Open to opportunities

Alex Pana

@alexpana

Message

Customer Experience leader driving KPI performance through coaching and process rigor.

Romania

Message

What I'm looking for

I’m looking to lead customer experience teams where I can drive KPI performance, coach people with structured feedback, and improve processes with data-driven methods. I want aligned goals, clear accountability, and opportunities to develop future leaders.

I’m a Customer Experience leader with 12+ years of experience, progressing from Customer Experience Specialist roles into Customer Experience Supervisor. I focus on measurable service quality, customer satisfaction, and strong team performance through coaching and structured feedback.

In my current role, I lead and supervise a team of 7 CX talents serving the DACH & Central Europe region. I monitor and maintain team KPIs, contributing to improved service quality (+10%) and improved customer satisfaction (+8%), while also driving results beyond targets (over +7% vs. initial targets).

I bring hands-on CX operations expertise across SAP and Salesforce CRM—processing and booking customer orders in SAP, resolving complex order/delivery/invoicing issues in Salesforce, and managing high-efficiency client communication through CRM platforms for 10+ major DACH clients. I also align team strategy and goals with global business priorities through tier meetings with upper management.

I’m bilingual in English (C1) and German (B2), and I build long-term capability by identifying career advancement opportunities and implementing structured development plans (including job rotations, cross-functional training, and individual development plans). I also hold a Six Sigma Green Belt certification, using DMAIC and data-driven problem solving to improve processes.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Supervisor

Current

Honeywell Romania SRL

Feb 2024 - Present (2 years 1 month)

Led and supervised a team of 7 CX talents for the DACH & Central Europe region, improving service quality by 10% and customer satisfaction by 8%. Drove performance through goal-setting, KPI monitoring, and structured coaching, increasing initial targets by over 7%.

KPIs DACH Customer Support

CX Training Coach

Honeywell Romania SRL

Sep 2021 - Jan 2024 (2 years 4 months)

Supervised team operations and produced performance reports and audits, identifying fit gaps and improvement opportunities. Managed high-volume order processing in SAP and resolved complex order, delivery, and invoicing issues through Salesforce, supporting 10+ major DACH clients.

Performance Management performance reporting Salesforce CRM Customer Support Operations

Customer Experience Spec

Honeywell Romania SRL

Jul 2018 - Sep 2021 (3 years 2 months)

Provided front-facing customer support for DACH clients, handling end-to-end order processing and bookings to ensure accurate fulfillment. Collaborated with internal stakeholders to support smooth customer order workflows.

Customer Service Booking DACH Client Support Service Operations

Mobile Team Account Officer

Raiffeisen Bank Romania

May 2017 - Jul 2018 (1 year 2 months)

Managed cash and foreign currency transactions in line with local compliance requirements and conducted credit simulations to advise customers on financial products. Opened and maintained customer accounts while actively promoting banking services.

Financial Compliance Customer Account Management Banking Product Consulting Customer Relationship Management

Currency Operations Officer

Smith & Smith SRL

Mar 2015 - May 2017 (2 years 2 months)

Processed cash and foreign currency receipts and payments while maintaining accurate financial handling. Supported revenue growth by promoting company financial services to customers.

Cash & FX Processing Payments Customer Service

Delivery Driver

DHL Deutsche Post

Dec 2012 - Dec 2013 (11 months)

Delivered packages while maintaining high customer satisfaction standards and collected payments on delivery. Maintained accurate financial records related to collected payments.

Customer Satisfaction On Time Delivery