Mihaela Cocos

• Led comprehensive SAP ERP training for 300+ employees, including 20+ Customer Service Representatives during a critical business relocation, ensuring seamless operational transitions. • Drove digital team, implementing digital ordering for our customers, conducting customer training and enhancing the customer experience. • Led process optimization initiatives that streamlined operations, reducing processing time by 20% and increasing efficiency. • Streamlined detailed documentation/training presentations for 30 + business process workflows. • Resolved 500+ SAP ERP system errors, minimizing downtime and ensuring smooth operational flow • Managed projects supporting process changes and led a forum assisting 50+ Super Users with operations. • Collaborated with business leaders and cross-functional teams to resolve process challenges and drive goal achievement.

• Managed 300+ operational issues, ensuring smooth workflow and efficiency. • Reviewed and improved 30+ key performance indicators. • Initiated 10 projects, optimizing work processes with five different teams. • Implemented best practices across three departments for improved performance. • Organized 50+ training sessions to upskill team members. • Resolved 30+ customer complaints, improving satisfaction and service quality. • Successfully coordinated and managed two internal ISO audits for the team.

• Ensured the use of standard work processes and tools wherever feasible. • Determined and analyzed 30+ operational and business-developed metrics, identifying variables for improvement. • Balanced workload complexity and organized proper local backup for 20+ team members • Organized and maintained business continuity plans for the team • Communicated overall direction and key initiatives to 20+ CSRs, connecting them to key stakeholders and ensuring support for business policies and service levels. • Reviewed customer satisfaction results and took appropriate action, improving scores by 15%. • Interacted with business functions, operational leaders, and team leaders to leverage best practices and achieve optimal results.

• Successfully handled 500+ orders from receipt to delivery. • Created and processed 300+ orders in the SAP (ECC) system. • Proactively initiated corrective actions, leading the resolution of 50+ service failures. • Consistently met Operational Level Agreements for all activities, achieving a 95% compliance rate. • Provided training and support to 20 team members, enhancing their performance and efficiency.