At Bolt, I support a customer support vendor transition across 33 markets, coordinating milestones with operations, workforce management, experience and supplier stakeholders. I prepare recurring executive updates and monitor transition health using operational KPIs.
As a CS Operations Agent at Bolt, I handled customer support across several services and covered Team Lead responsibilities for the Estonia team. I also improved commerce escalations across 24 markets and created an AI backlog reporting automation. At Featurebase, I updated 40+ help articles, helping increase the AI resolution rate from 45% to 65%.
