Team Leader Customer Service 24H
Horgen, Zürich, Schweiz
I had the privilege of being mentored by Dario Tibolla, the Contact Center Manager of the Year (CAT Award 2019). His mentorship was invaluable, not only in a professional capacity but also on a personal level. Under his guidance, I successfully led a team of 15 exceptional individuals, two of whom advanced to leadership roles themselves. One of our most significant achievements as a team was improving our Net Promoter Score from 38 to over 65. This success was driven by a robust and continually refined recruiting process, which enabled me to select the right candidates, the strong support of Swisscard's culture, which encouraged me to invest time and effort, and the deep personal connections I fostered with my team.I also had the opportunity to contribute to several key projects, such as consolidating our multiple CRM tools into a single, intuitive interface, developing an intelligent workload management tool, and implementing a new telephony and scheduling system. Additionally, I served as a Subject Matter Expert (SME) in automation through robotics (Blue Prism, Camunda, UiPath), where I automated processes including e-billing applications, customer identification, account termination, address changes, and more.Under the leadership of Michael Marek, who was the COO at the time, our operations and customer service teams earned multiple accolades, including the Golden Headset Award, the CAT Award, and a second-place finish at the International CX Award. It was an honor to be part of this journey, to contribute the project "Net Promoter Hero", and to experience such an extraordinary period at Swisscard. I am deeply grateful to Dario, Swisscard, and all the colleagues who made this experience so memorable.
