Experienced manager with demonstrated success specializing in customer support, customer experience, and operational spheres. With a career history of working in the IT(Saas) and Payments industries as well as FMCG and Retail verticals. An astute people leader with a proven record of creating positive human-centered environments to first-line support staff thereby increasing productivity and employee engagement. Confident to be able to deliver to organizational strategy in service delivery, customer experience, data storytelling, and strong commercial understanding. Career highlights: -Rooting out inefficiencies, improving operational ergonomics and instituting best practices for first-line employees. -Proven ability to efficiently manage a large customer base and a high volume of new implementations every month. -Recognized ability to develop and drive a culture of innovation, change and growth to optimize the customer experience - Ability to identify customer needs and oversee service delivery within the business context to drive revenue, growth and reduce churn.