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Work Background
PersonioSenior Lead, Customer Strategy & Operations
Feb. 2024 - Aug. 2024Dublin, County Dublin, Ireland
Bridge2Bright Coaching SolutionsFounder & Coach
Oct. 2023
MastercardManager, Technology Strategy
Mar. 2023 - Aug. 2023Ireland
MetaManager, Strategic Initiatives
Sep. 2022 - Feb. 2023
MetaPrincipal Technical Program Manager, Enterprise Operations
Apr. 2020 - Feb. 2023Ireland- Influenced a multi-billion dollar engineer investment, reshaping support priorities company-wide. - Crafted & led the execution of a 3-year technology roadmap with Product & Engineering, championing team inclusion and driving strategic product decisions. This resulted in a $500k cost reduction and a 6-month launch acceleration in the first year.
DropboxProduct Operations Manager, Customer Experience
Jul. 2019 - Apr. 2020Ireland- Collaborated with product, engineering, and design teams to translate customer needs into roadmaps, launch successful features, and enhance the customer experience.
DropboxGlobal Program Manager, Customer Experience
Apr. 2017 - Jul. 2019Ireland- Developed and implemented Dropbox Business product support strategy resulting in a significant improvement in customer experience (+33% in CSAT). Achieved this by developing a go-to market strategy, expanding live support coverage by 75%, improving launch readiness, and launching new support features (i.e: Chat & Phone) for ~700K users across 7 languages.
MicrosoftOperations Program Manager
Jul. 2016 - Feb. 2017Ireland-Developed direct partnerships with Sales and customers (Agencies, Advertisers) to drive exceptional experiences in Advertising Business Operations’ contract and incentive programs.
- Closely collaborated with Deployment and Capability Managers on GTM activities, for defining platform requirements, acceptance testing, and escalations management including root cause analyses.
GoogleProgram Manager, Trust and Safety
Aug. 2015 - Jan. 2016- Led cross-functional projects, establishing vendor teams, developing resource allocation models, delivering training, and spearheading the launch of new ad formats, products, policies, and tools across 30 EMEA languages.
- Successfully managed the workflows for a team that handle 15,000 unique content reviews and 1,000 tickets daily, achieving 95% customer satisfaction and maintaining a 48-hour resolution time.
GoogleAnalyst, Trust and Safety
Nov. 2013 - Aug. 2015Ireland- Spearheaded the development of a proactive notification system that detects fraudulent accounts in Ads ecosystem, facilitating seamless cross-team reviews and handovers, driving compliance rate to 100% for accounts worth ~$70M
GoogleAccount Strategist, Global Customer Services
Jul. 2012 - Nov. 2013Ireland- Partnered with a diverse range of SMB advertisers from various industries to craft tailored advertising solutions - Led the most impactful Google Ads Customer Education efforts in CEE cluster. The largest webinar audience, the highest adoption rate (11%) and CSAT.
Istanbul Technical University Office of Info. Tech.System Engineer & Team Lead
Apr. 2006 - Nov. 2011- Architected and managed file, web, mail and database servers (Linux) with 99% uptime and for 25K users
- Successfully led a team of Technical Support Representatives who consistently
exceeded expectations by providing white-glove support over phone, email, and on-site
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