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I am a Customer Experience Manager with over 15 years of experience in the telecommunications industry, specializing in managing customer service operations and optimizing processes. My career has been dedicated to enhancing customer satisfaction through effective complaint resolution and adherence to service level agreements (SLAs). I have a proven track record of leading teams and collaborating with cross-functional departments to implement data-driven service improvements.

In my current role as Supervisor of Back Office Support & Complaints at 9mobile, I lead a team focused on resolving customer complaints across various channels. I have successfully implemented initiatives that improved complaint resolution times and ensured compliance with regulatory standards. My experience includes mentoring team members, analyzing performance metrics, and delivering regular reports to management, all aimed at fostering a culture of accountability and continuous improvement.

Throughout my career, I have developed strong skills in stakeholder engagement, process improvement, and IT troubleshooting. My educational background in Mechanical/Production Engineering complements my professional experience, allowing me to approach challenges with a technical mindset. I am passionate about leveraging my expertise to drive exceptional customer experiences and contribute to organizational success.