DORINA CADUC

Company Overview: Global manufacturer of power supplies

• Oversee company business operations across Europe.
• Manage budget forecasting focusing on financial efficiency by aligning resources with business targets and eliminating inefficiencies.
• Lead and motivate business operations teams by providing mentoring and development opportunities.
• Maintain NPS (Net Promoter Score) score of +65, enabling quick issue resolution by customer service team and reinforcing customer-focused culture.
• Launched digital customer feedback tool, integrating insights into daily workflows.
• Delivered 95% OTIF (On-Time-In-Full) performance to customers, optimising customer service, warehouse and distribution operations to support reliable service and high customer satisfaction.
• Analyse key metrics to monitor and enhance operational effectiveness.
• Collaborate with sales teams to improve customer experience and increase retention rates.

Company Overview: Global manufacturer of power supplies

• Recruited, trained and developed high performing EMEA customer support team.
• Oversaw day-to-day operations across multiple EMEA locations (North, South and Central Europe), ensuring alignment with corporate goals and service level expectations.
• Implemented performance metrics and KPI dashboards to monitor productivity, quality and customer impact.
• Directed cross-functional collaboration between manufacturing, supply chain, sales, customer support and warehouse to improve end-to-end process execution.
• Reduced costs by 15% via improved resource allocation and process enhancements within 3 months.
• Enhanced performance tracking resulted in 20% uplift in team productivity through data-driven feedback and timely coaching.
• Improved customer performance scores following implementation of focused training and automation tools.
• Cut order fulfilment time by 40% and improved delivery reliability through coordinated cross functional optimization project.
• Spearheaded customer service initiatives, leading to increased customer retention rates.
• Developed training programmes to enhance sales team's performance.

Company Overview: Global manufacturer of Electronic Goods

• Provided strategic direction to customer support team to meet organisational goals.
• Aligned processes and workflows to business needs, implemented KPIs, tracked OTIF (On-Time-In-Full) and other key metrics and drove continuous improvement through insights from customer surveys.
• Led initiatives to deliver exceptional customer service and optimise operational efficiency for OEM and Branded businesses, including Toshiba/Sharp.
• Improved staff performance by 50%, while leading major overhaul of sales support function and hiring and developing high-performing team.
• Boosted business visibility through reporting tools to track orders, forecast revenue, analyse returns, resolve pricing issues and manage aged inventory.
• Advanced supplier ranking from 17th to 3rd in one year and received AO UK's Best Supply Chain Award for excellence in customer service and operations.

Company Overview: Consumer Electronics /Professional Solutions Division (Healthcare, Cinema, Corporate and Education)

• Oversaw daily EMEA operations, collaborated with product and sales teams to ensure seamless execution.
• Standardised processes to align with group requirements and fostered customer-focused, business-driven team culture.
• Regularly reported and updated leadership on EMEA operations.
• Transitioned sales support operations from EMEA countries to Shared Service Centre for Professional Solutions in Budapest, managing four teams and 40+ FTE.
• Reduced customer's and stakeholder's escalations by 80%, within 3 months significantly boosting satisfaction.
• Reduced non-invoiced deliveries by 20% and streamlined month-end processes.
• Strengthened sales and marketing alignment, acting as the key contact for project and sales operations.
• Trained and developed the team, with three members promoted to senior roles and one to management.

Company overview: Financial Services

• Directed EMEA transactional procurement during strategic migration of new countries to Shared Service Centre, improving order fulfilment and invoice accuracy through establishing KPIs and SLAs.
• Led procurement helpdesk, driving process optimisation and resolving complex issues across EMEA.
• Collaborated with stakeholders to share insights and align on procurement solutions.
• Supported global procurement initiatives, contributing to $200M in regional revenue through strategic buying channels.
• Enhanced end-user experience by launching procurement training function and rolling out P2P system across EMEA, Middle East and Africa.
• Updated policies and procedures in line with global risk and control standards.
• Served as primary contact for audits and compliance reviews within operations.