A hands-on CX Operator focused on execution. I partner with high-growth companies to actively build and optimize their support infrastructure. I don't just advise, I implement the structure, clarity, and speed your operations need to scale. I embed with your team to: Build Scalable Systems: Actively designing and implementing the workflows, SLAs, and process documentation that eliminate operational chaos. Execute Tech Stack Changes: Hands-on optimization of your CRM, helpdesk, and AI tools to ensure they simplify your operations, rather than complicate them. Implement Actionable Dashboards: Building and rolling out the metrics and reporting that drive real action and insights (not just status updates). Enable & Coach Teams: Creating and delivering the practical training programs that empower agents to make confident, autonomous decisions.

As a customer support leader, I specialize in developing and executing scalable support strategies that align with business objectives while enhancing customer experience and operational efficiency. With expertise in AI-driven self-service, KPI optimization, and vendor management, I have successfully built and led high-performing global teams that drive customer satisfaction and retention. Key Achievements & Expertise Customer Experience & Strategy: - Fostered a customer-first culture, implementing strategies that improved CSAT and NPS across multiple regions. - Designed and launched self-service solutions, increasing automation and reducing support costs. - Partnered with product teams to integrate customer feedback into the product roadmap, enhancing user experience. Operational Efficiency & Vendor Management: - Streamlined support operations, optimizing ticket deflection and resolution times. - Led BPO/vendor transitions, ensuring cost-effective and high-quality service delivery. - Implemented AI-powered chatbot solutions, improving deflection rates by 30%. Data-Driven Decision Making: - Analyzed support performance metrics, identifying trends and opportunities for efficiency gains. - Developed dashboards and reports for executive leadership, enabling strategic decision-making. Risk & Compliance Management: - Ensured compliance with industry standards and optimized risk management strategies. - Created proactive mitigation plans to address customer pain points and reduce churn. I am passionate about leveraging technology, data, and customer insights to transform support functions into strategic assets that drive retention, loyalty, and business growth.

Leading a team of Content Specialists with different backgrounds, language skills and exposure to different projects. Supporting them on their various responsibilities: + Implementing easier ways to view their performance and keep track of the evolution (dashboards, Kanban boards) + Managing stakeholders and line of business needs in terms of Content + Building relationships within the organization (COE) + Coaching and developing them + Improving existing tools and processes together (based on needs) + Making sure the team is delivering high quality content