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Work Background
Senior technical product owner
Bank Hapoalim בנק הפועליםSenior technical product owner
Jun. 2022• Managed agile Jira backlog for technical product development at Bank Hapoalim, ensuring efficient squad and tribe collaboration. • Led QBR and YBR sessions to drive production development and team management, fostering problem-solving and teamwork. • Spearheaded the implementation of Genesis (IVR, CTI) and Salesforce systems to enhance customer experience and streamline operations.
Head of Customer Service and customer experience
Meuhedet Health Services - מאוחדתHead of Customer Service and customer experience
May. 2019 - Apr. 2022Tel Aviv District, Israel• Managed a team of 700 employees across 3 outsourcing sites, overseeing customer success and implementation teams, as well as knowledge management. • Implemented strategies to enhance customer experience and satisfaction, leading to increased client retention and loyalty. • Streamlined processes and improved efficiency, resulting in a 15% reduction in customer service response time. during the corona period dealing with aqueues for vaccines and corona test.
Project Manager at banking
Bank Leumi בנק לאומיProject Manager at banking
Apr. 2011 - Dec. 2018Tel Aviv District, IsraelManaged development and implementation projects at Bank Leumi בנק לאומי, utilizing Jira Agile methodology to ensure efficient project delivery. • Led a team in call center CTI IVR Salesforce budget implementation, optimizing operations and enhancing customer experience. • Responsible for overseeing the development team and project progress, ensuring timely delivery and quality results.
Senior Technical Consultant
SensecomSenior Technical Consultant
Nov. 2007 - Dec. 2017Tel Aviv District, IsraelIn my role as a Senior Technical Consultant at Sensecom, I led project teams in developing and implementing RFI and RFP documents for business roles. • Managed and coached team members to ensure successful project delivery and client satisfaction. • Specialized in HR for tech positions, providing expertise in recruitment and talent acquisition strategies.
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