Freelancer profile translated to English.
Back to original languageAbout Vladimir
Experienced leader with over 18 years of expertise in Customer Experience, Operations Excellence, and Digital Transformation across EMEA. Certified AI Management Consultant and Lean Six Sigma Green Belt (IASSC). Actively working as an AI Trainer and Consultant, focusing on Generative AI, Prompt Engineering, and AI Strategy. Proven success in implementing strategic growth initiatives, including a 70% reduction in product returns, a 30% increase in customer satisfaction, and over $10 million in customer value generated through automation, AI implementation, and process optimization.
Solid experience in BPO program and transition management, particularly in Finance Operations (F&A, S2P, SCM), Shared Services, and international outsourcing programs. Proficient in managing 300+ employees, multi-million dollar budgets, vendor management, contract negotiations, KPI/SLA governance, and building scalable multi-site organizations. Expertise in executing digital roadmaps, requirements management, quality assurance, and regulatory compliance (including SAP S/4HANA, SAP Service Cloud, SAP CX, and ERP environments).
English
Native or bilingual
German
Fluent
French
Conversational
Romanian
Native or bilingual
Can work on-site
Berlin (up to 50km)
Experience
- Vivid MoneyGroup Head of Customer CareBANKING AND INSURANCEMarch 2025 - August 2025 (5 months)Germany• Lead a multi-location CX organization, streamlining operations and aligning with growth objectives for SME and retail segments.• Implement AI-driven automation to reduce response times and free agents for complex interactions; improve satisfaction and retention.• Partner with Product, Risk, and Tech to drive end-to-end experience improvements and robust operational governance.
- TweakistFounderCONSULTING AND AUDITSJune 2025 - Today (1 year and 2 months)Berlin, Germany• Founded Tweakist, a digital consulting business dedicated to turning complex business challenges into measurable growth• Collaborated with various organizations to automate customer journeys, resulting in improved operational efficiency and a smoother experience for end-users.• Developed and deployed intelligent chatbots, helping clients streamline their customer interactions and reduce response times significantly.• Optimized CRM systems to enhance team performance, which simplified business transformation processes and allowed teams to work more effectively.
- Berlin Brands Group (Klarstein)Director of Customer ServiceE-COMMERCEJune 2023 - February 2025 (1 year and 8 months)Berlin, Germany• Directed and developed internal and outsourced service delivery teams across all marketplace activities in Western Europe• Sourced vendors, managed vendor relationships and contracts• Oversaw a 6M EUR yearly budget and strategy development including Supply Chain Management transformation• Led digital transformation and implementation of AI-driven CX strategies. Partnered with investor BAIN in applying their optimization frameworks• Successfully drove contact reduction and deflection strategies, improving operational efficiency and reducing outsourcing costs• Implemented internal CX and Product governance, resulting in a 70% reduction in returns, product portfolio cleanup, product
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Education
- CIPM CertificationsCIPM Certifications
- AI | AI Management Certification (AZAV certified)Hilker Consulting2025Al | Al Management Certification (AZAV certified)