Open to opportunities

Aura Dorneanu

@auradorneanu

Message

I build and scale international customer operations across complex, high-volume service environments.

Netherlands

Message

What I'm looking for

I'm looking to build, scale, or transform customer operations where strong governance, measurable service performance, and cross-functional delivery can turn complex change into lasting operational results.

I've built and transformed high-volume customer service operations across Booking.com and Qatar Airways, leading service functions across EMEA, Asia, and the US.

At Booking.com, I led a 150+ FTE multi-lingual B2B and B2C operation, improving CSAT by 8%, FCR by 7%, productivity by 10%, and reducing attrition by 10%. I later scaled the CS Innovation Lab by 60%, creating the workflows, governance, capacity model, and pilot exit criteria needed to move experimental services into permanent operations.

At Qatar Airways, I launched a 220-FTE GCC contact centre from contract to go-live within six months and expanded regional capacity by 30% without disrupting service continuity.

I bring hands-on experience in vendor governance, SLA accountability, KPI design, operational restructuring, and continuous improvement. I enjoy diagnosing what an operation needs and building the structure that helps teams deliver through change.

Experience

Work history, roles, and key accomplishments

Innovation Customer Service Manager

Booking.com

Jun 2022 - Nov 2025 (3 years 5 months)

Scaled the CS Innovation Lab by 60%, managing 90+ Specialists and 6 Team Leads, and built governance structures to transition pilots into permanent operations. Introduced per-pilot tracking and led RACI definition and quarterly business reviews.

Customer Service Innovation Management Pilot Management Governance RACI Product Testing Bug Triage Cross functional Leadership

Customer Service Manager

Booking.com

Apr 2018 - Jun 2022 (4 years 2 months)

Led a 150+ FTE multi-lingual, multi-channel operation across B2B and B2C, owning SLA, quality, KPI, and regulatory performance. Delivered performance gains through Lean and Agile improvements, including CSAT +8% and attrition -10%.

Customer Service SLA Management Quality Management KPI Management Lean Agile Change Management Operational Readiness Outsourcing

Contact Centre Manager – Service Delivery, GCC

Qatar Airways

Dec 2015 - Jan 2018 (2 years 1 month)

Served as primary governance interface with BPO partner, enforcing SLAs and leading QBRs. Led transition and launch of GCC Contact Centre in Bahrain (220 FTE) within six months, and expanded capacity by 30% integrating new markets.

Vendor Management SLA QBRs Contact Centre Operations Launch Management Cost Management Resource Planning

Contact Centre Manager – GCC & Americas (interim assignment)

Qatar Airways

Sep 2014 - Dec 2015 (1 year 3 months)

Restored structure and stakeholder governance in a contact centre in crisis, replacing siloed working with accountable delivery. Designed a new escalation process that cut senior-line wait times and lifted first-touch resolution.

Contact Centre Management Crisis Management Escalation Management Process Design Training

Quality & Training Manager

Qatar Airways

Oct 2011 - Sep 2014 (2 years 11 months)

Built Qatar Airways' Quality & Training function from scratch, including operating model, capacity planning, recruitment, onboarding, and curriculum. Cut customer complaints and financial-loss exposure by 20% through structured audit and Voice-of-Customer frameworks.

Quality Management Training Curriculum Development Audit Voice Of Customer Root Cause Analysis Process Improvement