Experience

Bitpanda

• Austria
• Financial Services
• 400 - 500 Employee

• Team Lead - VIP & b2b care

  • Jan 2021 - Present

  Vienna, Austria - Led the transformation of Customer Care, culminating in the launch of 'Bitpanda Club', an exclusive service model for our VIP clients. This initiative featured dedicated customer success managers, AI-powered chatbot development, and streamlined contact channels like live chat - Notably, customer satisfaction (CSAT) reached 97%, and Net Promoter Score (NPS) hit 75

• Customer Support Training Specialist

  • Oct 2020 - Jan 2021

  Vienna, Austria - Streamlined onboarding for new support team members, significantly reducing time to effectiveness by 60% - Optimized customer support workflows through the introduction of a skills-based ticket routing system, saving circa €300k annually



ViaVan

• Human Resources

• Team Lead - Customer Care EMEA

  • Jan 2019 - Sep 2020

  Barcelona Area, Spain - Orchestrated the management of the London, Amsterdam, Paris & Berlin markets during the overnight shift, overseeing live activities, escalated incidents, and backlog ticket resolution. Spearheaded process enhancements, resulting in a remarkable increase in SLA performance to 98% - Managed real-time shift schedules and collaborated with external departments to ensure seamless coverage. Offered invaluable support to team members in addressing pay-related concerns and live issues while… Show more - Orchestrated the management of the London, Amsterdam, Paris & Berlin markets during the overnight shift, overseeing live activities, escalated incidents, and backlog ticket resolution. Spearheaded process enhancements, resulting in a remarkable increase in SLA performance to 98% - Managed real-time shift schedules and collaborated with external departments to ensure seamless coverage. Offered invaluable support to team members in addressing pay-related concerns and live issues while delivering consistent performance feedback Show less



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Customer Experience Specialist

  • Mar 2018 - Jan 2019

  Barcelona, Catalonia, Spain - Spearheaded initiatives for enhancing end-customer experiences by conducting comprehensive front-end website touchpoint analysis. Oversaw remarkable KPI improvements of Customer Satisfaction (CSAT) and Net Promoter Score (NPS) by 20% and 15 points respectively - Pioneered process improvements for escalations, significantly reducing resolution times and customer frustrations. Played a pivotal role in orchestrating war room sessions to manage large-scale service outages, ensuring minimal… Show more - Spearheaded initiatives for enhancing end-customer experiences by conducting comprehensive front-end website touchpoint analysis. Oversaw remarkable KPI improvements of Customer Satisfaction (CSAT) and Net Promoter Score (NPS) by 20% and 15 points respectively - Pioneered process improvements for escalations, significantly reducing resolution times and customer frustrations. Played a pivotal role in orchestrating war room sessions to manage large-scale service outages, ensuring minimal disruptions and maintaining customer trust Show less



Department for Work and Pensions (DWP)

• United Kingdom
• Government Administration
• 700 & Above Employee

• Team Lead - Customer Care

  • Mar 2017 - Mar 2018

  Liverpool, England, United Kingdom - Championed initiatives to enhance the efficiency of customer support processes, including streamlined case handling and improved communication, contributing to a 20% reduction in response times and a more seamless experience for customers in need of government assistance

• Work coach

  • Jul 2016 - Mar 2017

  Liverpool, United Kingdom - Demonstrated exceptional dedication towards individuals in receipt of government suport, providing accurate and compassionate guidance, and tailored work coach plans, which led to improved client satisfaction and a higher rate of successful transitions to gainful employment



MPSR SOLUTIONS LIMITED

• United Kingdom
• Security and Investigations

• Process Manager

  • Jan 2014 - Sep 2014

  Liverpool, United Kingdom - Initiated the development of a customized logistics dashboard using Python, providing real-time visibility into supply chain operations. This initiative enhanced decision-making capabilities, reduced delays, and contributed to a 25% increase in on-time deliveries



UK Home Office

• United Kingdom
• Government Administration
• 700 & Above Employee

• Administrative Officer

  • Jul 2009 - Aug 2012

  Liverpool, United Kingdom - Provided essential administrative support to enhance the efficiency of the UK government's border agency operations, including document management, data entry, and scheduling - Functioned as a case handler, responsible for making decisions on visa issuance, evaluating applications, and ensuring adherence to government regulations and policies within the UK government's border agency



Compass Group

• Investment Management
• 1 - 100 Employee

• Hospitality services (Part Time)

  • Jul 2010 - Jul 2012

  Chester, United Kingdom - Demonstrated strong multitasking skills by efficiently handling high-volume orders during peak race events. Maintained a clean and organized bar area, contributing to a smooth workflow and ensuring customer satisfaction. Maintained accurate financial records, managing the tills and cashing out for the bar at the end of each shift