Description

Customer Service & Support leader with 30+ years designing, building, and scaling customer-facing operations across EMEA and CEEMEA -- primarily in medical devices and industrial B2B.

Specialized in shaping customer service organizations: operating models, team structures, tiered support, and the career and competency frameworks that develop and retain service talent.

Hands-on experience modernizing how customers are served -- standardizing order management, driving adoption of eOrdering, EDI and self-service, and automating routine customer interactions to cut manual effort and errors.

Deep exposure to the service-side deployment of core systems (SAP, S/4HANA, Salesforce) and to running KPI-driven service performance (NPS, complaint reduction, SLA and cycle time).

Practical and customer-first, with a focus on turning service operations into a driver of retention and differentiation.

Topics I can advise on:

1. Customer service organization design -- building or restructuring CS/support functions, centralized vs. in-market models, shared-service / GBS setups, tiered support (T1-T3), role and workload design.

2. Career paths & competency frameworks -- CS career ladders, skills mapping, succession planning and coaching (represented CEEMEA on a global CS career-framework initiative).

3. Order management & OTC- standardizing order processes, order accuracy, escalation governance in regulated environments.

4. eOrdering, digital channels & automation -- migrating customers to eCommerce / EDI / self-service, automating FAQ and responses, reducing manual order entry.

5.Systems from a service lens -- what actually changes for the service org when deploying SAP / S4HANA / Salesforce; adoption, work instructions, self-serve documentation.

6.Service performance & KPIs -- NPS improvement , complaint reduction, SLA/OTIF frameworks and reporting cadence.

B2B & regulated-industry customer service -- MedTech and industrial specifics, compliance-aware service operations

Industry field of expertise

Languages

Romanian
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Bucharest (up to 50km)

Confidential
Expert Consulting — Customer Service Operations & MedTech Best Practices
June 2026 - Today (2 months)
Provided expert advisory services to a global company on customer service organizational best practices, operational metrics, and process excellence in the MedTech and Life Sciences sector. Topics covered: customer service KPI frameworks, performance management, order-to-cash processes, team structures, and benchmarking across EMEA organizations
customer success Customer Operations
Boston Scientific
Customer Care Manager
MEDICAL
November 2023 - December 2025 (2 years and 1 month)
Bucharest, Romania
•Member of GEM Customer Care Leadership Team within a global medical device’s organization.
•Lead customer care and order management activities for Romania (direct market) and SEE region (14 countries via channel partners) as part of Growth Emerging Markets cluster – team of 20 people
•Drive customer retention, satisfaction (reached an NPS of 24 from 20), growth (10% sales increase YOY), define creative solutions while fostering a culture of service excellence, accountability, and collaboration. “Patient first” mindset guided me and my team
•Ensure adherence to standardized and streamlined process workflows, service policies, tools and compliance requirements
•Designed processes based on business requirements to optimize and streamline workflows, reduce costs.
•Coordinate closely with supply chain, quality, finance, and commercial teams to resolve bottlenecks and ensure service continuity.
•Define, design, create and monitor self-serve documentation (including work instructions, automated responses to various requests, FAQ) for internal users. S4Hana deployed in August 2025
customer success Customer Loyalty/ Retention Coaching Change Management
3M EMEA
EMEA Customer Support Manager
LOGISTICS AND SUPPLY CHAIN
January 2019 - November 2023 (4 years and 10 months)
Bucharest, Romania
•Member of EMEA Customer Operations Leadership Team.
•Led a centralized technical customer service support organization of 70+ employees across EMEA (responsible for eCommerce, EDI and data management)
•Oversaw standardized order management, customer interaction, and issue resolution processes across multiple countries.
•Implemented performance management framework with clear KPIs, reporting cadence, and improvement actions.
•Championed multiple Lean Six Sigma initiatives (relevant example reducing customer complaints from 36% to 10% through SAP price validation at order entry).
•Drove onboarding, training, and continuous development of team leaders and subject matter experts.
•Acted as key interface between business units, finance, procurement, and customer operations.
•Program Lead for acquisition integration (KCI – Medical Devices), ensuring continuity of order processing and compliance across Germany, UK, France, and other markets.
•Established governance, documentation standards, and escalation mechanisms for complex order scenarios (Tier approach)