Dilek Neves Viterbo

I've delivered customer support, operations, and change services for Apple, Microsoft, Spotify, and Google through Teleperformance and Gigplus. My work focuses on post-sales order support, escalations, service-level performance, and customer-impacting process improvements.

At Gigplus supporting Microsoft, I improved operational KPIs by 30% and achieved 95% CSAT through workflow optimization, performance management, and data-driven service improvements. I also improved implementation performance by 15%, quality by 5% quarter over quarter, reduced SLA by 5%, and improved AHT by 15% while remaining within target.

I've coordinated Product, Engineering, Operations, logistics, and support teams to strengthen implementation readiness, manage transitions, and resolve complex operational issues. My experience also includes AI/ML project coordination, hospitality operations, and global aviation logistics and flight operations at Turkish Airlines.

I bring a practical, customer-focused approach to stakeholder management, root-cause analysis, coaching, workflow optimization, and reliable service delivery.