I am a results-driven customer service and project management professional with more than four years of experience across Europe and the Middle East.
I coordinate cross-functional projects from planning through delivery, with a focus on schedules, budgets, risk tracking, and clear stakeholder communication.
I have experience leading sprint planning, preparing weekly updates, and introducing standardized reporting processes that improve team efficiency.
I also bring strong customer success experience, including account management, client onboarding, complaint resolution, retention, and service-level tracking.
I am fluent in English and have strong communication and problem-solving skills. I enjoy turning complex customer requests and operational needs into clear, actionable plans.
I hold a Bachelor of Business Administration and certifications in customer service and project management, including CAPM.
Coordinated more than 10 cross-functional projects from planning through delivery, maintaining 95% of projects on schedule and within budget.
Led sprint planning, risk tracking, and weekly stakeholder updates across three teams, reducing project delays by 20%. Introduced standardized project templates and reporting that saved the team approximately five hours per week.
Managed more than 150 client accounts, maintaining a 95% customer satisfaction score and strong renewal rates.
Resolved escalated complaints, onboarded new clients, and reduced average resolution time by 25%. Collaborated with product and operations teams to convert recurring customer feedback into process improvements.
Handled more than 60 customer queries each day across phone, email, and chat channels while meeting service-level targets.
Achieved top-quartile first-contact resolution through clear communication and accurate follow-up. Trained five new team members on service standards and escalation procedures.
Bachelor of Business Administration, Management, Operations and Marketing
Focus: Management, Operations and Marketing.
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