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Work Background
Head of Customer Support
ablefyHead of Customer Support
Mar. 2023Berlin, Germany- Elevated CSAT scores from an average of 84% to an outstanding 97%. - Successfully reduced SLA breaches to under 2%, compared to nearly 20% previously. - Streamlined Time to First Reply from an average of 58 to a remarkable 13,2 calendar hours. - Orchestrated the seamless transition from Zendesk to Salesforce and Aircall to Zoom. - Implemented dashboards to enhance employee transparency. - Introduced a bonus system, fostering motivation and improving performance metrics. - Assumed control of the Helpcenter, restructuring help articles, achieving a Self-Service Rate of over 94%. - Led the Migration Services Project, establishing teams, processes, and a quotation sheet. - Expanded the Support Team from 5 to 22 members, including the selection and training of 3 Team Leads. - Attained the highest Leadership Survey Scores across the entire company for three consecutive quarters (over 90%). - Implemented a QA process for cases and calls to ensure consistently high-quality work from all team members.
Customer Service Team Lead
ablefyCustomer Service Team Lead
Dec. 2021 - Mar. 2023Berlin, Germany
Customer Support Specialist
ablefyCustomer Support Specialist
Sep. 2021 - Dec. 2021Berlin, Germany
Reiseberaterin
Invia Group Germany Reiseberaterin
Sep. 2019 - Aug. 2021Berlin Area, Germany
CA
GGS ManagementCA
Apr. 2019 - Sep. 2019Berlin
Director of Sales and Marketing
Jordan Road Travel & TourismDirector of Sales and Marketing
Jan. 2016 - Jun. 2017Amman, Jordan
Head of Product
Detours JordanHead of Product
Mar. 2014 - Jan. 2016Amman, Jordan
Head Of Sales
Rum Tours & TravelHead Of Sales
May. 2012 - Jan. 2014
Production Manager
Rum Tours & TravelProduction Manager
Oct. 2010 - Jul. 2011
Customer Care Agent
XL WorldCustomer Care Agent
Jun. 2008 - May. 2010Iasi, Romania
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