ANDREEA EMILIA BIRCH
Summary
Customer-focused Customer Service Team Leader with proven experience managing high-volume customer service teams through transition, change, and performance improvement. Highly experienced in people leadership, SLA and KPI management, quality improvement, and operational efficiency within regulated environments. Recognised for building engaged, accountable teams, using data to drive decisions, and delivering measurable improvements to customer experience, quality, and service levels. Thrives in fast-paced environments and leads confidently through change.
Overview
19
19
years of professional experience
Work history
Customer Service Team Leader
Servaada/Wipro (formerly Diligenta/Phoenix)
2023.10 - 2026.04
- Appointed to lead a newly transitioned external back-office team, taking full operational ownership as the work moved into Diligenta and establishing the service from the ground up.
- Played a key role in embedding Diligenta standards, controls, and ways of working, ensuring teams were aligned to internal governance, quality expectations, and customer outcomes following transition.
- Successfully stabilised and now manage a high-volume customer service pot, moving it from early-stage transition risk into a controlled, consistently performing operation.
- Drive performance against core contact centre KPIs including SLA, service levels, quality, accuracy, and ageing, using data, MI, and trend analysis to inform daily and longer-term decisions.
- Maintain tight ownership of workload management and prioritisation, ensuring aged and high-risk cases are actively controlled and customer impact minimised.
- Built a strong working partnership with key stakeholders, focusing on continuous improvement to quality and customer experience, resulting in improved accuracy and streamlined processes across the wider business.
- Designed and implemented Quality Packs, Product Guides and enhanced monitoring controls, enabling targeted coaching, clearer accountability, and sustained improvements in team performance.
- Lead, coach, and develop colleagues with a strong emphasis on engagement, capability, and confidence, creating a culture of ownership and accountability aligned with Diligenta values.
- Actively manage performance and conduct where required, including structured feedback, PIPs, and absence management, ensuring fair and consistent people leadership.
- Work closely with offshore teams, identifying capability and knowledge gaps, delivering targeted training and guidance, and supporting performance recovery during HyperCare and BAU periods.
- Proactively challenge outdated or inefficient processes, driving procedural improvements, governance enhancements, and change initiatives that improve operational efficiency and the customer journey.
- Demonstrate resilience and calm leadership during periods of pressure and change, rapidly reducing backlogs and restoring service following spikes in demand or workload transfer.
- Actively monitored and managed breaches and overpayment incidents within my area of responsibility, ensuring issues are identified, logged, escalated, and addressed, with clear actions taken to reduce recurrence.
- Manage and interpret SLA and performance reporting, using MI to identify trends, risks, and areas requiring corrective action to protect customer outcomes.
- Apply active leadership principles day-to-day, remaining visible, engaged, and outcome-focused, particularly during periods of increased demand or change.
- Contribute to business readiness activities, supporting the effective integration of new processes, changes, and offshore work through clear documentation, communication, and stakeholder engagement.
- Managed resourcing and workload through effective capacity planning and forecasting, adapting plans in response to demand and performance trends.
- Lead performance, engagement, and development conversations through structured 1-2-1s, mid-year, and end-of-year reviews, aligned to regulatory and business expectations.
- Recognised by senior leadership for operational ownership, quality improvement, and change impact, with actions and improvements shared as best practice across the wider business.
- Consistently act as a role model for customer focus, engagement, professionalism, and accountability, particularly during transition and business change.
Assembly Shift Supervisor
Makita UK Ltd
2020.10 - 2023.10
- Managed large operational teams in a fast-paced production environment, driving performance against daily targets, quality standards, and delivery deadlines.
- Led teams with a strong focus on engagement, productivity, and safety, ensuring consistent performance and compliance with company policies.
- Monitored KPIs and operational data to identify trends, risks, and improvement opportunities, implementing actions to improve efficiency and output.
- Supported continuous improvement initiatives and problem-solving activities to address quality and performance issues.
Assembly Team Leader
Makita UK Ltd
2019.02 - 2020.10
- Provided day-to-day leadership of frontline colleagues, building a high-performing and engaged team.
- Monitored performance, quality, and safety, escalating issues and supporting improvement actions as required.
Sales Manager
Credit Europe Asigurari-Reasigurari SA (Multinational Insurance Company)
2007.02 - 2014.11
- Managed sales teams and broker relationships within a regulated financial services environment.
- Set targets, monitored performance, coached team members, and drove results through engagement and motivation.
- Handled complex customer and broker issues, ensuring positive outcomes and strong long-term relationships.
Education
BA - Journalism
Hyperion University of Bucharest
High School - undefined
Grigore Moisil National High School
BucharestSkills
- Customer Service Leadership
- Team Leader & Colleague Development
- KPI, SLA & Customer Experience Management
- Resource Planning, Workload & Backlog Management
- Performance Management, Coaching & Engagement
- Continuous Improvement & Change Delivery
- Data Analysis & Trend Interpretation
- Stakeholder & Senior Management Engagement
- Quality, Governance & Regulatory Awareness
- Offshore / External Team Leadership
Languages
English
Spanish
Italian
Romanian
Accomplishments
- Successfully led the transition and stabilisation of a new external team, bringing the pot to a strong and sustainable position within SLA expectations.
Timeline
Customer Service Team Leader
Servaada/Wipro (formerly Diligenta/Phoenix)
2023.10 - 2026.04
Assembly Shift Supervisor
Makita UK Ltd
2020.10 - 2023.10
Assembly Team Leader
Makita UK Ltd
2019.02 - 2020.10
Sales Manager
Credit Europe Asigurari-Reasigurari SA (Multinational Insurance Company)
2007.02 - 2014.11
BA - Journalism
Hyperion University of Bucharest
High School - undefined
Grigore Moisil National High School