Years of experience: 7

Customer ServiceCustomer Success ManagerCase ManagerClient Relations SpecialistChat SupportBusiness Owner

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Vutomi's Career Path
Customer Experience Analytics Lead - Bolt BusinessJan. 2025 -
May. 2025
BoltCustomer Experience Analytics Lead - Bolt Business
- Led a team of CX Analysts to provide actionable insights on user (company admins and passengers) friction points across Bolt Business and Trust and Safety, driving data-informed solutions - Spearheaded the development and implementation of CX Analytics processes, including team planning, quarterly backlog management, and bi-weekly sprint planning - Developed and executed the team's function...
Customer Experience Analytics Lead - SafetyMar. 2023 -
Dec. 2024
BoltCustomer Experience Analytics Lead - Safety
- Collaborated with Rides Safety Product, Engineering, UX Research, Central, and Customer Support Operations teams to provide insights and expertise for safety feature development and process improvement - Led key issue discoveries and facilitated solution discussions for critical safety problems, including unsafe driving, driver impersonation, rider verification, audio recording, and trip an...
Senior Team Lead, Customer Support - Trust and SafetyMar. 2021 -
Feb. 2023
BoltSenior Team Lead, Customer Support - Trust and Safety
- Established the Sub-Saharan Africa (SSA) Customer Support Safety team, overseeing end-to-end recruitment of 40 FTEs and 5 team leads to establish 24/7 safety support - Successfully integrated the SSA team into the Global Customer Support Safety team, upskilling specialists to support all English-speaking markets - Leveraged safety incident data to advocate for and inform the Safety Product ...