Led end-to-end onboarding and implementation of new support channels and CRM platforms (Zendesk and Adereso at admin level), guiding internal teams and ensuring smooth adoption across the organization. Conducted detailed platform walkthroughs and trained stakeholders on system capabilities and best practices, achieving a 40+ percentage point increase in automated response rates across synchronous and asynchronous channels. Acted as the primary point of contact between customers and internal teams (Product, Tech, Operations), translating client needs into actionable platform improvements and workflow configurations. Managed customer feedback loops through in-depth interviews and journey mapping across app chat, web chat, and WhatsApp, identifying friction points and driving product enhancements. Defined and monitored performance KPIs (CSAT, NPS, resolution rate) to proactively identify issues and manage escalations before they impacted the client experience. Coordinated with the Chat Squad to implement new features, increasing chatbot resolution rate by 30+ percentage points and reducing manual agent workload. Presented onboarding results, client insights, and performance reports to senior leadership including C-level stakeholders, in cross-functional committee meetings.

Managed client satisfaction tracking across multiple channels using CSAT, NPS, and CES metrics, identifying root causes of dissatisfaction and coordinating corrective action plans with internal teams. Designed and implemented a staff recognition program that resulted in a 12 percentage point improvement in CSAT within one year, demonstrating ability to drive measurable outcomes through structured initiatives. Mapped and optimized the end-to-end customer journey, aligning operational processes and service protocols with customer expectations across in-store and digital touchpoints. Coordinated cross-functional improvement initiatives across commercial, operational, and store teams, ensuring follow-through and alignment with satisfaction targets.

Managed a portfolio of B2B clients, guiding them through complex international procurement processes and ensuring their operational goals were met throughout the engagement lifecycle. Logged and tracked client needs, feedback, and project milestones, maintaining accurate records and ensuring clear communication with all stakeholders. Prepared executive reports on logistics, production, and cost performance, communicating results clearly to clients and managing expectations in high-complexity operational contexts. Managed the full commercial cycle using ERP Odoo, including purchase orders and invoice issuance.