Oversee the day-to-day operations of the Customer Service, Training, and Quality Assurance teams, ensuring smooth process execution and effective resource management.Manage workforce planning to ensure adequate staffing and productivity, optimizing scheduling to meet customer demand fluctuations while controlling costs.Lead and mentor team leaders within Customer Service, Training, and QA, promoting a collaborative and high-performance work environment.Monitor key performance indicators and objectives to ensure goals are achieved, identifying opportunities for ongoing improvement.Lead efforts to streamline CX processes, eliminate inefficiencies, and enhance operational flow, while balancing service quality with cost control.Maintain high standards of customer service across all touchpoints, consistently improving the overall customer journey.Handle escalated customer issues, ensuring they are resolved promptly and satisfactorily.Collaborate with the QA team to review feedback, address recurring issues, and implement corrective actions.Oversee the development and execution of training programs in partnership with the Training Manager, addressing skill gaps and ensuring ongoing employee development.Balance the delivery of high-quality service with effective cost management, ensuring the sustainability of operations.Ensure full compliance with internal processes, policies, and training requirements across all teams.Collaborate closely with other departments to ensure a seamless and consistent customer experience.Participate in cross-functional projects to enhance the customer journey and improve the company’s service offerings.

- Recruit and train the new LATAM Sales division of the company- Develop policies for revenue growth- Onboard the new team members and integrate them into the company's massive, multi-national operation- Evaluate and report on potential areas of improvement of current workflows within the company- Accelerate the growth of the new team and ensure it's viability- Monitor and assess the performance of the team- Anticipate company needs by effectively predicting the direction of team growth and workload distribution- Provide consistent and constant skills upgrade trainings and mentoring to develop the leadership members in the new team.

- Develop strategies for business expansion- Scout locations for establishing a long-term office- Create proposals for business development on-site- Establish a network of potential partners for business growth- Spearhead the PR initiatives locally, as well as those for internal communication- Manage the brand book and communication styles for local presence in the media- Ensure the logistics within the office are on-par with requirements from multiple departments- Develop the office infrastructure in collaboration with the IT and HR teams- Ensure smooth collaboration between local department heads and central high management- Be the link between company top management and local representatives, ensuring that resources and workflows align with company needs and policies- Establishing and enforcing policies regarding employee conduct and communication- Interviewing candidates’ qualifications and experience to ensure they meet job requirements- Creating and implementing training programs for new hires or existing staff members on topics such as customer service, conflict resolution, and ethics- Setting goals and objectives for the call center and monitoring performance to ensure that objectives are met- Ensuring that agents have access to the necessary technology to perform their jobs efficiently- Regular performance reviews of the Sales team- Prepare all documentation for payroll to be submitted to the accounting teams- Collaborate with all local teams to ensure smooth running of the office- Ensure office compliance with all local laws and requirements

As part of the Dyninno group, DAP Moldova is the company that includes all the support teams for the travel division: International Travel Network.As L&D manager, I was responsible for a team of 5 trainers, covering 7 different departments.Along with the department managers, and director of operations, I was responsible for creating the training schedules, and full company training needs.As part of the training strategy for our Spanish team, I spent 5 months total in Bogota, Colombia, personally training the Support team members, as well as preparing a local trainer to take over the duties upon my departure.I was responsible for creating video guides for using the internal software, the GDS, as well as other videos on topics on request.

Creating and adapting the department structure Analyzing and distributing the work load to ensure the accomplishment of tasks in due timeReporting on department issues and offering solutions to most stringent problemsResponding to complaints and escalated casesCommunicating with higher management on a bidirectional base, both addressing the department’s needs, and ensuring that the company’s policy is being implementedMonitoring agents activity and assigning corrective measures in cases of breach of company policySolving internal conflicts and providing resolutions to pending issues.Analyzing the strengths and weaknesses of the department, identifying the areas of improvement Creating strategies for department development, in compliance with company policyEnsuring communication with other managers in the company, with the goal of providing a better understanding of how CS works and what are the possible ways of collaboratingFacilitating the transition between operating systems (CMS, backoffice) and GDSes, in accordance to the company’s policy, and developing the logic for the new systems to be used, as well as constantly updating on existing bugs and required modifications in said systems.