Collaborating as a business partner with one of the world's leading tobacco companies, driving strategic initiatives and fostering strong partnerships.• Managing external partner's customer service processes through direct collaboration with a BPO contact center, ensuring seamless operations and enhanced service delivery.• Driving digital transformation and change management by mapping the process for implementing an omnichannel customer support model, focused on delivering high-quality, real-time service.• Led the mapping of a new online awards validation process, developed and aligned IT applications to enhance customer accessibility and improve process efficiency.• Overseeing complaints management by monitoring and resolving escalated issues with risk or high-risk potential.• Developing and managing tele sales operations, including process mapping, recruitment, training, technical implementation, KPI setup, and performance evaluation.• Project manager for implementing live chat channel on the Client's web platforms.• Project manager for the implementation of a live chat channel on the Client's web platforms, enhancing customer engagement and support efficiency.• Managing the lottery process for prizes awarded during promotional campaigns, ensuring smooth execution and compliance with campaign guidelines.Leading change and improvement initiatives to generate insights and actionable recommendations for enhancement plans, benefiting partners, other departments and stakeholders.

Managing Call Center BPO operations:• Overseeing daily operations alongside the management team—team leaders, quality controllers, trainers, and reporting functions.• Supervising the recruitment and training of new team members, supporting their ongoing development. • Maximizing productivity through supervision, training, performance analysis, and periodic feedback.• Collecting, tracking, and presenting key metrics on process accuracy and team efficiency. • Maintaining continuous, direct communication with B2B clients to ensure their needs are met. • Troubleshooting and resolving technical and logistical challenges. • Monitoring financial performance to track project profitability.

Responsibilities Assumed responsibility for the Marketing department in addition to my previous role, managing the entire customer journey from the launch of new promotions to post-promotion support activities.

• Developed and managed seven departments—B2C Support, B2B Support, Collections, Retention, Customer Registration, Complaints, and Central Archive—providing high-quality support services to over 750,000 customers.• Increased overall customer service satisfaction from 91% to over 96%, as measured quarterly by a third-party.• Improved collection rate from 92% to 98% within three months from the invoice date over the last four years.• Reduced company costs for the collection process by 40-50%.• Achieved one of the most competitive B2C call center answer rates in the industry, averaging above 92%.• Maintained a 97% average answer rate within the B2B support team, with an average call wait time of under 20 seconds.• Established a retention program that retained over 50,000 customers annually, achieving a retention rate of over 30% from all termination requests.• Managed a team of over 700 employees.

• Managed four teams: Call Center, Complaints, Scheduling (doctors' schedules), and Front Desk Customer Service.• Defined the client service functional structure, ensuring all roles were filled with appropriately skilled and experienced staff.• Implemented a professional VoIP call center solution.• Increased customer satisfaction from 88% to 95% (2007-2011) based on survey results.• Developed and delivered customer service training programs for all employees, including call center agents, receptionists, nurses and doctors.• Project Manager for the Medicover Online app, facilitating appointments, contract details, medication tracking, test results, and providing the most efficient and accurate communication with patients.• Project Manager for the Complaints application, managing and administrating customer suggestions and feedback, leading to a 19% decrease in complaints from 2009 to the end of 2010 through corrective action proposals.