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Work Background
FreelanceCX Operations Consultant
May. 2025I’m an interim-ready Customer Support & Operations Leader with 8+ years of experience scaling teams, optimizing processes, and driving results in high-growth environments. I specialize in fast-impact assignments where structure, clarity, and speed are key.
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!
UberPMO Coordinator
Jul. 2021 - Sep. 2021Lisbon, Lisbon, Portugal
UberEMEA Content Team Manager
Jun. 2019 - Sep. 2021Lisbon Area, PortugalFocused: People Management & Development | Performance Management | Project Management | Efficiency | Improvements and Optimization Leading a team of Content Specialists with different backgrounds, language skills and exposure to different projects. Supporting them on their various responsibilities: + Implementing easier ways to view their performance and keep track of the evolution (dashboards, Kanban boards)
+ Managing stakeholders and line of business needs in terms of Content
+ Building relationships within the organization (COE)
+ Coaching and developing them
+ Improving existing tools and processes together (based on needs)
+ Making sure the team is delivering high quality content
UberEMEA Team Manager Uber Eats
Apr. 2018 - Jul. 2019Kraków Area, PolandLeading Customer Support Representatives and building a highly performing team within 1 year of market launch, Uber Eats Romania. Main focus and responsibilities where in the lines of: + Putting the base of a new team and new market
+ Taking part on the market launch
+ Establishing processes and best ways of working
+ Creating a strong customer oriented team
+ Enabling them to take part in projects and improvements
+ Content creation and quality reviews
+ Implementing projects for market evolution
+ Monitoring team’s KPIs, continuous feedback and creating a strong work ethic + Recruiting the best fit for the team culture
UberRides Team Manager
Jul. 2017 - Apr. 2018Kraków Area, Poland
UberCommunity Support Representative
Jan. 2017 - Jun. 2017Kraków Area, Poland
Call Center Recruiter (telecommute job)Call Center Recruiter
Mar. 2016 - Oct. 2016Most of my responsibilities were:
+ Create job descriptions
+ Inbound and outbound calls + Customer service, B2B daily contact
+ Reviewing candidates profiles
+ Skype interviews
+ Databases, cloud based tools for communications and work product.
Spain InternshipRecruiter
Mar. 2015 - Sep. 2015Spain, Seville+ Recruiting and selecting candidates
+ HR Management
+ Everyday Support of the office tasks
+ Marketing research
+ Customer service support B2B & B2C in English and Spanish
MyProHRHealthcare Recruiter
Nov. 2014 - Jan. 2015
Adecco GroupRecruiter
Oct. 2014 - Jan. 2015Timisoara+ Recruiting, searching and selecting candidates
+ Front desk activities
+ Payroll activities
+ Monitoring selected candidates
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