At tbi bank, my focus as Platform Owner - Customer Communication & GenAI Platforms is on enhancing our customer communication platforms, incorporating strategic use of Zendesk, VCC Live and different AI-driven solutions. The role involves a blend of strategy development and cross-departmental collaboration, ensuring alignment with our business objectives and an exceptional user experience.
With a solid background in managing customer experience and sales teams, my expertise lies in optimizing operational strategies and driving customer experience improvements. My approach is rooted in comprehensive needs assessments and performance analytics, with a commitment to achieving technological and business synergy.More...
Martin Kolchev
Logistics Specialist@Royal Canin
Verified
Martin Kolchev is a seasoned Logistics Specialist at Royal Canin, where he has been instrumental in optimizing supply chain operations to enhance efficiency and reduce costs. With over a decade of experience in logistics management, Martin excels in strategic planning and implementing innovative solutions that drive operational excellence. His expertise in data analytics and process improvement has consistently resulted in improved delivery times and increased customer satisfaction. Martin is passionate about leveraging technology to streamline logistics processes and is committed to fostering a sustainable and agile supply chain environment.More...
Diana Militaru
Customer Support Group Manager
Verified
Customer Support Leader | Building world-class teams & seamless customer experiences
With 10+ years steering customer-centric organisations, I turn service desks into strategic growth engines. I’m at my best rallying diverse, high-performing teams around a shared mission: deliver seamless, impactful support that customers remember—and that drives measurable business value. Let’s connect if you’re scaling service operations or transforming CX into competitive advantage.
Scale & Structure: Coordinated and mentored medium-large teams of 70+ specialists worlwide, launching multilingual hubs that cut average handle time 35 % while supporting 3× ticket volume.
Crisis-Ready Leadership: From hyper-growth SaaS launches to 24/7 outage war-rooms, I create playbooks that turn high-pressure moments into loyalty-building wins.
Data-Driven Optimisation: Blend empathy with analytics—leveraging CSAT and real-time dashboards to surface insights, slash backlog and lift first-contact-resolution above 90 %.
Process Innovation: Rolled out AI chatbots, self-service knowledge bases and Zendesk/ CSM (ServiceNow) automations that saved 25% of incoming volumes.
Customer Loyalty & Revenue: Partner cross-functionally with Product & Economy to feed VOC into roadmaps, boosting expansion and driving a sustained +28-point CSAT jump.More...
Ivo Peksens
Facilitator, Agiler Coach & Workshop Moderatorin | Sustainability & New Work Expertin
Verified
My total experience spans over a 25 years in roles starting from technical IT end of spectrum till hands on Scrum Mastering from 2013, Agile Coaching and Team Coaching from 2017. I have spent most of my career in international, English speaking business environments mostly in EU and in US based organizations. In 2021 I became the 1st CTC (Certified Team Coach) from Scrum Alliance in the Baltics region.More...
Patrycja Sikorska
UX and Business Process Automation Director@CashDirector
Verified
Patrycja Sikorska is a seasoned and innovative UX and Business Process Automation Director currently serving at CashDirector, a digital CFO for SMEs. With her comprehensive knowledge and expertise in user experience and business process automation, she has become a vital asset to the company. Patrycja holds a wealth of experience in the fintech industry, which aids her in creating user-friendly interfaces and streamlining processes. Her strategic approach and analytical thinking have played a crucial role in boosting operational efficiency and productivity. Patrycja is known for her keen eye for detail and her ability to transform complex ideas into practical solutions.More...