20 Years in the CX Industry: A CGS BPO Leadership Success Story

A journey through changing times

Twenty years ago, I was about to end my third year of college and thought I would like to stay in Bucharest for the summer instead of getting back to my hometown for three months, before the start of the new college year. That decision, very simple at the time, marked the beginning of a journey that would span over two decades and that continues to develop each day.

Amid the vibrant pulse of Bucharest and a world brimming with change — the launch of YouTube, the aftermath of the London bombings, and Hurricane Katrina’s devastation — I began my journey in the BPO industry.

That pivotal summer of 2005, as global connectivity and enterprise resilience were being redefined, marked the start of my personal transformation journey at CGS Romania. Here, every step of my growth has been strengthened by CGS’s unwavering investment in our people, driving long-term success for myself, other employees, and our valued clients.

Building CSR skills during times of innovation: 2005–2007

In July 2005, I joined CGS Romania as a customer service representative (CSR). My first years as a CSR not only coincided with the dawn of new technologies like Google Maps and Amazon’s Kindle but also with CGS expanding its career development programs to support multilingual teams and emerging leaders.

I supported customers in English, French, and Romanian, handling inquiries via phone and email. It was more than just a job—it was my first exposure to the dynamic world of customer experience (CX). I quickly learned the importance of empathy, efficiency, and precision. These early lessons became the foundation of my career.

In 2007, as Apple released the first iPhone and Romania joined the European Union, I advanced to Team Leader—supported by tailored mentorship and targeted skill-building that helped me manage performance and guide teams through a rapidly evolving landscape. The transition from individual contributor to team manager was challenging, but it taught me how to lead with purpose and clarity.

Adapting through complexity and crisis: 2009

In 2009, the world reeled from the global financial crisis and the swine flu pandemic, reminding businesses everywhere of the importance of agility and innovation. At CGS, I became Project Manager (Service Delivery Manager), overseeing client projects during uncertain times. The company doubled down on upskilling and offered leadership courses, ensuring teams remained resilient and ready for new challenges. Regular feedback, hands-on learning, and constant encouragement prepared us not just to weather storms, but to thrive in them.

As Project Manager, I oversaw SLA and KPI adherence, coordinating recruitment, and implementing new processes for our clients. I was now responsible for the daily operations of multiple projects, and I embraced the complexity with enthusiasm.

Leading through global shifts: 2015

In 2015, world headlines focused on the Paris climate accord and a surge of digital transformation. CGS responded by deepening its commitment to employee growth, flexibility, and well-being.

Between 2015 and 2023, I held roles as Manager of Operations and then Director of Operations. These years were truly transformative for me. I led multilingual teams, managed budgets, built client relationships, and drove operational strategy. I was deeply involved in launching new projects, optimizing delivery, and identifying growth opportunities. Flexible work models, educational support, and cross-continental collaboration enabled our people to flourish.

One of my proudest moments during this period was receiving the CGS President’s Club award twice. These recognitions validated the hard work, innovation, and commitment my teams and I brought to the table.

Guiding teams in an uncertain world: 2023 and beyond

The world in 2023 was marked by the end of the COVID-19 pandemic, global conflicts, and seismic advances in remote work. This is when I stepped into my current role as Vice President of Operations, I now lead over 500 employees across Romania, the U.S. and Chile.

My focus is on CX transformation, SLA optimization, and mentoring future leaders. I also focus on stability and client satisfaction for global enterprises that value reliability. This affords me the opportunity to work closely with senior client executives at international clients, helping them to shape their expansion strategies and to ensure their satisfaction with our partnership.

Holistically my leadership is focused on managing our BPO clients’ total experience (TX). By this I mean, I play a key role in managing their customer experience – how our people and enabling technologies like AI shape the experiences their end customers have with their brand. I also mean that my work leading and developing teams is about employee experience (EX). Ensuring our people have the opportunity to do rewarding work, build enviable careers and pridefully deliver excellence is essential. And finally, our partners’ experience (PX) is paramount. It’s my duty to be transparent, responsive, accountable and – importantly -- forward-looking about how to help steward their business for an ever-brighter future.

Proud of my impact: enduring careers and long-lasting partnerships

This is what drives me to take a 360-degree point of view of our work that prioritizes the people behind the excellence we deliver. I’ve mentored dozens of colleagues and championed people-first strategies that foster engagement and growth. CGS’s people-centric strategies, robust training, and mentoring programs allow our teams to rapidly adapt and consistently deliver excellence, regardless of world events.

No matter the challenges of the day, CGS has remained a beacon of stability, continually investing in resources, mentorship, and growth opportunities for every employee. Our retention programs, flexible schedules, and award-winning team culture foster long-term careers while ensuring clients receive reliable, top-tier service through any macroeconomic climate or technological change.

My journey at CGS is defined not just by my career milestones, but by the enduring relationships I have enjoyed. For those seeking a dynamic career or a trustworthy BPO partner, CGS is the go-to destination. We align ourselves for success through empathy, adaptability, determination, and vision.