• Actively participated in Customer Experience initiatives, collaborating across business stakeholders to analyze business critical customer journeys and processes.• Identifying root causes within critical transactional processes contributed to a decrease in faulty transactions, enhancing overall operational efficiency. • Mapped out existing, company-wide processes by leading elicitation workshops with business stakeholders to uncover distinct opportunities for improvement. This comprehensive approach not only streamlined workflows but also set the stage for ongoing enhancements.• Contributing to integration projects preparing for the merger of four major telco companies in the country. By actively participating in the development of to-be processes, I drive to ensure smooth integration and maintain operational cohesion during this transformative period by analyzing gaps between as-is and to-be processes.

-Proactively identified opportunities for automation of back-office processes, driving efficiency and productivity gains.-Actively participated in process reviews to optimize operations, ensuring streamlined workflows and improved performance.-Conducted thorough analysis to identify process gaps, enabling targeted improvements and enhanced overall effectiveness.-Mapped existing processes (As-is) and proposed innovative solutions for future processes (To-be), fostering continuous improvement and operational excellence.-Generated comprehensive meeting outputs and action plans, facilitating clear communication and alignment across teams.-Maintained and updated the JIRA board and sub-tasks, ensuring accurate tracking and visibility of project progress.

Participation in QMS tender project: -Prepared comprehensive tender material-Served as a representative for the retail area in the project-Provided on-site support and assistance in stores-Conducted testing of devicesCRM system release support after Go Live from Retail-Prepared insightful management reports-Managed and analyzed tickets for effective resolutionPilot projects connected to Retail: -Developed a dedicated customer journey for retail-Coordinated communication with vendors-Conducted professional revision of training materials

Participation in Team projects and delivering the tasks on time-Demonstrated expertise in conducting root cause analysis, identifying underlying issues for effective problem-solving-Developed strategic action plans to address identified issues, driving positive outcomes and process improvementsParticipation in the implementation phase of a new digital tool for Agents -Successfully kicked off and oversaw an adoption boosting plan, ensuring seamless integration and utilization of the digital tool-Maintained regular communication with vendors during weekly meetings, fostering strong collaboration and vendor management-Managed to deliver efficiency workshops with trainers -Created comprehensive communication guidelines, facilitating clear and consistent communication across the team and stakeholders-Created comprehensive communication guidelines, facilitating clear and consistent communication across the team and stakeholders