KPI adherence

• Contributed to project set-up and transition phases, supporting onboarding, process stabilization and go-live readiness

• Monitored volume fluctuations and optimized resource allocation to maintain service levels and cost efficiency

• Developed and implemented structured action plans for daily performance management and crisis recovery scenarios

• Presented monthly performance results to management, highlighting impact of marketing campaigns, service launches and peak operational periods

• Contributed to service delivery across multiple customer support streams, ensuring adherence to quality and productivity standards

• Consistently achieved performance KPIs through structured workflow management and client-focused execution

• Participated in quality monitoring activities, knowledge assessments and continuous improvement initiatives

• Supported performance stabilization efforts by addressing service gaps and implementing corrective actions