Managed direct communication and ensured exceptional customer experience for clients in e-commerce, SaaS, telecommunications, technology, and hospitality sectors. Worked with clients to understand their needs and to agree the scope of each consulting project. Conducted research, surveys, and interviews; analyzed data for business insights. Detected and investigated issues, proposed solutions, and assessed the pros and cons of possible strategies. Presented executive information/results in weekly, monthly, quarterly, and annual meetings. Implemented agreed solutions effectively. Developed and implemented new procedures/training to boost KPI results such as: NPS, CSAT, CNV%, Retention%, FCR, etc. Designed and implemented coaching plans for employee development, aimed to create strategies that enhance job engagement and productivity. Developed and implemented technological tools to enhance and streamline processes and functions.

Managed new product launching including market study analysis, creation of warranty manuals according to regional guidelines and local laws, approval of dissemination materials, ordering spare parts and samples for exhibition, and calibrating the country's service centers with product information, common troubleshooting, and technical repair of devices. Improved customer service experience, created engaged clients, facilitated organic growth, maintained customer records, and documented interactions, issues, and outcomes in the CRM system. Kept ahead of industry developments to train and certify all service providers in the country: call center, certified repair center, carriers, and service stores. Created forecasts for spare parts for devices active in the market. Transformed service opportunities into sales and revenues. Oversaw budgeting, reporting, planning, and auditing for service providers. Worked with senior stakeholders. Created action plans to improve KPIs based on analysis results. Made decisions and resolved conflicts on the commercial streamline with stakeholders.

General responsibilities of ensuring software quality, including testing, analysis, and troubleshooting.