ExxonMobilCustomer Service supervisor PE Central Eastern Europe
Feb. 2022 - Sep. 2022Praga, Chequia• Managed and developed a 8-person customer service team serving Central Eastern Europe PE customers, delivering enhanced demand and supply planning outcomes and fostering continuous team development. • Owned escalation management for 20,000+ annual orders, ensuring rapid issue resolution, consistent KPI achievement, and continuous service level optimisation. • Implemented “right first time” initiative reducing missed calls by 40%, enhancing process effectiveness, improving customer satisfaction, and reducing operational rework. • Led automation initiative onboarding customers to self-service platform, reducing manual order processing by 10%, strengthening data governance, and improving operational scalability. • Performed comprehensive operational controls ensuring compliance with internal and external audit standards, strengthening governance and operational transparency across all customer service functions.