Beschreibung

Most fast-growing companies scale at the speed of sound, while their CX/Customer support operations often are dragging behind. I help founders, VC funds and leadership teams bridge the gap between aggressive expansion and sustainable CX/Customer support framework.

With over 20 years of experience in Mobility, Fintech in Telco industries, I’ve built and managed CX ecosystems for 100M+ users across 47 countries with teams up to 1000+ headcount. I specialize in moving organizations from "manual and fragmented" to "automated and scalable."

How I can help:

- CX Maturity & AI Readiness Audit: A 2-week deep dive to identify operational gaps and tech debt before you automate.

- CX Target Operating Model (TOM) Design: Architecting global support structures (In-house, BPO, or Hybrid) that support your further growth.

- Fractional CXO / Advisory: High-impact strategic partnership (4-8 hours/week) to lead BPO transitions, AI integration, and CX governance.

Why work with me?

- Global Perspective: Proven track record in navigating diverse markets across LATAM, EMEA, and SEA.

- Industry Standards: COPC-certified expertise ensuring your operations meet global efficiency benchmarks.

Focus on Value: I prioritize metrics that matter to the Board—NRR, LTV/CAC, and operational cost optimization.

Branchenexpertise

Sprachen

Englisch
Muttersprachlich oder zweisprachig
Russisch
Muttersprachlich oder zweisprachig

Arbeitsortpräferenzen

Vor Ort möglich

Limassol (bis zu 50 km)

Independent Strategic Advisory (CX & Customer Support Operations)
CX Strategic Advisor | Global CX Architect
DIGITALAGENTUREN & IT-CONSULTING
Januar 2025 - Heute (1 Jahr und 5 Monate)
Limassol, Zypern
I partner with Companies, Founders, Boards, and VC Operating Partners to architect Customer Experience/Customer service foundations that support hyper-growth without compromising unit economics.

With 20+ years of leading global operations, I have built and managed CX ecosystems across 45+ countries with teams up to 1000+ headcount in Mobility, Telco and Fintech industries. I specialize in identifying what breaks during rapid scaling and building the resilience needed to balance operational efficiency, customer loyalty and automation.

Core Advisory Pillars:
📍 Global Governance & Operating Models: Designing scalable organizational structures and governance for fragmented international markets (In-house, BPO, Hybrid).
📍 AI-First Transformation: Designing and integrating GenAI/LLM strategies to drive deflection, intelligent routing, and agent productivity.
📍 Ecosystem Optimization: End-to-end BPO strategy, contract negotiation, and performance auditing for multi-lingual, global setups.
📍 Operational Turnaround: Process re-engineering and KPI alignment to transform support from a cost center into a growth lever.

CASE STUDIES:
1. Global Hyper-growth & Scale
• Impact: Increased CSAT by 80% and FCR by 35%, SLA by 50%.

2. CX Performance & Efficiency
• Impact: Delivered $3.5M in annual operational savings.

3. AI-First Automation Strategy
• Impact: Achieved a 20%+ ticket deflection rate and 70% deflection in moderation.
customer service Customer Journey Customer Loyalty/ Retention customer experience AI Automation
inDrive
Global Director of Customer Support
Februar 2023 - Dezember 2024 (1 Jahr und 10 Monate)
In charge of Customer support in all regions of presence, including:
- Omnichannel customer support – 47+ countries
- Managing several lines of customer service
- Contact center management, VoC (Voice of customer)
- Customer support strategy
- Customer support automation
- Business expansion
- International team management, budgeting
DiDi
Customer Experience (CX) Director - Eastern Europe and Central Asia
März 2021 - Oktober 2022 (1 Jahr und 7 Monate)
In charge of CX in Eastern Europe and Central asia region including:
- Customer experience management (CX), VoC (Voice of customer)
- Omnichannel Customer support (CS), Contact center management
- Customer Journey Mapping (CJM) and continuous improvement
- Driver center operations (offline customer service)
- BPO management
- CX strategy
- CX automation
- Business growth/expansion
- International team management