At Foundever, I led contact center operations across 11 countries, managing up to 130 FTE and approximately €3M in business scope. I exceeded SLA targets, reaching 89% against an 85% target.
I improved NPS from the low 70s to 77+, with several markets reaching the high 80s, and reduced costs by up to 5%. I also rebuilt Quality Monitoring and NPS programs and led a cloud-based telephony migration with minimal operational disruption.
As Senior Team Manager at Foundever, I managed multi-market service delivery across 10 languages, leading up to 60 FTE through Team Leads and SMEs. I supported workforce planning and contract negotiations, and managed ramp-down activities while achieving more than 80% employee redeployment.
Earlier at Foundever, I built and led a team of 15 agents for a newly launched product support line, improving NPS from the low 40s to the high 60s within six months. I also supported agents as an escalation point, delivered product training, and handled customer support by phone and email.
