Until June 2025, I worked at Bridgestone Mobility Solutions as the first point of contact for business clients using Webfleet, a fleet management SaaS platform. I onboarded accounts, troubleshot issues, and worked with engineering and product teams on complex escalations while keeping clients informed.
At Leadingcourses.com B.V., I managed the support function independently, resolving tickets end to end in Freshdesk and using Hotjar session analysis to identify where users were getting stuck. I achieved a 95% first-response rate and improved customer satisfaction by 20% over the course of the contract.
At Booking.com B.V., Richemont B.V., and ARISE Europe Ltd., I supported international B2B and B2C clients, maintained account records, and handled high volumes of customer interactions. Across these roles, I’ve taken ownership of issues from the first message through resolution and used recurring problems to improve processes.
