Career

Running customer operations in France, managing and structuring the support team, recruiting, onboarding, developing staff. Performance tracking (NPS, response time, resolution, quality). Process improvement across support, operations and multiple departments. AI and automation as productivity levers.

Built the French business from scratch. Customer service strategy, recruiting and managing a multidisciplinary team of 7. Support + driver ops + garage coordination. Created processes, tools and quality standards. NPS > 65 target, > 90% calls answered, response time < 60s. Escalation management. Renault B2B platform deployment.

Managed and coached a team of 8 agents in hypergrowth. Dual scope: B2B (client companies) and B2C (temp workers). Created processes, SLAs, taxonomies and classification systems. Reporting, dashboards, automated responses. Collaborated with Product/Tech/Sales/Ops in a fast-changing environment.

International 24/7 customer service with teams across the UK, Malta, Costa Rica and Australia. 70+ agents to coordinate across time zones. First point of contact for operational escalations. WFM, scheduling, resource adjustment. Performance tracking, coaching and training. Complex case investigation. Incident communication.

B2B sales of customised products from Ireland. Prospecting, portfolio development, retention. Training and mentoring new hires. Weekly sales targets. First real school of customer needs and quota-driven work.

First role. B2C prospecting, lead qualification, appointment setting. Created a dedicated role for new client generation: call scripts, pitch materials, prospecting strategy.