- Recruited and developed customer service teams, setting clear goals and providing continuous coaching to build skills, confidence, and accountability.
- Designed and implemented service policies and procedures to ensure consistent, high-quality support and seamless customer experiences.
- Applied advanced tools, including AI-powered solutions such as chatbots, CRM automation, and predictive analytics, to streamline operations, cut response times, and improve customer engagement.
- Monitored KPIs and customer satisfaction metrics (CSAT, NPS, CES), turning insights into actionable improvement plans that raised performance and service quality.
- Acted as a strategic link between clients and the sales department, ensuring customer needs and feedback were integrated into sales strategies, uncovering upselling opportunities, and strengthening client relationships.
- Prepared and presented regular reports to senior management, highlighting progress, challenges, and strategic opportunities for further development.
- Fostered a healthy, collaborative work environment rooted in the company’s core values, building trust, engagement, and long-term commitment across the team.
- Led initiatives to strengthen customer loyalty by redesigning service journeys, incorporating customer feedback, and applying design-thinking methods to reduce friction points.
- Positioned Customer Service as a strategic business partner, directly contributing to retention, growth, and brand reputation.
+7 years of Customer Services field experience, with at least 3 years at a leadership role.Bachelor’s degree in Business Administration, Communications, or a related field.Excellent problem-solving and conflict-resolution skills with the ability to handle escalations effectively.Proficiency with customer service technologies, including CRM systems and AI-powered tools (chatbots, automation, analytics).Strong analytical skills with experience tracking and reporting service performance metrics.Exceptional communication and interpersonal skills; able to collaborate across departments and act as a bridge between clients and sales.Demonstrated ability to create and maintain a positive, values-driven work culture.Strong organizational and time-management skills with the ability to oversee daily operations while driving long-term improvements.