CX / Operations Manager

Prepared the pitch deck for Dragons Den and helped secure the first 50k investment. Set up internal processes and tools for operations and support operations.

Established an in-house call center for the C2B used car funnel. Defined goals, set up procedures, and launched operations for the German expansion in Munich.

Managed a DACH B2B sales project covering new business, lead qualification, onboarding, account management, and upselling. Led floor management, performance management, training, coaching, and client reporting.

Managed customer communication, created knowledge bases, worked with engineering squads on new features and bug fixes, and handled compliance topics including ombudsman regulations and KYC.

Helped set up a BPO hub from a project management perspective, including sourcing, recruiting, and project health management. Led a team of 60 DACH agents and two team leaders.

Supervised hardware support projects across DACH and other EMEA regions. Managed supervisors and agents, improved attrition, increased CSAT and internal NPS, and supported COPC compliance.

Set up a domain hosting and email server support project covering multiple markets. Hired, trained, onboarded, and managed agents while refining training materials and operational processes.

Supported large-scale sourcing and screening of candidates for multiple projects.

Provided floor support for difficult markets and assisted with project operations during peak periods.

Provided technical support for a major OS and office software client and handled upselling of hardware and software products. Consistently exceeded targets.