Customer Experience Management Expert | Digitalization and Customer Experience Division

• Dec 2021 - Present

● Analyzing customer feedback on product ranges and new releases, as well as preparing reports.● Act as an internal customer advocate by working with all departments to obtain information necessary for the resolution of customer issues. ● Analyzing customer touchpoints to be sure it is in line with corporate procedure and policies.● Analyzing customers applies to define the company's weak side and sensitive topics for business.● Tracking customer experiences across online and offline channels, devices, and touchpoints.● Identifying customer needs and taking proactive steps to maintain positive experiences.● Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements-from purchase to product return to customer support.● Preparation scenarios for consistent improvement of service quality in customer touchpoints units. Show less

Quality and CX Specialist | Digitalization and Customer Experience Division

• Mar 2021 - Dec 2021

Planning, Monitoring & Control Junior Specialist | Planning, Monitoring & Control Department

• Nov 2020 - Mar 2021

Front Office Customer Service Representative | Customer & Digital Care Division

• Aug 2017 - Nov 2020

Contact Centre Customer Service Representative | Customer & Digital Care Division

• Apr 2015 - Aug 2016

Logic and Higher Mathematics Teacher

• 2013 - 2015