At Preply, I own agent-facing tools and automations and co-own CRM configuration across workflows, routing, and escalations. I roll out and improve AI support tools, and Help Center content changes I made helped raise topic-level AI resolution by up to 12 percentage points.
As a Customer Care Tools Associate on an interim assignment, I built Customer Care's first reusable conversation-level A/B testing framework with SQL, Snowflake, and Streamlit. I also built a quality monitoring and experiment analytics system that scored conversations on three criteria and covered more than 3,400 conversations.
Earlier at Preply, I supported customers and handled complex B2B escalations before owning the L3 incident process. I also built and maintained operational automations and supported tutors, learners, and B2B customers through chat and email.
