Iulia Orrin
Tallinn
Overview
16
16
years of professional experience
Work History
Service Delivery Manager/Customer Service Manager
Majorel Estonia
01.2023 - Current
- Launched, developed, and ensured the growth of a new project in a 100% WFH setup
- Developed detailed project plans, identified key milestones, and assessed potential risks to ensure project success
- Engaged and motivated cross-functional teams and stakeholders to ensure smooth delivery and sustainable growth
- Implemented process improvements.
Operations Manager
Majorel Estonia
05.2021 - 05.2023
- Led and managed project operations, ensuring KPIs exceeded targets and milestones were met
- Facilitated effective collaboration among stakeholders, enhancing team performance
- Secured continuous project growth through strategic planning and execution
- Implemented cost-saving measures.
CS Team Lead
Majorel Estonia
03.2018 - 05.2021
- Enhanced team performance and efficiency through regular performance reviews and detailed analysis of operational reports
- Managed CSRs under agreed Action Plans, ensuring adherence to quality standards
- Streamlined administrative processes.
Customer Service Specialist
Arvato OÜ
05.2017 - 03.2018
- Consulted guests and partners via phone and email regarding reservations in Russian and English
- Handled complaints with a customer-centric approach, achieving a 95% satisfaction rate
- Managed and maintained customer data, ensuring data integrity and privacy compliance.
Sales Manager
Elsamar OÜ/ Baltrans Tollikompleksi OÜ
09.2011 - 11.2014
- Consulted clients on products and payment conditions from the Baltic States and Eastern Europe
- Sourced new suppliers from Europe and North America, enhancing product availability
- Planned and organized logistics for clients.
Project Manager
Center of European Studies, Republic of Moldova
09.2008 - 11.2010
- Wrote and translated texts for the website, ensuring high-quality content
- Conducted political analyses and background research, providing insightful reports
- Organized meetings and negotiations, creating detailed memos and reports
- Trained staff and managed projects.
Timeline
Service Delivery Manager/Customer Service Manager
Majorel Estonia
01.2023 - Current
Operations Manager
Majorel Estonia
05.2021 - 05.2023
CS Team Lead
Majorel Estonia
03.2018 - 05.2021
Customer Service Specialist
Arvato OÜ
05.2017 - 03.2018
Sales Manager
Elsamar OÜ/ Baltrans Tollikompleksi OÜ
09.2011 - 11.2014
Project Manager
Center of European Studies, Republic of Moldova
09.2008 - 11.2010