Berlin, Germany- Elevated CSAT scores from an average of 84% to an outstanding 97%.
- Successfully reduced SLA breaches to under 2%, compared to nearly 20% previously.
- Streamlined Time to First Reply from an average of 58 to a remarkable 13,2 calendar hours.
- Orchestrated the seamless transition from Zendesk to Salesforce and Aircall to Zoom.
- Implemented dashboards to enhance employee transparency.
- I...