Aura Dorneanu

I believe customer service is a company's clearest differentiator - not a cost centre to manage down, but where trust is won or lost. For 15+ years, at Qatar Airways and Booking.com, I've built and rebuilt support operations across travel, e-commerce, and marketplace platforms around that belief. The through-line is diagnosis before solution: reading what an operation actually needs, then building it - launching functions, scaling them through restructuring and transformation, and leading teams of 200+ across regions, languages, and cultures. I've spanned the full lifecycle of customer operations: designing services, delivering them, governing quality, and improving what's already running. You can't redesign a system you've only seen from one seat. I've launched a 220-FTE contact centre from contract to go-live, led in-house teams and vendor transitions across the Middle East, China, and the US, run international B2B and B2C operations, contributed to the design of a new operating model for a new CS Centre of Expertise, and scaled Booking.com's CS Innovation Lab by 60% - redesigning how experimental services move into live operations. Where I add most value: Vendor & BPO governance - partner performance, SLA compliance, and escalations across multi-vendor, multi-country environments. Risk & compliance - audit and queue-management frameworks that cut financial-loss exposure by 20%. KPI & reporting - Power BI/Tableau dashboards giving leadership real-time visibility into delivery. Operational transformation - restructuring, outsourcing transitions, and hybrid-workforce rollouts, without disrupting delivery.