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Oana Dragu Nitu is a seasoned Service Level Manager with extensive experience in strategic partner management and support services, currently employed at METRO.digital since June 2022. Previously, Oana held multiple roles at SynerTrade from January 2014 to June 2022, including Service Level Manager and Head of Support, where responsibilities included overseeing incident management, support processes, and team training. Additional experience includes positions as Sales Consultant at iContact 360 Global, Quality Assurance Specialist at CGS Romania, and various roles at McDonald's Corporation. Oana's educational background includes a Bachelor of Business Administration in International Relations from Transilvania University, alongside various qualifications in Accounting and Human Resources. Proficient in ITIL best practices, Salesforce CRM, and agile methodologies, Oana has consistently demonstrated a focus on improving team performance and customer satisfaction.