BirdSnr Community Operations Manager
Sep. 2021Amsterdam, North Holland, NetherlandsCustomer Support Leadership | CX Strategy | AI-Powered Self-Service | Operational Excellence As a customer support leader, I specialize in developing and executing scalable support strategies that align with business objectives while enhancing customer experience and operational efficiency. With expertise in AI-driven self-service, KPI optimization, and vendor management, I have successfully built and led high-performing global teams that drive customer satisfaction and retention. Key Achievements & Expertise Customer Experience & Strategy: - Fostered a customer-first culture, implementing strategies that improved CSAT and NPS across multiple regions.
- Designed and launched self-service solutions, increasing automation and reducing support costs.
- Partnered with product teams to integrate customer feedback into the product roadmap, enhancing user experience. Operational Efficiency & Vendor Management: - Streamlined support operations, optimizing ticket deflection and resolution times.
- Led BPO/vendor transitions, ensuring cost-effective and high-quality service delivery.
- Implemented AI-powered chatbot solutions, improving deflection rates by 30%. Data-Driven Decision Making: - Analyzed support performance metrics, identifying trends and opportunities for efficiency gains.
- Developed dashboards and reports for executive leadership, enabling strategic decision-making. Risk & Compliance Management: - Ensured compliance with industry standards and optimized risk management strategies.
- Created proactive mitigation plans to address customer pain points and reduce churn. I am passionate about leveraging technology, data, and customer insights to transform support functions into strategic assets that drive retention, loyalty, and business growth. Let’s connect if you're looking to enhance your CX strategy, improve self-service adoption, or build high-performing support teams!