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EMEA Deliver Excellence Project & PMO Manager
Customer Success and Digital Adoption at Johnson & Johnson, advancing EMEA customer issue resolution and digital experiences.
SloveniaEMEA Deliver Excellence Project & PMO Manager at Johnson & Johnson
Led end-to-end cross-functional initiatives for the EMEA Customer Service organization, coordinating stakeholders, timelines, actions, risks, and deliverables. Managed customer-service improvement projects and supported digital customer-experience initiatives.
Project ManagementStakeholder ManagementCustomer ServiceDigital Customer ExperienceCross functional CoordinationRisk ManagementProcess Improvement
Led digital adoption and customer-experience initiatives across South East Europe, including self-service tools, eCapabilities, and customer journey analytics. Supported implementation and adoption of J&J Customer Connect, EDI, and other digital solutions; managed escalations and user issues.
Digital AdoptionCustomer ExperienceSelf Service Tools DevelopmentECapabilitiesCustomer Journey AnalyticsJ&J Customer ConnectEDIUATRegression TestingTrainingCommunity of Practice
Led a five-person customer service team and supported customers and distributors across daily service operations. Resolved complaints, maintained service quality, prepared SOPs and working instructions, and trained team members.
Team LeadershipCustomer ServiceComplaint ResolutionService qualitySOPsTrainingPortal AdoptionCustomer Experience
Supported hospital and distributor customers with orders, product information, deliveries, and complaint resolution in line with SLAs. Onboarded customers to eCommerce solutions through presentations, workshops, customer visits, and ongoing user support.
Customer ServiceEcommerceOnboardingEDIB2Be invoicingCustomer Data ManagementReportingCompliance
Pursued a degree in Business Management, focusing on applied business and social studies.
Completed Lean Fundamentals Green Belt and FPX Methodology Project Management certifications.
Profile sourced from Himalayas.