-Develop new and manage existing driver feedback programs and generate insights across different business functions to improve driver experience.-Define and drive vision for driver listening & feedback mechanisms.-Collaborate with Delivery Service Partners and Station Operators across Europe on action plans to improve driver experience.-Develop sustainable reporting solutions for local, country, regional and world wide stakeholders.-Coordinate merchandise solutions of over 140K units in multiple locations across Europe.

-Define and execute strategy for property damage claims adjudication.-Create and maintain property damage financial reports.-Define and continuously improve standard operation procedures for customer escalations management.

-Provide Senior Customer Service Leadership with a holistic view of quality performance-Coordinate quality training and development for new vendor sites (Arvato, Teleperformance, Alorica) .-Identify opportunities and liaise with Customer Service operational teams to learn and implement initiatives to drive improvement.-Lead and mentor the Spanish and French local distributed teams of 7 highly performing Quality Analysts.-Define mid and long term strategy for the Quality Assurance teams.-Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics.

-Manage daily and weekly team performance reports. -Manage quality and productivity performance of 20+ Customer Service Associates.

-Manage customer service customer who've expressed negative sentiment by providing a personalized and high level experience, earning back customer's trust and ensure satisfaction.-Follow up on escalation contacts that need intervention of support departments for successful resolution.

-Manage retail Amazon.com customer service contacts.

-9 months as technical support associate for AT&T. -9 months as emergency technical support for engineers for NSN.