Henrietta Kovacs
@henriettakovacs
Customer Success specialist in SaaS operations who improved client onboarding workflows and helped cut Cambridge University Press & Assessment turnaround by 10–15%.
ItalyWhat I'm looking for
At my Private Counselling Practice, I designed automated onboarding workflows within a SaaS telehealth and practice management platform, creating a consistent first-contact experience and reducing reliance on manual responses. I also troubleshoot platform issues and share product feedback with the platform’s country manager.
At Cambridge University Press & Assessment, I coordinated customer and stakeholder issue resolution across assessment and results services, maintaining zero SLA breaches in my own operational delivery. I identified workflow bottlenecks and coordinated improvements that increased operational turnaround by approximately 10–15%.
I also built KPI dashboards to help stakeholders see service gaps and performance trends, and supported system testing using Jira and QTest. I’m keen to apply my customer support and operations experience in Customer Success while developing expertise in SaaS product adoption, customer retention and account management.
Experience
Work history, roles, and key accomplishments
Counsellor & Practice Director
Private Counselling Practice
Jun 2025 - Present (1 year 4 months)
Optimized client onboarding and digital adoption by designing automated workflows within a SaaS telehealth platform. Resolved platform-related technical issues and communicated actionable product feedback to the platform provider.
Operations & Systems Specialist / Team Lead
Oct 2014 - Aug 2024 (9 years 10 months)
Resolved customer and stakeholder issues across assessment and results services, maintaining zero SLA breaches. Improved operational turnaround by 10-15% through process improvements and led a peak-period team of 40+ supporting 700,000+ certificates.
Education
Degrees, certifications, and relevant coursework
JHD Counselling Services Ltd
Diploma, Counselling
Diploma in Counselling from JHD Counselling Services Ltd, UK.
Bangor University
Postgraduate Certificate, Mindfulness-Based Approaches
Postgraduate Certificate in Mindfulness-Based Approaches from Bangor University, UK.
Károli Gáspár University
Bachelor of Science, Psychology
Bachelor of Science in Psychology from Károli Gáspár University, Hungary.
College of Nyíregyháza
Bachelor of Science, Social Education
Bachelor of Science in Social Education from College of Nyíregyháza, Hungary.
Availability
Location
ItalyAuthorized to work in
Salary expectations
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