Brazilian Jiu Jitsu instructor

Managing customer experience operations. Directing clients communications and strategies. Responsible for forecasting and calculating the targeted hours in order to bill the client, bonus scheme for the operations. Calculating the head count needed to reach the targeted hours. Interviewing, hiring andonboarding the operational staff.

Leading the team leaders and agents of Multi lingual teams in a customer-facing environment. Consistent and successful KPI scores, knowledge of team/operation management and leading have resulted in a promotion to Senior Team Manager.

-Mentoring and developing a Team with 70+ customer service agents and nurture an environment where they can excel through encouragement and empowerment-Improving customer service experience, creating engaged customers and facilitate organic growth-Providing assistance to Team Leaders and Customer Care Agents-Taking ownership of customer issues and following problems through to resolution-Setting clear goals and deploying strategies focused on the customer KPIs

Leading a team of German native speakers by providing assistance,handling issues which were escalated to Executive members, managing the teamtowards their productivity and quality Key Performance Indicator goals. Monitoring theTeam via Zendesk and AWS monitoring admin interfaces. Analyzing Productivity andQuality outputs to improve the results and to report to the Director of Operations.

Providing product and service information to users, resolving issuesbefore, during and after sales. Assisting customers and handling tickets via Zendeskand AWS CRM.