Oana Voicu
Director, Customer Experience
Bucharest
Summary
For the past decade, I have managed large teams with a profound passion for nurturing and advancing individuals, all while aiming to surpass business objectives. My efforts in enhancing processes, boosting sales turnover by over 50%, and devising top-notch customer experience strategies have led to rapid promotions. I enjoy traveling and staying abreast of the latest technologies that are revolutionizing our world.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Director, Customer Experience
UiPath
1 2024 - Current
- Leading a team of solution architects, RPA developers, customer engagement managers
- Collaborate with GTM, CSM, Sales, Partner teams, Services, and Product teams to develop a unified language for managing and nurturing customer relationships
- Helping customers in developing appropriate change management strategies that boost adoption, foster self-reliance, and increase business value
- Foster excellence and enhance operational efficiency by creating streamlined processes, setting high standards, establishing OKRs for the team, and implementing improvements through use of technology and automation
- Orchestrate and design programs and projects aligned with organizational needs, within Customer Engagement team, including UiPath Briefing Centers, Executive sponsorship, Customer Advisory Boards, VoC, and more, to inspire customers and accelerate deals.
Site Lead Germany, Netherlands, UK
Amazon
03.2022 - 01.2024
- Leading remotely the business units in Germany, Netherlands and UK for Alexa Data Services business
- Owning end-to-end service delivery and planning, including infrastructure, staffing models, resource hiring and optimizing cost & utilization for the sites
- Developing people strategy for the sites, with high focus on employee retention & satisfaction, diversity & inclusion and career growth
- Handling Works Council relationship, work agreements negotiations and legal aspects of employment
- Leading EMEA Operations for one of the key customers in the network, ensuring performance metrics are met across all sites, contributing to goals creation and new processes implementation
- Driving quality improvement programs across EMEA, defining new performance management frameworks, owning HR & Legal discussion for validation, running learning sessions with managers
- Contributing to employee satisfaction pillar across EMEA, through initiatives such as rewards and recognition standardization, DEI events, Leadership development programs, internal career fairs.
Operations Manager
Amazon
05.2020 - 03.2022
- Leading operations for an organization of 150 people and 6 team managers
- Developed Employee Satisfaction Hub - strategic integrated program to reduce attrition, attract and retain top talent and shape organizational health review mechanisms - resulted in job satisfaction improvement of 7% and attrition reduction by 9%
- Facilitated non-productive time optimization project, resulting in 10% FTE saving across the site
- Developed and executed strategic business plans to drive performance goals for direct org and partner site in the region (temporarily managed remotely Poland org)
- Program leader for Connect@Amazon, a global grassroots organization providing networking and personal development opportunities to employees across all Bucharest business units.
Team Manager
Amazon
08.2018 - 05.2020
- Leading operations for a team of 50 onsite and remote data analysts in the Machine Learning industry, to provide data labeling and analytics services to develop the Alexa AI
- Managing BCP transition to Poland partner site - full project coordination, from initial planning to KPIs met starting day 1 of production
- Developing site level training initiatives to increase productivity, reduce cost and meet customer demand
- Acting as operational escalation point for modelling customers - delivering high quality data to improve Alexa's Automatic Speech Recognition, Natural Language Understanding models and domain features
- Ensuring staff coaching, performance management, monthly/yearly performance reviews and promotions documentation
- Leading Career Development Program for data analysts and management team
- Founder of corporate social responsibility (CSR) & sustainability project across Bucharest site.
Online Reputation Manager
AMOMA.com
06.2017 - 08.2018
- Leading customer service and social media team to safeguard the brand reputation across the internet
- Developed ORM strategy and consolidated company's online brand identity in the hospitality industry
- Designed Social Media strategy (Twitter, Facebook, Instagram, LinkedIn) and company blog
- Re-vamped partnership with international review platforms (Tripadvisor, Trustpilot, etc) - increased global CSAT ratings by 25% in 6 months
- Enabled cross-department collaboration with Commercial & Marketing for dedicated campaigns on review collection implementation
- Implemented software tools for real-time online monitoring - increased review response rate by 25% and improved TAT by 30%
- Defined and negotiated contracts with external partners (PR agencies, review collection companies, etc).
Customer Service Manager
AMOMA.com
07.2015 - 08.2018
- Leading operations for Customer Service Department - North & Latin America, managing a diverse operational team of over 40 people, including team leaders, customer service professionals, sales representatives and fraud & charge-back analysts
- Over-achieved operational goal of increasing sales turnover with 55% in 2016
- Best Performance Department in 2016 & 2017
- Implemented Language Development Programs to improve customer experience, increase sales turnover and reduce hiring costs.
Customer Service Team Lead
AMOMA.com
10.2014 - 07.2015
- Coordinating the inbound Customer Service team for Europe and North America, developing plans to increase productivity & quality KPIs.
Customer Service Representative
AMOMA.com
08.2013 - 09.2014
- Offering customer assistance (inbound department) for one of the largest online B2C booking company, handling requests in the European & North American market.
Account Manager
MarketDealRomania
04.2013 - 08.2013
- Responsible for online collective discount market research and negotiating new contracts in HORECA and beauty industry.
News Editor
Antena 3
08.2012 - 04.2013
- Owning news content creation, based on daily brief sessions and leads from news agencies, authorities and press conferences, delivering scripts for news reports and live TV shows.
Education
Bachelor's Degree - Public Relations, Advertising, and Applied Communication
Universitatea din București / University of Bucharest
01.2012 - 04.2015
Associate's Degree - Journalism
Intact Media Academy
01.2012 - 04.2013
Skills
Business Process Management
Strategic Planning
Strategic Consulting
Business Leadership
Websites
Certification
Advanced English
Awards
Best Department 2016 - Amoma.com
Timeline
Site Lead Germany, Netherlands, UK
Amazon
03.2022 - 01.2024
Operations Manager
Amazon
05.2020 - 03.2022
Team Manager
Amazon
08.2018 - 05.2020
Online Reputation Manager
AMOMA.com
06.2017 - 08.2018
Customer Service Manager
AMOMA.com
07.2015 - 08.2018
Customer Service Team Lead
AMOMA.com
10.2014 - 07.2015
Customer Service Representative
AMOMA.com
08.2013 - 09.2014
Account Manager
MarketDealRomania
04.2013 - 08.2013
News Editor
Antena 3
08.2012 - 04.2013
Bachelor's Degree - Public Relations, Advertising, and Applied Communication
Universitatea din București / University of Bucharest
01.2012 - 04.2015
Associate's Degree - Journalism
Intact Media Academy
01.2012 - 04.2013
Director, Customer Experience
UiPath
1 2024 - Current
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