- Optimised BPO capacity planning and reduced the average headcount by 50%, leading to significant cost savings without compromising high service standards.- Renegotiated and cancelled non-essential contracts, reducing overall yearly CX costs by 30%.- Revamped the entire FAQ, leading to an 8% increase on tackled topics in Q1.- Restructured omnichannel flows in Dixa CRM, simplifying processes and increasing agent productivity from an average of 8.99 to 9.4.- Rebuilt the quality scorecard, switching from a subjective system to a streamlined process, reducing review time by 92% (from 50 minutes to 4 minutes) while increasing objectivity and consistency.- Constantly directing BPO focus, addressing first-level CCR variances and ensuring smooth operational workflows.- Monitoring and owning cost-per-ticket metrics, ensuring financial accountability and alignment with budget goals.- Leading process automation and continuous improvement initiatives, streamlining operations to increase productivity and reduce manual workloads.

- Achieved a +5.9% follower growth and a +620% increase in reach over 90 days, entirely through organic content strategies with no paid ads.- Boosted audience engagement by +154% in one week by planning and optimising content strategically.- Launched and scaled TikTok presence, creating trend-based content to expand audience reach and brand awareness.- Analysing performance metrics to refine content strategy, leading to consistent follower growth and increased engagement.- Creating visually engaging, brand-aligned content that strengthens community loyalty and enhanced customer relationships.

- Presented my experiences with the ECP master program during (online) events.- Supervised the Student for a Day activities and hosted welcome sessions for new students.- Provided information and support to students via e-mail.- Wrote texts for the University newsletter.

- Directed high-level operational projects, aligning contact center strategy with business goals across multiple markets;- Led multi-market initiatives for clients like Glovo, improving CSAT metrics by implementing innovative customer service strategies;- Enhanced operational efficiency, reducing average handling time by 50% (600 → 300 seconds), making it the best-performing market compared to competitors, who averaged over 400 seconds.Clients: Glovo, Automobile Club d'Italia

- Managed key client relationships, presenting KPIs and driving action plans for improvement;- Spearheaded CX initiatives, leading workshops to optimise processes and elevate CSAT across Italy and Serbia;- Proactively addressed WFM needs & recruiting new candidates as requested by clients;- Conducted weekly budget reviews;- Led presentations and workshops to improve company operations and performance;- Served as the primary contact for content creation, overseeing the development of high-quality outputs;- Managed customer relationships using CRM tools, enhancing the overall customer experience.Client: Glovo

- Elevated Italy CSAT from 79.8% to 84%, exceeding the target while leading a team of over 200 agents;- Developed and delivered comprehensive training programs, improving team performance and efficiency;- Acted as the point of contact for process reviews, issue identification, and troubleshooting project errors;- Led shadowing sessions to assess team strengths and weaknesses, implementing targeted coaching strategies for continuous improvement;- Handled escalated customer complaints, providing direct support to team members and ensuring customer satisfaction.Client: Glovo

Fairy Oak is a beautiful house in the forest that can be rented for a variety of events, including photoshoots, commercials, workshops, team buildings, and weddings. With its stunning scenery and rustic charm, Fairy Oak is the perfect place to create lasting memories.- Responsible for all aspects of marketing and creative content, including graphic design, social media marketing, community management, marketing strategy, and email marketing;- Responsible for partnership outreach and securing new projects and deals.

- Achieved and maintained an average CSAT score of 98.6%, which is 16.6% higher than the company average, while providing multilingual support in Italian and English;- Developed helpful brochures and documented client interactions to speed up the onboardings of new agents;- Stepped up to assist the team's trainer and train fresh groups of agents.