Rotem Polak
@rotempolak
Customer Experience Manager with expertise in support and team training.
North MacedoniaWhat I'm looking for
I am a dedicated Customer Experience Manager with a proven track record in leading communication strategies and enhancing customer satisfaction. Currently, I own and lead the global communication strategy at Final Frontier Games, where I translate company goals into clear messaging and support practices. My experience in building and scaling operations has equipped me with the skills to manage diverse teams effectively.
As the Founder and Operations Director at Cornerstone42 EOOD, I successfully built a BPO operation from the ground up, focusing on recruitment, training, and operational excellence. My previous roles as Operations Manager and Customer Support Manager have further honed my ability to design effective support frameworks and lead teams to achieve high service standards. I am passionate about creating positive customer experiences and fostering team development.
Experience
Work history, roles, and key accomplishments
Head of Customer Experience & Communication
Final Frontier Games
Jan 2021 - Present (4 years 5 months)
Owned and led the company's global communication strategy, both internally and externally, with partners, suppliers, and customers. Executed key decisions related to communication strategy, translating company goals into clear, consistent messaging and support practices.
Founder & Operations Director
Cornerstone42 EOOD
Jan 2020 - Present (5 years 5 months)
Built and scaled a BPO operation from scratch with end-to-end ownership. Recruited and trained support agents, and created SOPs tailored to client needs. Oversaw daily operations, team development, and client satisfaction.
Operations Manager
Plutus LTD
Jan 2017 - Present (8 years 5 months)
Designed and launched customer support and QA departments. Managed budget, recruitment, team leadership, and performance tracking. Set up training and quality processes to support a growing team and maintain high service standards.
Customer Support Manager
RAX Media & Financial Media
Jan 2014 - Present (11 years 5 months)
Managed and mentored support agents and middle managers. Defined KPIs and aligned department goals with company vision. Created SOPs and QA frameworks to improve customer experience.
Education
Degrees, certifications, and relevant coursework
The Open University of Israel
B.A. Business Management, Business Management
Studied Business Management at The Open University of Israel. Gained knowledge in various aspects of business operations and management principles.
Tech stack
Software and tools used professionally
Availability
Location
North MacedoniaAuthorized to work in
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