About
Highly analytical and results-driven professional with 5 years of experience in operations, logistics, and customer experience, adept at leveraging data to optimize processes and drive efficiency. Proven ability to identify and resolve complex operational challenges, manage cross-functional teams, and enhance business outcomes. Seeking to apply a data-centric approach and strategic problem-solving skills to an Analyst role in product, purchasing, or logistics.
Work
AirportClaims.com
|Sales & Customer Service Representative
Warsaw, Mazovia, Poland
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Summary
Led customer engagement and claims processing across major European airports, driving sales and ensuring compliance with EU261 regulations while optimizing lead generation strategies.
Highlights
Engineered a cloud-based marketing automation system, monitoring 50+ European airports for flight disruptions and generating daily affiliate content with UTM-tagged links across Twitter/X and LinkedIn, capturing high-intent passenger leads.
Distributed 500+ flyers and generated 100+ verified EU261 claims across 40+ flights in Paris, Rome, and London operations, directly contributing to revenue growth and customer acquisition.
Authored comprehensive field operations guides for CDG Paris and FCO Rome, which were adopted as standard onboarding reference for all successor agents, enhancing operational consistency and training efficiency.
Contributed usability feedback on the AirportClaims passenger-facing website, leading to implemented changes that improved passenger journey and increased claim conversion rates.
Professionally handled objections and empathetically delivered difficult news, converting skeptical and resistant passengers into active claimants while maintaining customer respect and transparent communication.
PostNL / Tempo-Team
|Assistant Team Leader
Nieuwegein, Utrecht, Netherlands
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Summary
Directed and supervised a team of 30+ staff in high-volume parcel depot operations, ensuring consistent on-time sortation and efficient workflow management.
Highlights
Led and supervised 30+ sorting and delivery staff across daily operational shifts in a high-volume parcel depot, consistently achieving on-time sortation under strict SLAs.
Managed daily parcel volume forecasting, tracking thousands of parcels per shift, estimating truck requirements, and monitoring sortation progress in real time to optimize resource allocation and prevent delays.
Proactively identified and resolved operational issues, including missing trucks, sorter malfunctions, and staffing gaps, preventing impacts on delivery timelines and maintaining efficiency.
Provided safety and usability feedback on a new PostNL sorting machine prototype, with suggestions implemented in the final production version deployed across the depot network, enhancing operational safety and efficiency.
Reported daily KPIs, throughput volumes, attendance, and operational bottlenecks directly to senior management, providing critical data for strategic decision-making and continuous improvement.
Self-Employed (Grill Restaurant)
|Owner & Operator
Rădășeni, Suceava, Romania
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Summary
Founded and managed a grill restaurant, overseeing all operational aspects from staffing to financial planning, and demonstrating entrepreneurial leadership.
Highlights
Successfully founded and launched a grill restaurant on DN2 near Rădășeni, Romania, managing all aspects of operations including staffing, supplier relationships, financial planning, and customer service.
Managed the business remotely after returning to international operations in 2022, ensuring ongoing profitability and operational continuity with family involvement in day-to-day management.
Demonstrated strong entrepreneurial initiative, financial responsibility, and the ability to manage complex operations independently, fostering a sustainable business model.
PostNL / Tempo-Team
|Assistant Team Leader
Breda, North Brabant, Netherlands
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Summary
Supervised sorting teams of 20+ staff, ensuring consistent parcel throughput targets and resolving logistics issues under tight delivery deadlines.
Highlights
Supervised sorting teams of 20+ staff across daily shifts, consistently meeting parcel throughput targets and maintaining high operational efficiency.
Served as primary point of contact for couriers, truck drivers, and logistics providers, effectively managing expectations and resolving issues under tight delivery deadlines to ensure smooth operations.
Handled depot-level escalations and conflict resolution with professionalism and composure, ensuring a productive work environment and minimizing disruptions.
Monitored daily KPIs and proactively flagged performance issues to senior management, contributing to timely corrective actions and continuous operational improvement.
Education
National College Piatra Neamţ
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High School Diploma
Computer Science & Informatics
Languages
Romanian
English
Dutch
Polish
Spanish
French
Certificates
Introduction to SAP
Issued By
Great Learning
Digital Competencies — Advanced User
Issued By
Ministry of Digital Affairs Poland
BHV Emergency Response & First Aid
Issued By
Certified (Netherlands)
Entrepreneurship & Startup Management
Issued By
Impact Hub Bucharest
Skills
Customer Service
Complaint resolution, Objection handling, B2C sales, Expectation management, EU261/UK261 regulation, Stakeholder management.
Operations & Logistics
Team leadership (30+ staff), Order management, Workflow coordination, Volume forecasting, SLA management, WMS systems, Process optimization, Supply chain management, Inventory management, Operational efficiency, KPI monitoring.
Technology & Digital
MS Office 365, Excel (Pivot Tables, VLOOKUP), SAP (in training), CRM platforms, Social media lead generation, UTM conversion tracking, Affiliate marketing, Data analysis, Automation, Cloud-based systems, API integration.
Interpersonal
Cross-cultural communication, Conflict resolution, Stakeholder management, Calm under pressure, Proactive problem solving, Team leadership, Negotiation, Training & development, User empathy.
Business Acumen
Strategic planning, Financial planning, Business development, Market research, Usability testing, Entrepreneurial initiative.