Diana Cristina Costea

Manage 2 different markets and respectively, 2 Customer Care teams:

1. Romania - as a Direct market working directly with Public and Private hospitals and

2. SEE with 14 countries through local Distributors, so called Indirect business model.

There are different challenges and opportunities, both markets are very dynamic and require different approach

In this role:

• Created customer support strategies to increase customer retention.
• Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
• Deployed programs to support growth, standardize and simplify processes
• Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
• Established positive relationships with clients, leading to increased customer loyalty and retention.
• Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Mentored new hires, fostering growth and professional development within the team.
• Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
• Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.

Member of the EMEA Customer Operations Leadership Team

Leader of the technical team supporting Customer Services across EMEA in their daily activities.

Team consists of +70 people divided into 3 streams:

- 1st providing technical support in setting up new accounts on EDI /ePOP (eOrdering methods) or extending the existing connections

- 2nd dedicated to provide technical support for the accounts using self serve ecommerce 3M platform bCom

- 3rd dedicated to Data maintenance and analytics

My EMEA central team offers support to all 4 Global Business groups (Industrial, Medical and Dental, Consumer and Office and Transportation), all EMEA Regions and Countries.

I am leading standardization and Continuous Improvement projects with impact on productivity and efficiency of the Customer Services teams in order to deliver better services to our customers. Position requires a high influence on stakeholders in order to ensure the success of the projects. Champion of several Six Sigma BB projects (ex SAP Price Validation at order entry with an impact of reduced Customer complaints from 36% to 10%)

Since March 2022 i lead the EMEA deployment of Global initiative Customer Experience – Customer Service Post Interaction Survey – by launching an automated survey after each interaction with Premium and Care accounts. Following the project i proposed and launched improvement projects for Customer Service and cross functional teams.

Since January 2023 part of the Strategic Healthcare Spinoff

Area Leader for core customer service projects related to processes from Order entry to credit & collection.

I was closely working with all 6 Super Regions (CER, WMR, MEA, SEER, EER, NER).

I was leading EMEA centralization projects and transition of some of those into Shared services GSC Poland‑ value realization projects

Since November 2019 i was appointed as Health Care (Medical and Dental) Business Group Liaison (one of the 4 BGs in 3M) representing Customer Operations.

Was leading one of the biggest Acquisition and Integration projects related to a 3M acquisition – KCI ‑ with presence in multiple countries (Germany, UK, France being the biggest ones).

Member of the EMEA Healthcare Leadership team

• Deployed strategic Area reorganization based on the Global design forming Customer Services independent department
• Decide on Resource allocation on the new department
• Led standardization of processes across area and centralization of activities (eg Complaint Management, Customer Issue Resolution)
• Established services to be moved into GSC (Global Service Center)
• Budget Planning of Area Customer Service department
• Drive performance management reporting
• Champion of Value Realization and Productivity improvement projects

• Executed the Supply Chain strategies Jan 2014 - May 2015
• Leader of local Supply chain team : Demand Planning & Business Logistics & Customer Service
• Responsible for achieving local targets in terms of Inventory Management, Non Working Inventory,
• Responsible for supplier selection, contract negotiation and performance evaluation
• Started strategic project envisioning the formation of the Area Customer Service and Business Services Operation department.

Part of the 1st Area BSO Leadership Team

Member of Management Operating Committee

Project leader for 3M Romania Converting – 1st 3M plant in Romania producing scourers

o Setup of the location, obtained necessary authorizations and approvals

o Recruited resources (blue collars)

o Selected suppliers

o Approved production plans considering business needs and requirements

o Production for Carrefour private label

Member of Management Operating Committee

o Elaborate and implement logistic strategic plan o Manage Logistics budget

o Integrate logistics dept with sales & mkt. organization ensuring full support

o Focus on customers expectations while meeting Regional logistics targets

o Improve inventory ratio and monitor inventory level & mix

o Streamline 3M supply chain to improve local performance

o Manage operational activities and link with the 3rd party providers (logistics, quality o Implement a Demand Planning tool for inventory and forecasting accuracy

Responsible for Planning related activities (replenishments of the stock items, purchasing of non stock items

Responsible for Order entry

Customer interactions

Order follow up

customer inquiries 3M Romania Logistics Coordinator

Part of the team that established the company in Romania, for local production of coffee

I was the Logistics Manager, leading the team responsible for import of raw materials (coffee beans) and packing materials, warehouse, storage and inventory management.

Due to in‑house production (roasted, repackage etc) have been responsible for inventory management of the finished goods items & distribution to Romanian market

Started as Assistant of the Production manager and after one year moved into logistics department responsible for Imports (as non EU country) for Finished goods only