Munich, Bavaria, Germany
- Operational Leadership: Managed global support operations for 600+ employees across 4 divisions, coordinating 40+ team leads. - Delivered monthly performance reviews to senior directors and ran weekly cross-functional syncs with Engineering, Product, Support Enablement and vendors to drive systemic improvements. Worked on 108 projects, some of which consisted of: - Telephony & Communication Systems: Enhanced the contact center improving the communication between NICE inContact with Salesforce CRM. Automated call logging (reducing manual wrap-up time) and introduced Dynamic Caller ID for outbound support calls – displaying local numbers to customers to increase answer rates. - Salesforce Support Optimization: Streamlined case management and communication workflows in Salesforce. Implemented automatic case status updates, fixed case re-opening logic, and improved entitlement visibility, resulting in fewer repeated inquiries. Integrated on-demand AI translation tools for seamless multilingual support, enabling agents to assist customers in multiple languages without delays and improving the workforce efficiency - Intelligent Routing & Skill Management: Helped designed and deployed skill-based routing (SBR) to ensure cases reached the right teams. Automated skill assignment and refined agent-to-agent transfer processes, cutting misrouted or bounced cases by ~5%. Also eliminated an unused support queue – freeing ~32 agent hours per quarter that were previously wasted on monitoring it. These changes improved SLA compliance and balanced agent workloads. - Process Improvement & Knowledge Sharing: Standardized key processes (e.g. translation maintenance, dashboard reporting, automations) and applied Lean Six Sigma methods to eliminate waste. - I championed a culture of continuous learning – introducing tools like Microsoft Loop for real-time project collaboration, and leading internal training sessions (recorded for reuse) on analytics and workflow tools.
Mission Control for 300+ employees, 20+ managers, and 4 Directors in operations - Created Power BI, inContact, and Salesforce Dashboards to pilot ongoing activities in operations and to discover new opportunities - Identify process improvement opportunities through automation and analyze the impact, ROI, and case efficiency. *Saved thousands of hours of manual work for representatives, my MC colleagues, and managers via automation (Python, UiPath, Power Automate). Other automation focused on reducing default. Another set of automation focused on data extraction. I automate whatever needs arise in operations. - Meet with Product Managers biweekly to prioritize enhancements and fixes - Engage with automation teams and maintain data in a dedicated SharePoint page - Collaborate and provide updates to EMEA leaders on a monthly basis - Adapt routing and prioritize skills based on ad-hoc requirements - Maintain active collaboration and provide updates to the service provider leaders on a weekly basis - Drove the implementation and acceptance of Calabrio (WFM software) to our employees - Shadow a representative in the EMEA region and gather feedback quarterly - Analyze workforce data to identify trends and make recommendations for improvements - Develop Capacity Planning Models to anticipate strategic changes - Conduct root cause analysis when action plans to fall short of desired results - Advise on staffing needs and address performance issues impacting service levels in a timely manner - Accountable for Live Support performance in EMEA, managing long-term schedules and adjusting shifts accordingly - Maintain accurate alignment of skills across systems (SFDC, IC, CALABRIO) and provide a clean repository for the WFM team - Develop contingency plans for coverage needs (e.g., company holiday, QE, PH) and maintain OT calendar on SharePoint - Create weekly reports on chat data performance and analyze skills, languages, workstreams, and staffing
- Co-designing the strategy for the organization - Designing technical side of APG's NFT collection ensuring compliance and listing on NFT marketplace - Partnership design and review with development teams - Legal contract review - Fantasy Sport game design, prototyping, testing
- Design and implementation of risk management procedures - Design and implementation of SHC's own advertising platform onchain (Polygon) - Pre-verification of 600+ shareholders, and share attribution in Wax blockchain - Design of tokenized ERC-20 compliant stocks for SHC replacing the previous Wax ecosystem - Community Management and administration of a Discord of about 17K+ members - Implementation of a CRM for the company - Partnership agreements with development companies - Corporate governance and weekly board meetings