Operations & Customer Service Manager with 17 years of experience leading multi-country operations, customer-facing teams, service delivery, client onboarding, provider networks, and operational improvement across EMEA.
Proven expertise in day-to-day operations, workforce and resource planning, team leadership, onboarding and training, SLA/KPI and productivity management, customer experience, data analysis, process improvement, and project delivery. Experienced in using operational data to identify root causes, improve service quality, manage performance, and support management decision-making.
Strong commercial and operational background covering client onboarding, business development, proposal pricing and underwriting, strategic partnerships, service solutions, and stakeholder negotiation, with experience coordinating multicultural teams and complex operations across insurance, assistance, automotive, healthcare, and customer service environments.