Otilia Ooft
@otiliaooft
Customer Success & Operations Specialist improving CRM workflows, onboarding, and service delivery at scale.
NetherlandsWhat I'm looking for
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
Service Coordinator
Screen Europe
Apr 2025 - Present (1 year 4 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.
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.
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 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.
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.
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.
Education
Degrees, certifications, and relevant coursework
SCREEN Europe
Bachelor of International Business, International Business
2025 -
Bachelor of International Business associated with a Service Coordinator role at SCREEN Europe starting in April 2025.
Artevelde University of Applied Sciences
2018 - 2022
Studied at Artevelde University of Applied Sciences in Ghent from 2018 to 2022.
IELTS
IELTS, English language proficiency
2017 -
Grade: 8.0
Achieved an IELTS score of 8.0 in 2017.
EIKEN
EIKEN Class 1, Japanese language proficiency
2017 -
Achieved EIKEN Class 1 in 2017.
Tech stack
Software and tools used professionally
Availability
Location
NetherlandsAuthorized to work in
Job categories
Skills
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