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Isabela User

@isabelauser3

Customer experience executive at Bright Core Coaching, building AI assistants for service teams and delivering 30%+ departmental efficiency gains.

Spain

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What I'm looking for

I’m ready for broader CX ownership at executive level.

At Bright Core Coaching, I advise SME and startup leadership teams on CX strategy and operating models, delivering 30%+ departmental efficiency gains for clients. I also design custom AI assistants for customer service teams and integrate CRM, IVR, and support platforms into existing workflows.

At Yellow Social Interactive, I rebuilt the service-recovery approach, taking the Trustpilot score from 2.4 to 4.5 over my tenure. I also redesigned engagement for high-value customer segments, contributing to a 15% increase in customer LTV and a 12% increase in monthly recurring revenue.

I built the Customer Support function there from zero and implemented a Zendesk AI chatbot that deflected 60% of tickets. I also launched the Antigua operations hub, recruiting a 25-person team and managing distributed operations across Gibraltar, Antigua, and the Philippines.

Earlier, I led customer operations at UNIQA Insurances and Telekom Mobile Communications, including a 160-person contact center and loyalty and retention work through a corporate merger and Siebel CRM implementation. I’m ready for broader CX ownership at executive level.

Experience

Work history, roles, and key accomplishments

Current

Founder & Principal Consultant

Current

Bright Core Coaching

Jan 2025 - Present (1 year 9 months)

Advises leadership teams on CX strategy and operating models, delivering 30%+ departmental efficiency gains. Designs and builds custom AI assistants for customer service teams and advises on CRM and support-platform integration.

CX Strategy Operating Model AI Assistants CRM Integration Zendesk Salesforce Atlassian NLP Based Coaching

Head of Customer Excellence

Yellow Social Interactive

Jan 2021 - Dec 2025 (4 years 11 months)

Diagnosed drivers behind a 2.4 Trustpilot score and redesigned service recovery, raising it to 4.5. Built the Customer Support function from zero, implemented an AI chatbot achieving 60% deflection, and led the launch of an international operations hub.

Customer Experience TrustPilot Management AI Chatbots Zendesk KYC Operations Team Leadership Process Improvement

Customer Support Team Manager

Gamesys

Jan 2018 - Dec 2021 (3 years 11 months)

Owned Trustpilot and CSAT performance, using data to drive service-quality improvements. Led day-to-day operations, SLAs, coaching, recruitment, and onboarding for the team.

Trustpilot CSAT SLA Management Coaching Recruitment Onboarding

Shift Manager

888 Holdings – Cassava Enterprises

Jan 2017 - Dec 2018 (1 year 11 months)

Managed 24-hour support operations across Casino, Sports Betting, and Bingo for 888 and white-label brands, including escalation handling and daily performance reporting.

Operations Management Escalation Handling performance reporting Casino Sports Betting Bingo

Contact Center Manager

UNIQA Insurances

Jan 2015 - Dec 2017 (2 years 11 months)

Led a 160-person multi-channel operation across 40+ concurrent projects, spanning resource planning, budgeting, and forecasting. Introduced a new IVR system, built a Telesales function, and applied Lean Six Sigma to improve productivity.

Contact Center Management IVR Telesales Lean Six Sigma Resource Planning Budgeting Forecasting Data Analysis

Head of Loyalty & Retention

Telekom Mobile Communications

Jan 2008 - Dec 2015 (7 years 11 months)

Directed a 45-agent department focused on churn reduction, designing proactive and reactive retention campaigns. Led the Loyalty & Retention workstream through a corporate merger and Siebel CRM implementation, and built a leadership pipeline.

Loyalty Programs Retention Churn Reduction Campaign Management Siebel CRM Leadership Development