CX Business Consultant

• Dec 2022 - Present

I specialize in creating and implementing strategic customer experience initiatives that drive retention and growth, while keeping costs optimized. My approach includes conducting thorough assessments of current operations, identifying areas for improvement, and designing custom solutions that align with the unique needs of each client. I offer a range of services, including: 🔹 experience design, 🔹 customer journey mapping, 🔹 training and workshops, 🔹 market research, 🔹 data analysis, 🔹 customer research, 🔹 project management (including hands-on support throughout the implementation process). Show less

Business Development Manager

• Dec 2022 - Present

I specialize in identifying and implementing new ways to drive an organisation's growth and build long-term value. My strength lies in my ability to leverage analytical skills and a keen attention to detail to make informed decisions and develop strategic plans based on data and forecasting. My cross-functional approach allows me to collaborate effectively with various departments within the organization to ensure that everyone is aligned with the overall strategy. By accurately managing critical resources and identifying emerging trends, I can help the organization stay ahead of the curve and capitalize on potential areas of growth. Whether it's scaling the business, entering new markets, or developing new products and services, I bring a results-driven approach that helps organizations achieve their goals. Show less

Call Center & Social Media Manager

• Oct 2021 - Jan 2023

Develop and implement operational strategies for the call center and social media teams by conducting thorough needs assessments, performance evaluations, capacity planning, and cost-benefit analyses. Manage the budget and P&L for the entire department (400+ FTEs) to ensure financial stability and efficiency. Provide guidance and leadership to the entire call center staff, while also supporting the growth and development of the Team Managers to help the company exceed its overall objectives. Determine staffing requirements and effectively manage the recruitment, hiring, and training of new employees. Achieve and exceed operational KPIs, such as FCR (First Contact Resolution), CSAT (Customer Satisfaction), productivity, and SLAs (Service Level Agreements), for both the call center and social media teams. Manage the Customer Care training department by analyzing training needs and adapting trainings to meet current goals. Provide valuable insights and analysis to support the development of organizational strategic plans and reviews. Work closely with other departments to facilitate a continuous improvement process across all business operations. Show less

Contact Center Manager

• Jul 2016 - Oct 2021

The Contact Center Manager determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining staff requirements; meeting productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. The Contact Center Manager focuses on providing guidance and leadership to the call center staff, whilst assisting the Team Leaders growth and development, to meet and exceed the financial and non-financial objectives. Show less

Operations Manager

• May 2015 - Jun 2016

The Operations Manager is responsible for coordinating a team of Project Managers and their projects. She efficiently coordinates, supervises and ensures the planning, organizing and implementation of all activities on the project, while also focusing on continuous improvement and development. Additionally, she supervises the subordinated personnel, so as to exceed the objectives, while also achieving the highest quality standards.The Operations Manager is responsible to oblige the contractual commitments specific to partnership agreements, and to ensure that the delivered services are according to both client and Conectys standards. Show less

Project Manager

• Aug 2013 - May 2015

The project manager is responsible for the management, implementation and success of the supervised projects. The project manager must comply with the contractual requirements of clients and ensure that the delivered services meet the requirements. Projects can be global or strategic initiatives that require guidance and monitoring in accordance with the nature and purpose of projects. The managed projects may be different depending on their size and purpose and therefore may require management solutions tailored to their specific need. The project manager will lead the current operations of the team of project team leaders, will communicate efficiently with various parties involved and may consult experts, if the case, to ensure the smooth progress of projects. This position also involves the interaction with various representatives of clients, of senior management, operational management or technical experts, and others within the organization Show less

Corporate Call Center Office Supervisor

• Aug 2011 - Aug 2013

The Corporate Call Center Supervisor is responsible for the daily supervision and coordination of the company’s Corporate Call Center team, including but not limited to effectively managing resources, schedules, staff training and development, and report preparation.

Major Account Specialist

• Jan 2011 - Sep 2011