Led the development and execution of tailored onboarding and trainingprograms for both clients and employees, driving improvements in teamperformance and client satisfaction.Managed quality monitoring processes and coordinated the creation oftraining content, ensuring all deliverables adhered to high industry standards.Worked closely with clients to ensure training and service processes werecontinuously refined and aligned with best practices, fostering long-termclient relationships and process improvementCreated and refined documentation and training materials tailored to the needs of eMobility key players, ensuring clarity and consistency in support processes.Implemented policies and procedures to optimize onboarding and support operations, aligning with industry standards and improving overall customer satisfaction.Collaborated with eMobility stakeholders to align support strategies with organizational goals and market needs.

Provided strategic advice to startups, enhancing business planning, qualitystandards, and operational effectiveness.Developed onboarding materials with a focus on quality and consistency,supporting improved team integration and performance.Conducted assessments to optimize team skills, promoting a high standard oftalent development.

Managed a team of 45 agents, implementing quality standards and processimprovements that boosted call center performance.Created an academy from scratch, designing and implementingcomprehensive processes to facilitate effective onboarding.Spearheaded process documentation and quality-driven training initiatives toensure consistent and high-quality operations.

Selected as part of a core team to design and implement a new, qualityfocused service system across 15+ countries, working from the ground up todrive adoption and support seamless international integration.Developed training materials emphasizing quality, precision, and consistency,which improved end-user support structures and facilitated successful systemadoption among 1200 international users.Led initiatives in business process documentation, end-user training, andcontinuous improvement, significantly boosting organizational efficiency andestablishing lasting quality standards.

Led training initiatives for managers and teams across multiple regions,enhancing performance and team cohesion.Conducted comprehensive QA surveys to evaluate operational effectivenessand identify areas for improvement.Reported findings to senior management, providing actionable improvementplans and strategies to optimize processes and elevate overall quality.