Marian (Mark) Draghiea

• Led service and technical support activities for a national spare parts distributor operating across Ecommerce and Retail channels. Coordinated daily operational activity for customer service and technical support teams, ensuring alignment with business priorities and service expectations.
  
• Managed over 750 monthly service and technical requests while supporting a client portfolio exceeding 2,000 active and inactive accounts. Maintained a structured operational model designed to support scalability, workload balance, and service consistency.

• Maintained direct communication with dealer accounts and store-level contacts to resolve service issues, clarify technical requirements, and support ongoing collaboration. Demonstrated ability to lead customer-facing teams while ensuring excellent communication standards and consistent service quality across all touchpoints.
  
• Applied strong analytical skills to monitor response times, service quality metrics, and ticket resolution performance. Reduced average response time by 50% through process improvement initiatives focused on centralized email handling and ticket prioritization.
  
• Achieved a 65% reduction in customer complaints by implementing quality monitoring procedures, structured root-cause analysis, and corrective action plans. Improved customer retention to over 90% through disciplined relationship management and consistent service delivery.
  
• Oversaw operational activity contributing to approximately €10M in annual order volume. Supported Sales teams through coordinated order handling, technical clarification, and escalation management without compromising service quality.
  
• Managed a €1M+ annual budget allocated to service tools, training, and operational enhancements. Delivered measurable cost efficiency by standardizing workflows and eliminating redundant activities.
  
• Served as primary liaison between Sales, Logistics, Procurement, and Finance, ensuring effective decision making across order-to-cash processes. Maintained operational stability in a fast-paced environment with fluctuating demand and seasonal volume spikes.
  
• Provided technical diagnostics and spare parts identification for multi-brand agricultural and industrial equipment. Coordinated directly with vendors to resolve complex product and availability issues.
  
• Led onboarding and training programs for new team members, supporting skill development and performance consistency. Demonstrated ability to collaborate effectively across teams while maintaining focus on service outcomes and accountability.

• Managed regional Sales activities across 21 counties, supporting B2B customers within the agricultural machinery aftermarket. Maintained direct responsibility for territory planning, client development, and account coordination.
  
• Supported Retail-facing distributors through structured relationship management and consistent communication. Applied analytical skills to assess territory performance, customer potential, and sales trends.
  
• Achieved consistent annual target overachievement exceeding 25% through disciplined planning, customer segmentation, and focused execution. Supported average transaction values of approximately €2,500 while driving repeat business.
  
• Implemented regional Strategy initiatives aimed at expanding market coverage and strengthening distributor partnerships. Collaborated with internal teams to align inventory availability, delivery timelines, and customer expectations.
  
• Maintained effective decision making under time constraints while operating in a fast-paced environment with extensive travel and competing priorities.

• Worked closely with dealer organizations and store representatives to strengthen commercial relationships and ensure alignment with territory objectives. Leveraged interpersonal skills and structured communication to support partner engagement and long-term account stability.

• Led procurement activities and supplier coordination for agricultural and construction equipment parts. Managed contractual relationships with international vendors to ensure continuity of supply and pricing stability.
  
• Applied analytical skills to evaluate supplier performance, cost structures, and purchasing efficiency. Delivered approximately 30% cost reduction through supplier consolidation, renegotiation, and volume-based purchasing agreements.
  
• Oversaw purchase orders, inventory planning, and demand forecasting in collaboration with internal teams. Supported operational continuity by aligning procurement priorities with business requirements.
  
• Demonstrated strong relationship management skills while coordinating with suppliers and internal stakeholders to resolve delivery, quality, and availability issues.

Progressed from production operator to team leader in a high-volume manufacturing environment.

• Coordinated daily production workflows and quality control procedures.
• Implemented process improvements increasing throughput and reducing material waste.
• Supported continuous improvement and ISO-quality standards on the production floor.