Madalina Enea

Experience

• 

  Amazon

  Mar 2016 - Aug 2023

  🎯Amazon faced difficulties managing customer account requests due to the lack of integration between SLA (Service Level Agreement) and Gross Merchandise Value (GMV) . This led to delays, inconsistent service quality, and fragmented customer data across multiple systems. • Centralized customer data in one place 𝐛𝐲 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐢𝐧𝐠 𝐚 𝐂𝐑𝐌 𝐬𝐲𝐬𝐭𝐞𝐦 that consolidated all requests, ensuring better visibility and streamlined case management. • 𝗜𝗺𝗽𝗿𝗼𝘃𝗲𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗯𝘆 𝟮𝟬% through the development of work allocation tools that automatically prioritize customer requests based on case age and GMS range categories. • 𝐏𝐫𝐨𝐯𝐢𝐝𝐞𝐝 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐫𝐞𝐚𝐥-𝐭𝐢𝐦𝐞 𝐝𝐚𝐭𝐚 𝐚𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 with dashboards tracking case volume, resolution times, and SLA compliance metrics. • 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗱 𝟭𝟬𝟬% 𝗞𝗣𝗜𝘀 𝗮𝗱𝗵𝗲𝗿𝗲𝗻𝗰𝗲 by eliminating manual case allocation and 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐞𝐝 𝐫𝐞𝐩𝐞𝐭𝐢𝐭𝐢𝐯𝐞 𝐭𝐚𝐬𝐤𝐬 such as request classification, enabling service agents to focus on high-value interactions. • Offered personalized interactions based on past customer behavior by integrating historical data, allowing service agents to tailor resolutions more effectively. Show less 🎯 The company, a dynamic e-commerce leader, was dealing with low productivity among employees and low customer satisfaction as a result of delays in customer response. The process was inefficient in dealing with high volumes of reinstatement requests. • Lead a multidisciplinary team of 𝟏𝟐+ 𝐬𝐞𝐧𝐢𝐨𝐫 𝐚𝐬𝐬𝐨𝐜𝐢𝐚𝐭𝐞𝐬, performing reinstatement process for diverse products across EU6 countries (FR, ES, IT, UK, PL, NL MPs). • Enhanced collaboration between the operations and seller support departments, contributing to a 𝟏𝟓% 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭 𝐢𝐧 𝐢𝐬𝐬𝐮𝐞 𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐭𝐢𝐦𝐞 by implementing joint training sessions and regular cross- departmental meetings to foster a cohesive work environment. • Cascaded operational goals to direct reports, ensuring team alignment with process operational goals (Productivity, Quality, Utilization, SLAs). Conducted team capacity planning, work allocation. Show less 🎯 The company, a major player in global e-commerce, faced challenges in maintaining high quality accuracy (QA) scores for product safety and compliance processes.• Improved the 𝐐𝐀 𝐬𝐜𝐨𝐫𝐞 𝐰𝐢𝐭𝐡 𝟐𝟎% by working with cross-functional teams to define the process and design user-friendly learning modules using Articulate Storyline Tool.• Reduce the facilitator time by 70% + 𝐚 𝐬𝐮𝐛𝐬𝐞𝐪𝐮𝐞𝐧𝐭 𝟎.𝟕 𝐅𝐓𝐄 𝐬𝐚𝐯𝐢𝐧𝐠 by creating more interactive, visually appealing, and efficient learning materials.• Reduced the onboarding time 𝗳𝗿𝗼𝗺 𝟮 𝗺𝗼𝗻𝘁𝗵𝘀 𝘁𝗼 5 𝘄𝗲𝗲𝗸𝘀 for new employee by optimizing the flow and automating the process. Show less

  • Scrum Master

    Jul 2020 - Aug 2023

  • Team Lead

    Dec 2018 - Jun 2021

  • Senior Compliance Associate

    Mar 2016 - Dec 2018
• 

  Vitesco Technologies

  Nov 2023 - Jul 2024

  Project Manager

  🎯 The client, a global automobile manufacturer, faced challenges in efficiently managing and coordinating sample needs, slowing the progress of projects and potentially impacting customer satisfaction.• Improved project visibility and reduced the time required for 𝘀𝗮𝗺𝗽𝗹𝗲 𝘁𝗿𝗮𝗰𝗸𝗶𝗻𝗴 𝗯𝘆 𝟯𝟬% through the creation and implementation of PowerBI dashboards.• Improved traceability by successfully transitioning assigned tasks from a manual tracking system to Kanban Boards in Jira.• Facilitated communication between the sample shop and stakeholders, supporting internal purchase orders, compiling lists of missing inputs, and organizing necessary support from project team members. Show less

• 

  Dow Jones

  Jul 2024 - now

  • Project Management Officer

    Jun 2025 - now

  • Agile Project Manager

    Jul 2024 - Jun 2025