Cx Specialist
Current-Globally Addressed Customer and Partner Concerns: Managed inquiries and issues across 17 countries, serving over 8 million active users and 35,000+ saving stores, with a focus on the US, UK, and CA markets in both B2C and B2B capacities.-B2B Vendor Relations and Account Management: Cultivated relationships and managed accounts with vendors, ensuring seamless B2B operations.-Leadership in Training and Remote Collaboration: Trained a Success team of 7 members, implementing remote collaboration solutions and workflows, enhancing team efficiency. Developed training resource documents to support ongoing team development.-Project Management and Cross-Functional Collaboration: Managed projects and collaborated across departments including Product, Sales, Partner Management, and Global Success to achieve strategic goals.-Employee Engagement and ERG Leadership: Co-chaired a global pilot Employee Resource Group (ERG), fostering inclusivity and engagement within the organization. Passionate about Diversity, Equity, Inclusion, and Belonging (DEIB) advocate for and actively promote DEIB principles in all aspects of work and collaboration. Contributed to event planning efforts as a member of the Employee Engagement Committee, enhancing team morale and cohesion.-Process Optimization and Internal Development: Process optimization initiatives, including task and project management, customer relationship management, and team building, while serving as an internal liaison for product and technology roadmap development based on customer and market feedback.-International Transition and Scalability: Successfully transitioned from a national to an international team, expanding responsibilities from managing tickets solely in the US to addressing tickets by language globally, demonstrating adaptability and scalability in a global context.
