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Dacha Kortes

@dachakortes

Customer Operations Manager at B-ON who prepared onboarding for new EV customers and used telematics data to identify reliability gaps.

Austria

Message

At B-ON, I prepared customer onboarding and implementation for new EV customers, supported pilot programmes, and analysed telematics data to identify reliability gaps.

At Upflow, I maintained 100% CSAT while reducing engineering escalations from 51% to 16%. I also consolidated five support tools into one and standardised ticket handling with workflows, automations, and templates.

At Karhoo, I built the end-user support function from the ground up and led a team of five. We reduced incoming requests by 30% and brought first response time down to two hours.

At Shippeo, I managed onboarding and ongoing support for about 120 carrier partners, creating onboarding and monitoring playbooks. Earlier, at City One, I ran regional operations and reduced monthly payroll claims by 97% through process improvements.

Experience

Work history, roles, and key accomplishments

Customer Operations Manager

B-ON

Jul 2024 - Mar 2025 (8 months)

Led delivery readiness for customer onboarding and implementation at a growing EV solutions provider. Built onboarding and support processes, supported pilot programmes, and analysed telematics data to improve operations.

Onboarding Implementation Process Support Telematics Data Analysis Cross functional Coordination

Customer Care Manager

Upflow

May 2022 - Jun 2024 (2 years 1 month)

Scaled the Customer Care function while supporting the Customer Success team in a fast-growing fintech SaaS environment. Maintained 100% CSAT while cutting engineering escalations from 51% to 16% and consolidated five support tools into one.

Customer Service Customer Success CSAT Escalation Management Zendesk Workflow Automation SOPs Documentation Cross Functional Collaboration

Head of Support

Karhoo

Jun 2019 - Feb 2021 (1 year 8 months)

Built and led the end-user support function from the ground up for a mobility marketplace. Managed and mentored a team of five while defining processes, tooling, and performance tracking, reducing incoming requests by 30% and first response time to two hours.

Support Operations Team Leadership Mentorship Process Design Automation Performance Monitoring Data Analysis

Carrier Account Manager

Shippeo

Jun 2017 - Apr 2019 (1 year 10 months)

Managed a portfolio of about 120 carrier partners during rapid company growth, ensuring seamless scalability and customer satisfaction. Owned onboarding and ongoing support, proposed data-based strategies at QBRs, and automated daily reporting.

Account Management Onboarding Partnership Management QBR Data Analysis Process Design Automation Reporting

Operations Manager

City One

Jan 2013 - Jun 2015 (2 years 5 months)

Led regional operations for an unaccompanied minors' service, overseeing 2,500 agents, 30 supervisors, and 12 stations. Reduced monthly payroll claims by 97% through process improvements and managed the agent lifecycle from training to payment.

Operations Management Process Improvement Training Payroll Inventory Management Team Leadership