Gratiela Costache

• Shape and execute the commercial strategy across sales, marketing, customer service and key account management, driving ambitious growth and retention objectives.
• Define and monitor KPI dashboards covering revenue, customer satisfaction and operational efficiency to ensure consistent service excellence.
• Lead strategic planning for multinational customer accounts, aligning global needs with local execution and coordinating cross-border stakeholders.
• Collaborate with product, operations and finance functions to optimize service offerings, pricing structures and value propositions.
• Champion innovation and digital transformation initiatives, including CRM optimization, and represent the company at industry events and within regional networks.
• Delivered double-digit revenue growth, increasing turnover by 50 % in 2024 versus 2023 and 43 % YTD July 2025 versus 2024.
• Expanded the scope of a global contract by enrolling three additional countries, contributing to DHL Freight’s worldwide growth.
• Played a key role in winning several major contracts through exceptional relationship management skills and a deep understanding of client needs.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Developed strong relationships with clients through consistent communication and proactive problem solving.

• Developed and executed national sales and marketing plans, ensuring alignment with corporate objectives and market dynamics.
• Led the customer service department, establishing quality benchmarks, rolling out training session and setting up continuous feedback loops to boost satisfaction and retention
• Managed, mentored and evaluated a team of sales professionals and support staff, creating a high-performance culture.
• Conducted market and competitor analyses to identify trends, new opportunities and optimal go-to-market strategies.
• Spearheaded digital transformation projects (e.g. CRM roll-outs, process automation) and served as liaison between local operations and regional/global commercial structures.
• Generated sustained year-over-year revenue growth avg 12% and enhanced DHL market share through data-driven sales initiatives.
• Increased service quality and customer loyalty by implementing standards, training programmes and performance metrics.

• Managed a portfolio of strategic B2B clients and delivered tailored logistics solutions to meet complex supply-chain requirements.
• Led contract negotiations (pricing, SLA development), ensuring mutually beneficial agreements while safeguarding company margins.
• Uncovered cross-selling and upselling opportunities through consultative selling, increasing revenue per customer and deepening partnerships.
• Designed client-specific business plans and reporting tools to maintain transparency, track performance and align expectations.
• Expanded sales territory revenue by 55 % through a combination of new customer acquisition and growth of existing accounts.
• Implemented strategic sales plans to achieve consistent revenue growth across key accounts.

Developed comprehensive customer profiles and long-term, industry-specific growth strategies to secure sustainable and profitable partnerships.

• Set up high-standard support processes, exceeding service benchmarks and ensuring an exceptional customer experience.
• Maximising account revenue and profitability through strategic account planning, cross-functional collaboration and consultative selling.
• Supervised a team of 3 Key Account Managers and reported to the Commercial Manager, contributing to departmental goals.
• Achieved a 55 % increase in sales territory revenue by expanding existing accounts and winning new business.

• Managed a dedicated sales territory with a dual focus on retaining strategic accounts and acquiring new business.
• Conducted needs assessments and delivered tailored solutions, combining DHL’s standard services with customised offerings.
• Built long-term, trust-based relationships with clients and stakeholders, positioning DHL as a strategic partner.
• Planned and executed sales activities strategically, ensuring optimal use of time, resources and market coverage.
• Increased territory revenue by 53 % through proactive business development and expansion of both new and existing accounts.

• Managed a designated sales territory, balancing retention of existing accounts with acquisition of new customers.
• Assessed client needs, developed tailored solutions and served as a brand ambassador, upholding DHL commitment to service excellence.
• Prioritized and executed sales activities strategically to maximise efficiency and return on effort.
• Increased territory revenue by 65 %, expanding business with both new and existing customers.

• Defined annual and monthly objectives aligned with corporate strategy and customer service priorities.
• Maintained high levels of customer satisfaction and built long-term relationships with key clients through proactive engagement and personalised support.
• Conducted regular client meetings, led complaint resolution processes and provided operational guidance to regional offices.
• Monitored departmental performance, prepared analytical reports and recommended improvements to the Import Manager.
• Managed and developed a team of 18 employees, ensuring proper training and adherence to quality standards.
• Exceeded departmental KPIs by an average of 10 %.
• Enhanced team performance and engagement: 10 of 16 subordinates earned “Employee of the Month” awards; overall service satisfaction improved by 10 %.
• Led key initiatives including an in-house customer satisfaction survey, a formal complaints-handling programme and the implementation of HP inbound customer relationship management.

• Provided expert advice to network offices and customers on customs documentation and operational compliance.
• Coordinated and monitored team activities, ensuring efficient execution of tasks and alignment with departmental targets.
• Managed customer complaints, delivering prompt resolutions and feeding back insights to support service improvements.
• Contributed to the development and maintenance of internal policies and procedures, enhancing process efficiency and compliance.
• Awarded “Team of the Month” for six consecutive months in recognition of outstanding performance.
• Led successful projects such as Front Line First and CIA electronic paperwork for inbound shipments, improving workflow and accuracy.

• Maintained daily contact with customers, providing personalised solutions in line with customs regulations and operational requirements.
• Updated and managed customer records and documentation to ensure accuracy and traceability.
• Facilitated communication and collaboration between local and regional network teams and maintained professional business correspondence.
• Earned the “Employee of the Month” award on seven occasions, reflecting a consistent commitment to service excellence.

• Maintained daily contact with customers and built relationships with clients and suppliers in Bucharest and Timișoara.
• Received and verified loan applications, recording and reporting over 250 contracts each week and ensuring accuracy of approved contracts.
• Trained newly hired staff across multiple stores, ensuring consistent service standards and operational procedures.
• Boosted company productivity by at least 10 % within six months through efficient processes and effective team training.