Jan 2022 – May 2023 · 1 yr 4 mos · Tel Aviv, Israel

• ✧ Manage a team, support scaling up and implement effective work processes, while optimizing costs and reducing cycle times.
• ✧ Architect a complex integrated process combining internal and outsourced resources to achieve a more consistent streamlined process and prevent team burnout.
• ✧ Act as the voice of the customer and work closely with R&D and Product teams to incorporate customer feedback.
• ✧ Key achievements:
• Implemented improvements to operations and service procedures to increase customer satisfaction.
• Reduced delivery of systems from 1 week to 2.5 days without compromising on quality nor costs.

Jan 2019 – Dec 2021 · 2 yrs 11 mos

• Key achievements:
• ✧ Awarded ‘Outstanding Manager’ 2019 based on the rate of changes implemented and improvement of all KPIs.
• ✧ KPIs & SLA improvement – met the 85% of customer calls must be answered within 20 seconds (prior to that was only 53%), increased availability and customer satisfaction, significantly decreased number of complaints, lowered employee turnover rates and stabilized the team.
• Key responsibilities:
• ✧ Lead and manage cross-organization processes & projects from design to implementation (structural, methodological, and technological).
• ✧ Lead a strategic flagship project to improve customer experience – place the customer at the center and align structures, procedures, processes, teams, technologies, training, routines, and practices to international standards.
• ✧ Define and implement changes in the service concept, technologies, and performance of the department and transform that into an organic growth engine.
• ✧ Spearhead a project to improve the customer journey from signing of the contract and up to payment, identify failures in the process, and make necessary adjustments based on lean 6 sigma methodology.
• ✧ Implement a CRM system: gather requirements and needs, develop, QA, implement, and train.
• ✧ Develop & implement KPIs, reports to monitor efficiency metrics, such as: SLAs, customer satisfaction & more.
• ✧ Manage a team of 2 managers and 25 workers (service, technical, financial & customer relations) as well as a budget; recruit, train, set goals, and motivate.
• ✧ Work closely with global HQ, and report indirectly (matrix) to VP Global Customer Service.

Jan 2016 – Dec 2018 · 2 yrs 11 mos

• ✧ Established the credit & collections department/team, including managing a local and global team (hundreds of millions of Shekels).
• ✧ Created cross-organization procedures and work routines, implemented supporting systems, specifically collection and debt prevention, risk management, defined KPIs, reports, & controls, generated & analyzed reports and identified trends.
• ✧ Co-managed the SAP ERP implementation project, specifically the collection module, including requirements definition of cross-organization processes, setting goals and budgets, metrics and control processes, re-engineered processes and trained, and resolved problems where such arose.

Jan 2013 – Jan 2016 · 3 yrs · Netanya Area, Israel

• ✧ Managed the branch as a P&L unit, increased overall activity and number of customers and met SLA targets.
• ✧ Streamlined processes, generated reports, managed the budget and monitored actual vs. forecast.

Jan 2009 – Dec 2013 · 4 yrs 11 mos · Hadera Area, Israel

• ✧ Managed several teams: sales, collection, service, and content writers advertising online courses.
• ✧ Trained, mentored and developed the human resource, providing professional tools and acted as a point of escalation for complex customer complaints.

Jan 2008 – Sep 2009 · 1 yr 8 mos · Tel Aviv

Jan 2005 – Dec 2008 · 3 yrs 11 mos · Tel Aviv

Jan 2003 – Jan 2005 · 2 yrs · Rosh HaAyin, HaMerkaz (Central) District, Israel