In my role, I am responsible for shaping an exceptional customer experience by designing and optimizing the customer journey. This begins with understanding client needs, followed by implementing organizational changes and processes to benefit the customer. I motivate employees and use key performance indicators (KPIs) to drive customer satisfaction. In 2020, my teams achieved a 97% customer satisfaction score, and our NPS increased by 6 points in just six months. I oversee the coordination of customer support teams, ensuring seamless communication between support and other departments. My teams, located in Romania and Malta, operate under unified processes and receive ongoing training to maintain high service standards. As the escalation point for client issues, I ensure swift resolution and continuous improvement. I also participate in client meetings to explain support team operations, gather feedback, and identify areas for enhancement. Additionally, I serve as the Product Owner for the ticketing system and chat application used by support teams, and I manage Service Level Management processes to ensure alignment with service requirements and client agreements.

As the Customer Service Lead, I manage and optimize first-line support operations to ensure timely, high-quality customer service. My team has 8 first line support agents. My role includes overseeing ticket queue and lifecycle management, ensuring SLA compliance, handling escalations, and leading team training and development. I track performance metrics, contribute to process improvements, and optimize tools like Jira and Confluence to enhance support efficiency and transparency.

In this role I successfully implemented Hubspot CRM in the commercial team, I oversee the day-to-day customer operations, implement operational processes that enhance customer satisfaction, collaborate with product and technical teams to resolve issues. I also handle the reporting part, I developed commercial reports for a better analysis for the promotions, provide insights on operational data to identify trends and propose improvements.