Alexandru Oprea
Customer Experience Manager
Düsseldorf
Summary
Results-oriented professional with extensive experience in customer service management, process optimization, and cross-functional collaboration. Skilled at streamlining operations, implementing digital solutions, and fostering customer satisfaction in multicultural environments. Experienced in leading multinational teams and aligning strategies with business objectives to achieve measurable results.
Overview
18
18
years of professional experience
4
4
Languages
Work History
Customer Experience Manager
Hyperion Materials & Technologies GmbH
Neuss
09.2022 - Current
- Restructured customer service teams across 5 countries, optimizing size from 21 to 17 for operational efficiency.
- Standardized global workflows under Infor M3/H5 ERP system, improving cross-unit collaboration.
- Reduced past-due orders by 90% through Power BI dashboards and daily KPI tracking, combined with proactive customer updates.
- Worked closely with sales engineers and nine global production units across five business units to improve communication, align customer service efforts with business goals, and strengthen customer relationships.
- Participated in Kaizen events to enhance workflows, reduce quotation response times, and improve stock availability.
- Participated in e-commerce platform implementation, aligning IT and customer needs for streamlined processes.
- Managed claim processes with 0% cost impact and integrated post-sales follow-ups into KPIs for efficiency.
- Developed training programs to onboard and upskill remote employees effectively.
Customer Service Representative
Hyperion Materials & Technologies GmbH
Neuss
12.2018 - 09.2022
- Acted as the primary contact for customers across the EMEA region, ensuring timely delivery and addressing customer inquiries within 24 hours.
- Collaborated with planning and warehouse teams to ensure efficient delivery timelines.
- Oversaw the order cycle for consignment stock, including distribution order entry and annual inventory processes.
- Contributed to IT improvement initiatives utilizing tools such as JIRA, Power BI, and SQL to enhance operational workflows.
- Monitored claims processes to maintain 0% cost impact and proactively addressed customer concerns.
Inside Sales Executive
RELX Group (formerly Reed Exhibitions GmbH)
Düsseldorf
01.2017 - 11.2018
- Managed sales campaigns and created business reports to track KPIs and performance.
- Coordinated hall planning and pricing strategies to optimize event profitability.
- Participated in IT system enhancements to streamline sales processes.
- Trained and supervised interns and junior team members.
Project Assistant
RELX Group (formerly Reed Exhibitions GmbH)
Düsseldorf
12.2014 - 12.2016
- Coordinated scheduled workflows, mailings, and exhibitor queries, ensuring seamless processes.
- Managed advertising sales, data preparation for online tools, and complaint resolution.
- Analyzed sales reports and revenue statistics, while overseeing invoicing and supplier contracts.
Assistant Marketing & Sales Intern
RELX Group (formerly Reed Exhibitions GmbH)
04.2013 - 11.2014
- Conducted market research to support sales strategies.
- Maintained Salesforce databases and contributed to marketing campaigns.
- Assisted in creating promotional materials and managing CRM updates.
Travel Consultant & Corporate Accounts Coordinator
Go Travel Sunmedair Group
Bucharest
04.2007 - 12.2009
- Provided travel solutions for corporate clients, including AstraZeneca, PwC and Coca Cola .
- Organized incentive events for business partners in the pharmaceutical and finance sectors.
- Specialized in Bulgarian market travel packages and corporate travel management.
Education
Bachelor of Economics - Operational Management in Tourism
Romanian-American University
Bucharest, Romania 04.2001 -
Skills
ERP Systems: Expert in Infor M3, advanced in Oracle and SAP
Financial Metrics: Working capital improvement, KPI tracking, and budget alignment
Digital Tools: Power BI, JIRA, Microsoft Visio, advanced proficiency in Microsoft 365 including Copilot and emerging tools
Customer Service Excellence: Claim management, post-sales follow-ups, and customer satisfaction strategies
Team Leadership: Training, upskilling, and lean management implementation
Process Optimization: Workflow streamlining, bottleneck reduction, and Kaizen event participation
Timeline
Customer Experience Manager
Hyperion Materials & Technologies GmbH
09.2022 - Current
Customer Service Representative
Hyperion Materials & Technologies GmbH
12.2018 - 09.2022
Inside Sales Executive
RELX Group (formerly Reed Exhibitions GmbH)
01.2017 - 11.2018
Project Assistant
RELX Group (formerly Reed Exhibitions GmbH)
12.2014 - 12.2016
Assistant Marketing & Sales Intern
RELX Group (formerly Reed Exhibitions GmbH)
04.2013 - 11.2014
Travel Consultant & Corporate Accounts Coordinator
Go Travel Sunmedair Group
04.2007 - 12.2009
Bachelor of Economics - Operational Management in Tourism
Romanian-American University
04.2001 -
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