I am a Customer Success and Operations leader with more than nine years of experience managing multilingual, multi-market customer operations for global brands. I specialize in building high-performing frontline organizations, improving customer experience, and translating operational data into practical business actions.
I have led large distributed teams across English, Italian, Spanish, French, Russian, and German markets. In my Airbnb leadership role, I managed a 130-person frontline organization supported by 10 Team Leaders, with accountability for quality, throughput, customer satisfaction, service levels, and commercial performance.
I am experienced in KPI and SLA ownership, customer retention, churn reduction, upselling, performance management, coaching, succession planning, and PIPs. I have managed broad operational scorecards including AHT, NPS, CSAT, SLA, reopen rate, open rate, and coverage-related metrics.
I have launched new customer operations departments, including Airbnb Claims and Social Media teams in Bucharest, both of which achieved the number-one position in EMEA. I also lead Lean Six Sigma process-improvement initiatives focused on measurable operational and customer outcomes.
I am comfortable partnering with international stakeholders, presenting WBRs, MBRs, QBRs, and ABRs, and leading remote or Slack-first teams. My background combines customer success, operations management, commercial support, digital operations, and multilingual customer experience.
I am seeking remote or hybrid opportunities in the EU where I can lead customer operations, customer success, service delivery, or customer experience teams and contribute to scalable, data-driven performance improvement.
