• Planning and organizing appointments and meetings for staff.• Booking flights, accommodation, transportation and itinerary.• Managing incoming and outgoing communications, including reviewing, prioritizing and documentingresponses.• Maintain office supplies, equipment, and other supplies to ensure smooth operation of the office.• Accessing, organizing and maintaining physical and digital documents and records.• Discreetly handle sensitive information and maintain confidentiality in all communications and files.• Create and maintain reports, spreadsheets and presentations for staff review.• Providing assistance in projects to improve efficiency.

• Responsible for a team of 20 direct and 20 indirect reports, with the responsibility of ensuring performance,quality, compliance, and operational standards;• Led as the team's primary mentor and support, motivating others through a metrics-inspiring approach to KPImanagement ensuring both key policy and metric drivers are sustained;• Performed routine reporting and quality audits; collaborated with leadership to interpret the results of thoseaudits, and implemented strategies to improve the customer experience;• Acted as an active part of driving change, by suggesting changes to SOPs, monitoring those changes andmeasuring their success;• Elaborate reports of performance metrics according to business needs;• Acted as POC for the department I was in, by managing the department's mailbox and distribute work accordingto the business needs;• Worked across multiple departments to ensure associated efforts were tied to reach company goals.

• Handling customer complaints or deactivation requests in a timely and accurate manner to ensure a highersatisfaction score and retention.• Ensuring collection and review of customer feedback to assess performance of different products, services oreven customer support to mention few.• Resorting to different departments (e.g. sales, technical support, billing) to address complex customerproblems.• Suggesting and selling additional products or services matching customers’ preferences and improving theirrelationship with the organization.• Equipping clients with resources to ensure complete understanding of all the company’s tools, in order to makethem more independent and not rely as much on customer's support help.• Targeting customers who are about to leave with help in extending their contracts, preferably with some minoralterations to the terms.• Creating strong engagement with customers to instill their loyalty with the company and make them feelappreciated.• Update customer information and implementing any changes or contract renewals of the service in thecompany’s CRM.