Oversaw the product life cycle of a collection of software toolsCreated and implemented the Product Roadmap to ensure the release of new product features according to scheduleWrote and organized technical documentationManaged an international cross-functional team of developers and product designersCoordinated communication and project update to all stakeholders

Implemented customer relations processes and toolsCustomer assistanceCollected and communicated customer feedback to improve UX experienceOversaw the implementation and adoption of CRM tool for customer service and marketing department Established company KPI and report to monitor customer satisfaction

Managed online promotional activity on the company websiteManaged and updated the plan for promotional content of the websiteWorked with all stakeholders to ensure the timely and effective publication of commercial offersMonitored results and adapted content in order to reach the business objectiveWorked with the IT project team to update software tools used for web content publishing

Supervised a team of 30 multicultural customer service representatives Internal recruiting and training of Team LeadersMonitor and reporting of service KPIManaged annual operating budget

Supervised a team of 8 multicultural customer service representatives Ensured quality of service standardsRecruited and trained customer service representativesImplemented a new customer relations toolSupervised outsourcing and external vendors

Assisted customers via email and phone, inbound and outboundMonitored logistics and delivery processesPrevented fraud activityManaged queries on social media platforms

Coordinated publishing of promotional content on internally and externallyOrganized a series of promotional events in collaboration with the sales teamCollaborated in the creation of promotional content (brochures, catalogs)