Operations Performance Manager
DHL EXPRESS
Total years of experience :24 years, 9 Months
Lead and manage Operations Performance by identifying opportunities to improve service quality, drive down costs and ensure compliance, while developing a diverse team. Head of Global SOP, assisting with operational reviews / audits in various EU countries. Challenge current processes and structures constructively, continuously seeking out challenging projects outside of core experience for continuous business growth.
• Lead cross-functional programs and strategic projects (Project Manager for Disbursement Fee, gaining additional 80, 000 EUR/month revenue)
• Work closely with EU Regional teams to reduce the number of service failures (On Route Undeliverable KPI improved by 40% - BDP in Europe)
• Improved Bad Address KPI for Global Accounts by working proactively with the customers (BDP in Europe)
• Effectively delivered Operations CIS training sessions to groups of 70-170 people and Quality trainings to all staff (+400 people)
Implemented and managed Regional Engineering initiatives within 11 countries to improve/maintain service quality and manage operational costs. Decided/recommended solutions to local management and proposed work plans to the Network Operations MD’s. Effectively delivered trainings to various operations teams.
• Lead Infrastructure Review Projects in Bulgaria and Romania, achieving operations efficiency and cost savings
• Coordinated Six Sigma Projects and reviewed operational processes (Ground Operations, Aviation, Customs), reducing costs and improving operational KPIs while ensuring targets were met
Functional areas of management involving strategic planning, business development, marketing, sales, product management and finance. Held positions of increased responsibility during start-up, consistently improving product output, product quality and customer satisfaction.
• Created a more responsive and market-driven organization resulting in increased efficiency, quality and sales volume
• Substantially improved productivity while reducing staffing and operational costs by 30%
• Opened new marketing channels and established strategic partnerships worldwide
Headhunted to join the Management Team in a newly created role at the closing stages of construction to oversee the timely completion, commissioning and handover. Responsibilities included co-ordinating budgets and cost plans, Marketing & Sales of apartments, managing strategic relationships with suppliers and JV’s. Officiating Head of Sales & Marketing.
• Developed CRM strategy to retain, generate revenue and acquire new business in conjunction with the overall business targets
• Built senior level relationships with target customers and third parties (Investors, Governmental institutions, Real Estate Agencies) and achieved new profitable opportunities
Developed contract strategies to identify revenue opportunities, negotiated business terms and closed sales transactions. Functional areas or responsibility included project management, sales, marketing and PR. Officiating Head of Sales & Marketing.
• Landed major contracts with the Nation Wide Broadcasting TV and other large accounts, increasing sales revenue by 35%
• Increased brand awareness by managing corporate branding through advertising, conferences, workshops and special events
Acted as interface between country and Regional business initiatives, focusing on performance and productivity improvements, realignment initiatives and cost reduction programs. In charge with the overall operations performed by subcontractors. Project Manager for the implementation of Global applications and new services.
• Developed productivity models that established productivity targets, bringing Romania on the 1st place on the District’s KPI’s
• Project Manager for the set-up of a new Operations Centre in Romania
• Implemented new applications to increase efficiency, created manuals & procedures, and trained staff (including subcontractors)
Managed diverse teams within Customer Service, Call Centre and Industrial Engineering Departments, coaching and providing career development advice to staff. Made recommendations to country management concerning, operating goals, that consistently improved service output, service quality and customer satisfaction.
• As Customer Service & Call Center Manager, delivered excellent customer services through a successful and motivated team, and reduced customers complaints by 60%
• Increased customer satisfaction by maintaining after sales service and effective follow-up
• Daily interaction with other countries in which UPS operates in order to resolve customers requests
• Support and communicate with Brokerage Department and Customer Service Department
• Prepare documents for Customs in Romania assisted by the Brokerage Manager, dealing with a large daily import volume for companies and individuals
Interviewed job applicants, evaluated applicant skills and made recommendations regarding applicant's qualifications
Master Degree in Real Estate Economy, and Real Estate Appraiser Certificate - Real Estate Appraisal, Real Estate Investment, Real Estate Financing, Real Estate Contracts and Law
Faculty of Computer Science, Statistics and Economic IT Economist , Specialty: Cybernetics; Graduation Mark: 9,30 - Computer Science, Management, Economics, Marketing, Cybernetics, Statistics, Mathematics