Open to opportunities

Otilia Ooft

@otiliaooft

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Customer Success & Operations Specialist improving CRM workflows, onboarding, and service delivery at scale.

Netherlands

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What I'm looking for

I’m looking for a role where I can own customer outcomes end-to-end—strengthening onboarding, improving CRM and service workflows, and driving measurable satisfaction and efficiency gains. I want to collaborate cross-functionally and keep optimizing how teams deliver value.

I’m a Customer Success & Operations Specialist with 4+ years of experience across customer service, customer success, and operational coordination. I’m organised and results-driven, with a strong focus on improving operational workflows and service outcomes.

Most recently, I coordinated service and maintenance across 86 companies and 100+ locations, ensuring optimal machine uptime and operational efficiency. I also managed scheduling for 30 field engineers, improved CRM data accuracy, and reduced documentation gaps while supporting faster resolution times.

Earlier in my career, I led client relationship and onboarding work in B2B SaaS environments, including end-to-end onboarding for East Asian markets and nurturing partnerships across target regions. I promoted customer onboarding improvements by building and standardising CRM-based workflows and knowledge hubs, reducing support ticket volume for 200+ companies.

I enjoy turning friction points into measurable improvements—whether it’s identifying service bottlenecks, aligning market-entry strategies with company goals, or running data migrations during onboarding. With experience across Salesforce/ServiceMax, Zendesk, and major ERP systems, I bring both customer empathy and operational rigor to every engagement.

Experience

Work history, roles, and key accomplishments

Current

Service Coordinator

Current

Screen Europe

Apr 2025 - Present (1 year 2 months)

Coordinated service and maintenance activities across 86 companies and 100+ locations to optimize machine uptime and operational efficiency. Managed scheduling for 30 field engineers, improved CRM data accuracy to reduce documentation gaps, and coordinated delivery logistics for 200,000+ parts using Salesforce ServiceMax and NetSuite.

Service Coordination ServiceMax Field Service Scheduling Oracle NetSuite SAP Hana

Customer Success & Ops

Green Platform Baltics - The WhyKingz

May 2024 - Jan 2025 (8 months)

Led East Asian market expansion by managing end-to-end client onboarding and relationship management for target markets. Built and maintained B2B SaaS partnerships and supported CRM-driven tracking using Zendesk and Salesforce ServiceMax.

Customer Success Client Onboarding Account Management B2B SaaS Zendesk ServiceMax International Partnerships

Sales Manager

Green Platform Baltics - Aniksi

Feb 2024 - May 2024 (3 months)

Drove customer acquisition and account expansion in the Japanese market and promoted products using client engagement approaches tailored to Japanese customers. Supported recruitment by helping hire and train sales staff and managed promotion activities using Jira and Trello with Adobe Photoshop materials.

Customer Acquisition Account Expansion Japanese Market Strategy Client Engagement Adobe Photoshop Jira Trello Sales Promotions

Customer Success Associate

Agriplace

Sep 2022 - Feb 2024 (1 year 5 months)

Set up a Zendesk-based CRM system, standardized support workflows, and created a single source of truth knowledge hub with guides and instructional videos for 200+ companies. Reduced support ticket volume by improving onboarding and performing Excel to SaaS/ERP-to-SaaS data migrations to support clean imports of historical supplier tracking.

Customer Success Zendesk CRM Onboarding Data Migration Excel Video Content Creation Process Optimization

Sales Assistant

Mango

Sep 2018 - Jul 2022 (3 years 10 months)

Provided customer service and supported sales in a retail environment. Handled general store maintenance to support daily operations and customer experience.

Customer Service Retail Sales Support Maintenance Customer Support Retail Operations Service standards

Sales & Visual Merchandiser

UGG

Mar 2015 - Jun 2018 (3 years 3 months)

Supported sales and delivered customer service in-store while maintaining visual merchandising standards. Helped ensure the store presentation met brand expectations.

Customer Service Retail Sales Support Visual Merchandising Merchandising Standards Retail Operations