Available to hire
I am a results-driven Project Manager with 10+ years of experience leading warranty, returns, order management and customer service operations across EMEA and North America. I have a proven track record turning underperforming programs into top performers, improving KPIs from 1–2/5 to sustained 5/5 ratings and eliminating approximately $200K/year in client penalties. I excel in Lean Six Sigma, SOP governance, automation (RPA, macros) and AI enablement, and I am seeking AI-enabled Operations or Program Management roles.
In my recent roles, I designed scalable processes, partnered with Reporting and Automation teams to implement RPAs and macros, and served as the primary AI trainer for Customer Service teams to accelerate responsible adoption of Generative and Agentic AI. I am passionate about driving continuous improvement, cross-regional delivery, and delivering measurable business value while maintaining high standards of quality and ethics.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Language
English
Fluent
Romanian, Moldavian, Moldovan
Fluent
Chinese
Intermediate
Work Experience
Project Manager at Genpact
June 1, 2025 - June 1, 2025Led warranty operations and later added Customer Support Returns for a 25+ associate team. Managed daily briefs, task planning, quality checks, and SOP updates to improve processes. Conducted regular one-on-ones and reviews to support team growth. Used data to identify improvements and boost warranty and returns efficiency. Trained in Generative AI (beginner) and started learning Robotic Process Automation (RPA). Reported weekly/monthly performance trends to senior leaders. Led an automation project using AI and macros to streamline routine tasks.
Order Management Specialist at Honeywell
October 1, 2022 - October 1, 2022Handled order processing tasks including report generation, forecasting, and accurate order entry. Coordinated daily with planners to ensure smooth workflows. Regularly communicated with customers in Africa, the Middle East, Russia, and Turkey to update order status. Worked closely with logistics to manage order-to-delivery communication, resolve shipment delays, and handle escalations. Tracked stock with logistics to improve inventory management. Earned 2 Bronze Awards for strong performance in Order Management.
Senior Customer Support Analyst at Honeywell
October 1, 2021 - October 1, 2021Managed escalations and ensured quality through weekly reviews and coaching. Trained 10+ employees and set up SOPs to improve team processes. Led cost-cutting process improvements and earned Green Belt certification in 2022. Led an 8-month project to improve the Customer Portal, boosting efficiency. Acted as backup manager, represented the team in customer meetings, and handled escalations. Received 2 Gold, 1 Silver, and 1 Bronze Award.
Customer Service Agent at TELUS International
July 1, 2018 - July 1, 2018Handled customer inquiries and issues across phones, billing, sales, and technical support. Trained new team members and provided ongoing support for their development. Acted as backup for the manager, managed the team and escalations when needed. Supported Channel Care with credit checks and product information by working with stores across Canada. Built strong understanding of customer needs and teamwork across departments. Received multiple Gold, Silver, and Bronze awards, including Best Agent in 2016.
Project Manager at Genpact
October 1, 2022 - June 1, 2025Led end-to-end project coordination for Warranty and Product Returns within Customer Service; managed 30+ direct reports; implemented SOPs, cross-regional coordination, training, and KPI improvements, achieving significant performance gains.
Senior Customer Support Analyst at Honeywell
July 1, 2018 - October 1, 2021Handled B2B calls for printers, scanners and mobile devices; maintained client relationships, created SOPs, coached new agents, managed escalations, and supported continuous process improvements.
Customer Care Agent at Telus International
June 1, 2015 - June 1, 2018Managed customer inquiries for phones, billing disputes, sales for phones, data and services; handled line and call center operations; supported escalation when necessary.
Project Manager at Gen Pact
October 1, 2022 - June 1, 2025Led warranty/returns program across multiple regions, aligning 30+ agents with KPI-driven process improvements, SOPs, and cross-regional coordination to improve SLA performance, risk management, and reporting. Built knowledge bases, conducted vendor negotiations, and organized event logistics for leadership-level engagement.
Senior Customer Support Specialist at Honeywell
October 1, 2021 - October 1, 2022Managed B2B customer inquiries and issues, ensured timely resolution, and drove customer satisfaction. Handled orders, billing disputes, and service requests; created SOPs, trained new agents, and collaborated with cross-functional teams to address technical issues and improve support quality.
Senior Customer Support Agent at Telus International
June 1, 2015 - July 1, 2018Handled customer inquiries across channels, resolved billing and product issues, performed escalation management, and supported with fraud checks and quality assurance. Trained new agents and maintained client relationships across multiple accounts.
Customer Care Agent at Telus International (Bucharest)
June 1, 2015 - July 1, 2018Managed customer inquiries via phone and digital channels for telecom services; handled billing disputes, data issues and escalations; trained new agents; collaborated with Help Desk, Loyalty and Retention teams to improve service quality.
Project Manager — Startup Franchise (Private Community)
July 1, 2025 - November 1, 2025Set up end-to-end startup operations, including billing configuration and vendor negotiations with EuPlatesc, Netopia, PayPal and Stripe. Designed and implemented membership plans (monthly/yearly), invoicing processes and payment tracking to ensure on-time collections. Created training materials and a centralized knowledge base for brand assets, SOPs and best practices. Acted as main technical point of contact, providing real-time troubleshooting during live and online events. Organized and delivered the first in-person franchise event, managing venue selection, logistics and on-site execution.
Project Manager (Warranty & Returns Operations) at Genpact
October 1, 2022 - June 1, 2025Led Warranty and Product Returns operations with 30+ direct reports across EMEA, transforming performance from average 1–2/5 to sustained 5/5 KPIs within 12 months. Eliminated recurring client penalties (~$200K/year) through process redesign, root-cause analysis and targeted training; achieved zero penalties in final year. Partnered with Reporting and Automation teams to design RPAs and Excel macros, reducing manual workload and improving accuracy and SLA adherence. Owned SOP creation, updates and governance across multiple subsidiaries, ensuring compliance with HQ standards and regional regulations. Produced daily, weekly and monthly performance dashboards for senior leadership, including risk flags and workload forecasts. Served as primary AI Trainer for Customer Service teams, delivering Generative AI, Agentic AI and Ethical AI training to accelerate adoption and responsible use.
Senior Order Management Specialist at Honeywell
October 1, 2021 - October 1, 2022Managed order processing, forecasting and reporting for multiple regions, ensuring high data accuracy and SLA compliance. Coordinated daily with planners, logistics and finance to resolve shipment delays, payment blocks and escalations. Supported inventory monitoring and backlog management to improve order-to-delivery performance.
Education
Green Belt Certification at Honeywell
January 1, 2021 - October 1, 2021Front Line Manager Certification at Genpact
January 1, 2023 - October 1, 2023Course: Super-Earths and Life at Harvard
April 1, 2012 - September 1, 2012Green Belt Certification at Honeywell
January 1, 2021 - October 1, 2021Front Line Manager Certification at Gen Pact
January 1, 2023 - October 1, 2023Super-Earths and Life at Harvard
April 1, 2012 - September 1, 2012Green Belt Certification at Honeywell
January 1, 2021 - October 1, 2021Front Line Manager Certification at Honeywell
January 1, 2021 - October 1, 2021Course: Super-Earths and Life at Gen Pact
January 1, 2023 - October 1, 2023Languages: English-Chinese at Lucian Blaga University of Sibiu
September 1, 2010 - February 1, 2012Super-Earths and Life (HarvardX) at HarvardX
April 1, 2012 - September 1, 2012English – Chinese Studies (Languages) at Lucian Blaga University of Sibiu
January 1, 2010 - January 1, 2012Qualifications
Green Belt Certification (GB)
January 1, 2022 - October 27, 2025Front Line Manager Training - 8 month Managerial Training - Certified*
January 11, 2030 - October 27, 2025Green Belt Certification
January 1, 2021 - October 1, 2021Front Line Manager Certification
January 1, 2023 - October 1, 2023Green Belt Certification
January 1, 2021 - October 1, 2021Front Line Manager Certification
January 1, 2023 - October 1, 2023Super-Earths and Life
April 1, 2012 - September 1, 2012Green Belt Certification
January 1, 2021 - October 1, 2021Front Line Manager Certification
January 1, 2021 - October 1, 2021Course: Super-Earths and Life
January 1, 2023 - October 1, 2023Super-Earths and Life (HarvardX)
April 1, 2012 - September 1, 2012Lean Six Sigma Green Belt
January 1, 2021 - January 4, 2026Front Line Manager (FLM) Certification
January 1, 2023 - January 4, 2026Generative AI, Agentic AI & Ethical AI Training
January 1, 2024 - January 4, 2026Super-Earths and Life
January 1, 2012 - January 4, 2026Industry Experience
Software & Internet, Professional Services, Manufacturing, Telecommunications, Retail, Other, Computers & Electronics, Media & Entertainment
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
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