Roxana Laza Email & Phone Number

United States

United States

Remote

- Country Manager for our Romanian subsidiary, overseeing operations, local compliance, and vendor relations. Ensured alignment with the larger organization’s processes and maintained compliance across all operational and financial areas.- Led the development and implementation of a custom AI support chatbot to enhance customer support automation, resulting in a 27% deflection of support tickets and a 65% improvement in first reply times.- Automated processes and consolidated multiple spent streams leading to large cost savings of over 40% in annual costs. Set in place processes, software management strategies and tools for ongoing maintenance.-Provided strategic leadership in the post-acquisition reorganization, contributing to the development and execution of company-wide alignment strategies.

San Francisco, California, United States

- Centralized our data and developed company-wide metrics and key performance indicators (KPIs) to build a data-driven culture.- Developed and implemented forecasting models, leveraging historical data and our sales pipeline & goals to predict future demand and capacity needs.- Implemented the OKRs framework across the org, encouraging a culture of transparency, accountability.-Led the development and implementation of internal tools. The resulting solutions provided comprehensive support to our organization's operational processes and workflows, increasing efficiency across multiple departments: Customer support, Customer Success, Services and Sales;-Developed and executed comprehensive change management plans, including communication strategies, training programs, and stakeholder engagement to minimize resistance and ensure a smooth transition. Proactively identified potential obstacles and developed mitigation strategies to keep projects on track and achieve desired outcomes.

Directly managed a cross functional global team of services engineers and QA.Directed end-to-end implementation of our PSA tool Accelo:- Integration with our company customer data and tools;- Built out our PS KPIs: profit margin, utilization metrics and other predictive data.Implemented processes and tools that lead to reducing the level of effort for the execution of our final deliverable by 40%.

Timisoara

United States, Canada

Building a solid technical background and a systematic analytical thinking to problem solving and execution.Front end development projects with a soft transition in back end development(PHP + MySQL).