At Johnson & Johnson, I led the EMEA Customer Issue Resolution project and cross-functional initiatives for the EMEA Customer Service organization, coordinating stakeholders, timelines, risks, and deliverables.
As Digital Lead for South East Europe, I led digital adoption and customer-experience initiatives involving self-service tools, eCapabilities, and customer journey analytics. I supported the implementation and adoption of J&J Customer Connect and EDI solutions, handled user issues, and delivered training.
Earlier at Johnson & Johnson, I led a five-person customer service team and supported customers and distributors in daily service operations. I also prepared SOPs and working instructions, resolved complaints, and trained team members.
I onboarded customers to eCommerce solutions through presentations and workshops, and acted as a bridge between customers and IT support for EDI/B2B and eInvoice solutions. I bring experience in customer success, digital adoption, data quality, and cross-market collaboration.
