Operations & CX Leader

I am an Operations & CX Leader with international experience across customer support and operations. Throughout my career, I have delivered measurable improvements in efficiency, cost, and customer experience by leveraging data-led decision making, process redesign, and hands-on use of automation, AI, and LLM-based tools. I have a strong track record of leading cross-cultural teams and scaling support functions in fast-moving environments.

My expertise lies in customer experience strategy, process re-engineering, vendor and stakeholder management, and strategic planning with budget oversight. I am passionate about driving digital transformation and automation, including AI integration and adoption, to optimize operational efficiency and enhance customer satisfaction.

In my current role as Operations Manager at Eneba, I redesigned the departmental structure to improve task allocation and productivity by 32%. I implemented new customer experience processes that significantly enhanced satisfaction and led international customer support teams in the competitive gaming and play-to-earn industry.

Previously, as Head of Customer Support at Contabo GmbH, I introduced automation and new support channels that reduced ticket volume by 18%, and successfully managed budget, hiring, and resource planning across international teams. I have also worked closely with senior leadership on support strategy, compliance, and service standards.

My earlier roles include Customer Support Manager at Booking.com, where I maintained service excellence during challenging times and developed training programs to improve staff engagement. As Deputy Head of Customer Service at Ferratum Group, I led 19 support teams across 14 language markets, optimized costs, and improved customer experience scores significantly.

I am committed to continuous improvement and fostering high-performing teams through quality training and development pathways. My background in social work and Lean Six Sigma Green Belt certification further support my structured and empathetic approach to leadership and operations.