At Team Internet, I established the Incident Management function for a 24/7 operation across Poland, the Philippines and Colombia. I introduced severity levels, shift handovers, escalation paths and post-incident reviews, and trained 20+ Incident Managers.
I’m currently a Senior Manager of Customer Care, building performance and reporting frameworks across B2B wholesale, enterprise and retail teams. I automated weekly performance statistics from Zendesk into individual review documents and delivered a prioritized roadmap after auditing Customer Care processes and tools.
At OBRIO (Genesis), I led a 50+ FTE remote support organization for Nebula. I owned delivery of a custom AI support agent that automated 70%+ of incoming requests, and helped raise CSAT by 10% and the Trustpilot rating by 15%+.
Earlier at Namecheap Inc., I led customer support teams and operations, including a department of 100+ representatives across Ukraine and India. I also developed and led the launch of a paid SSL installation service, and coordinated a shift-management tool that reduced shift leaders’ manual work by 30%.
