I am a customer experience and contact center operations leader with eight years of experience in telecommunications and banking. I specialize in support automation, quality management, conversational AI, and product delivery.
I have led initiatives involving chatbots, voice bots, IVR systems, chat platforms, and customer-service process optimization. My work focuses on improving self-service adoption, operational efficiency, and measurable customer experience outcomes.
I combine hands-on operational leadership with product ownership, including vendor selection, financial modeling, budgeting, pilot management, and backlog prioritization. I am experienced in coordinating cross-functional teams to deliver complex automation programs.
In quality control, I have rebuilt operating models, developed QA methodologies, introduced intelligent conversation sampling, and implemented KPI dashboards. I use metrics such as NPS, CSAT, FCR, CSI, TCR, and speech-recognition rate to guide improvements.
I have managed large teams and developed employees through performance analysis, coaching, and structured development plans. I am open to remote opportunities where I can lead customer experience transformation, support operations, or conversational AI products.
Lead a 65-person contact center quality control organization. Rebuilt the quality-control operating model, processes, and methodology to strengthen customer experience and business KPI impact.
Increased team productivity by 3.5 times through automation and process optimization. Introduced department KPI dashboards, intelligent customer-conversation sampling, and redesigned evaluation forms.
Led inbound contact center automation programs covering chatbots, a chat platform, voice bots, and IVR. Increased chatbot automation from 4% to 12%, improved voice self-service by 10%, and delivered more than 20 contact center optimizations.
Launched the Quality Control function and established QA standards for remote and in-person channels. Managed vendor benchmarking, negotiations, pilots, and project teams; introduced CX and project metrics and reduced IVR failover to under two minutes.
Automated inbound customer requests and deployed a voice bot for the inbound contact center line. Built the financial and economic model for the initiative and owned budget preparation and defense with governance bodies.
Managed the IVR system and the IVR and voice-bot backlog. Designed the IVR tree and planned migration flows from IVR to the voice bot.
Completed independent contract work during a one-year relocation to Chisinau, Moldova.
Worked across various assignments while based in Moldova.
Led a project team that developed an employee motivation system for more than 2,500 people. Analyzed customer calls to identify process improvements and created development plans for more than 20 employees.
Ranked in the top 15% of 120 groups by internal rating and was one of the youngest team leads at the company. Built customer-retention tools based on churn analysis and led an internal media project using A/B testing.
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