I am an experienced Operations and CX Manager with a strong background in customer success and logistics. In my previous role at Creoate, I established and managed the customer experience department, overseeing tools, SOPs, KPIs, reporting, and compliance. I conducted competition and business data analysis to inform strategic decision-making and led partnership relationship management, focusing on Voice of Customer (VoC), CSAT, and Unique Selling Proposition (USP). I also created and delivered training programs, developed T&Cs, FAQs, and internal knowledge base processes and content, and successfully managed a remote team.
Prior to that, I worked as an Operations Advisor, providing comprehensive consulting services for B2B/B2C start-ups within the services/e-commerce industries. I have 12+ years of business experience in Operations and Customer Experience, with a focus on E-commerce, SaaS, and Fintech. I am skilled in project management, strategic planning, and implementing operational procedures.
