At Mercedes-Benz Group Services, I work on the Retail of the Future programme, connecting Product, Engineering and delivery teams across platforms. I built a feedback loop that turns Sales Representatives' and Support Operations' CSAT signals into structured product backlog input.
I designed a ticket-level QA process for Support Operations and set up weekly programme KPI reporting. For the Germany go-live, I led cutover and migration steering across applications and tasks, coordinating technical and business readiness.
At Glovo, I owned the Partner Support vertical for Spain and Portugal. By redesigning processes and introducing automation, I improved SLA compliance from 80% to 93% within 24 hours while reducing headcount by 20%.
Earlier, I managed workflow and sourcing operations at The Boston Consulting Group and project delivery for Prodea Group. Across these roles, I built operating processes and managed vendors, requests, budgets and delivery changes.
