Open to opportunities

Sorina Simona Savin

@sorina

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Operations Manager with expertise in team leadership and efficiency.

Croatia

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What I'm looking for

I seek a dynamic role that fosters team collaboration and offers growth opportunities.

As an Operations Manager with over 5 years of experience in the customer service industry, I specialize in team leadership, operational efficiency, and delivering results-driven performance. I have a proven ability to manage complex projects and lead diverse teams to success. Currently, I lead a multinational team of over 100 employees at TaskUs, where I ensure seamless operations and high performance by establishing and monitoring KPIs, optimizing resource allocation, and driving process improvements.

My career began with a strong foundation in customer care, where I honed my skills in managing teams and enhancing customer satisfaction. I have successfully managed multicultural teams, conducted performance analyses, and designed training programs that align with business goals. My experience also includes managing a retail shop and a residential cleaning business, which has equipped me with a unique perspective on operational management and customer relations.

With certifications in International Leadership and Organizational Behavior, as well as Generative AI Leadership & Strategy, I am committed to continuous professional development. I am passionate about fostering a collaborative work environment and mentoring team members to achieve their full potential.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

TaskUs

Dec 2023 - Present (1 year 6 months)

Led a multinational team of 100+ employees, ensuring seamless operations and high performance. Established and monitored KPIs, optimized resource allocation, and drove process improvements. Developed action plans, conducted performance evaluations, and mentored Team Leaders.

Team Leadership Operations Management Process Optimization Conflict Resolution

Team Lead

Heloo

Jul 2021 - Dec 2023 (2 years 5 months)

Managed a multicultural team of 15-20 agents, setting performance targets and coaching for success. Conducted performance analysis and implemented action plans to improve efficiency. Designed and delivered training programs to enhance skills and service.

Team Management Performance Analysis Training Development Coaching

Customer Care Trainer

Heloo

May 2021 - Jul 2021 (2 months)

Delivered multilingual training programs for new hires and partner companies. Created learning materials, evaluated performance, and provided feedback. Aligned training objectives with business goals.

Training Delivery Business Alignment

Q-

Customer Care Shift Lead

Q-Xperience

Mar 2020 - Jun 2021 (1 year 3 months)

Managed real-time workforce adjustments, ensuring SLA adherence and service efficiency. Guided complex customer inquiries and supported agents in real time. Maintained accurate reporting and coordinated daily workforce planning.

Workforce Management SLA Reporting Daily Planning Coordination

Q-

Customer Care Specialist

Q-Xperience

Jul 2019 - Mar 2020 (8 months)

Handled customer inquiries across phone, email, and chat platforms. Delivered expert knowledge of company products and solutions. Maintained customer satisfaction and updated CRM records.

Product Knowledge CRM Management Customer Satisfaction

Owner

D&D Company

Apr 2014 - Aug 2016 (2 years 4 months)

Managed a retail shop specializing in second-hand clothing and custom sewing services. Sourced and negotiated inventory, handled finances, and led a small team. Designed and sold handmade products.

Sourcing Financial Management Team Leadership Product Design

Owner

Danicom

Aug 2007 - Jul 2013 (5 years 11 months)

Operated a residential cleaning business, managing client relationships and service delivery. Oversaw scheduling, invoicing, and team coordination to ensure high-quality service.

Client Relationship Management Service Delivery Scheduling Invoicing Team Coordination