MARCELA VULPE
Client Account Manager | Project Manager | Operations Manager
Bucharest
Summary
Goal-oriented manager with 7+ years of experience in leadership, coaching, risk management, and cross-functional coordination. Adaptable and reliable team player skilled in strategic planning, problem solving, and driving client satisfaction. Proven track record in fostering strong relationships to enhance retention and business growth.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Client Account Manager
Invibes Advertising
02.2024 - Current
- Nurturing long-term relationships with key media agencies and clients, including Publicis, IKEA, Accor Hotels, FedEx, PepsiCo, Michelin, and Samsung.
- Collaborating with external and internal stakeholders to define campaign objectives, ensuring alignment with brand strategy and technical feasibility.
- Leading end-to-end management of in-feed advertising campaigns, coordinating cross-functional teams and external vendors to deliver campaigns with budgets ranging from €30K to €190K.
- Monitoring and optimizing campaign performance, proactively managing changes in scope, timelines, and budgets to ensure seamless execution and high client satisfaction.
- Delivering campaign reports and actionable insights, driving ongoing performance improvements and identifying upselling opportunities.
Project Manager
Teleperformance
10.2022 - 12.2023
- Leading end-to-end onboarding and implementation of B2B clients, acting as the primary liaison between clients and internal stakeholders (Legal, IT, Recruitment, Training, QA, Finance, and Operations) to ensure successful service deployment.
- Facilitating project Kickoff Meetings with clients and cross-functional stakeholders, aligning on scope, KPIs, timelines, and deliverables for multilingual Customer Service, Trust & Safety, and Back Office outsourcing programs across industries such as eCommerce, Gaming, Hospitality, Finance, and Transportation.
- Developing tailored project plans and workstream-specific checklists to guide execution, track progress, and ensure alignment with internal standards and client-specific requirements.
- Coordinating with workstream leaders to assess risks, implement mitigation strategies, and maintain accountability throughout each phase of the project lifecycle.
- Ensuring compliance with internal policies and quality processes while adapting to client expectations and industry-specific operational needs.
- Driving continuous improvement by leading transversal initiatives focused on operational efficiency, client experience, and cost optimization.
- Providing clear and concise project tracking through detailed status reports, documentation, and milestone reviews, ensuring readiness for seamless transition to BAU operations.
Operations Manager
Teleperformance
07.2021 - 10.2022
- Managing day-to-day operations for a multilingual customer service team of ~130 FTE, overseeing KPI performance across 7 Lines of Business (LOBs).
- Monitoring KPIs in real time and conducting detailed data analysis to support the flawless execution of action plans that consistently meet or exceed performance objectives.
- Driving compliance with internal operations management processes and procedures, resulting in a 27% increase in compliance score within two months of stepping into the role.
- Coaching and supporting Team Leaders in their daily activities, while developing tailored growth plans to enhance team performance and leadership capability.
- Leading PSPs and Lean Six Sigma initiatives to address underperforming KPIs and implement sustainable improvements.
- Preparing and presenting weekly business reviews to the client, delivering insights, performance analysis, and strategic recommendations.
Team Leader (Multi-Function Role: QA / L&D / WFM)
Teleperformance
01.2019 - 07.2021
- Providing daily support, feedback, and coaching to a team of ~25 technical support specialists to ensure consistent performance and engagement.
- Designing and executing QA monitoring plans, conducting regular evaluations for each team member, and delivering actionable feedback within 24 hours.
- Analyzing quality trends and root causes to identify performance gaps and support continuous improvement initiatives.
- Delivering both new hire and upskill training sessions, while developing training materials, managing version control, and reporting on training outcomes.
- Identifying future learning needs through performance insights and feedback loops to enhance team capability.
- Creating and maintaining operational reports at the account level, performing KPI analysis, and supporting workforce planning through forecasting and shift scheduling across three service channels.
- Recognized as Best Team Leader of the Year – 2020 at the company level.
Customer Service Specialist
Teleperformance
09.2017 - 01.2019
- Providing customer support to French-speaking customers, resolving technical issues and/or inquiries related to their favorite video games.
Education
Business Administration - Foreign Languages (FABIZ French)
ASE
10.2017 - 06.2019
International Business & Management - undefined
THE HAGUE UNIVERSITY OF APPLIED SCIENCES
09.2016 - 07.2017
Skills
- Project Management
Operations Management
- Coaching & Mentoring
- Risk Management
- Strategic Thinking
- Lean Six Sigma
- Reporting & Analysis
- Data-Driven Decision Making
- Microsoft 365
- Excel (Advanced)
- CRM Tools
- Project Management Tools (Microsoft Project,ClickUp, Trello)
Training
- Lean Six Sigma Yellow Belt certified, Green Belt training, 2023
- Presentation Skills, 2023
- Challenging conversations, 2022
- Cybersecurity awareness training, 2022
- Recruitment, Labor Law, HR processes & good practices, Payroll, 2021
- Coaching and Mentoring, 2019
Trainings
• Lean Six Sigma Yellow Belt certified, Green Belt training – 2023
• Presentation Skills -2023
• Challenging conversations – 2022
• Cybersecurity awareness training -2022
• Recruitment, Labor Law, HR processes & good practices, Payroll -2021
• Coaching and Mentoring – 2019
Timeline
Client Account Manager
Invibes Advertising
02.2024 - Current
Project Manager
Teleperformance
10.2022 - 12.2023
Operations Manager
Teleperformance
07.2021 - 10.2022
Team Leader (Multi-Function Role: QA / L&D / WFM)
Teleperformance
01.2019 - 07.2021
Business Administration - Foreign Languages (FABIZ French)
ASE
10.2017 - 06.2019
Customer Service Specialist
Teleperformance
09.2017 - 01.2019
International Business & Management - undefined
THE HAGUE UNIVERSITY OF APPLIED SCIENCES
09.2016 - 07.2017
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