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.
Redesigned departmental structure, improving task allocation and lifting productivity by 32%. Implemented new CX processes that significantly enhanced customer satisfaction. Spearedheaded vendor communication platform rollout, cutting response times and boosting operational coordination. Lead international customer support teams in the competitive gaming and play-to-earn industry.
Introduced automation and new support channels, reducing overall ticket volume by 18%. Brought ticket backlog down from 2,500+ to ~400 within the first 3 months by restructuring workflows and improving queue management. Managed departmental budget, hiring, and resource planning across international support teams. Reviewed and streamlined tools and vendors to simplify operations and improve efficiency. Worked with senior leadership on support strategy, compliance, and service standards.
Maintained service excellence during one of the most challenging periods in travel. Developed training and performance programs, improving staff engagement and retention. Led data-driven performance analyses to identify trends and optimize future outcomes.
Led 19 support teams across 14 language markets. Reduced CS cost/net from 3.4% to 1.6% through cost optimization and automation. Improved CX scores from 82% to 92% by creating a dedicated CX team. Introduced a quality training team and development pathways for all staff.
Grew Dutch market sales by 30%, achieving best group-wide results for 3 consecutive quarters. Introduced WhatsApp as a customer communication channel.
Built and led a government service department supporting families with special education needs. Directed multi-disciplinary teams delivering statutory services in disadvantaged areas.
Bachelor of Arts (Hons) Social Work
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