Experience

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  Radware

  May 2019 - Oct 2020

  Customer support specialist

  • Acting as the escalation point for customer problems communicated to the IT team, providing timely solutions.• Managing customer retention by collecting feedback and ensuring process enablement and suitable solutions.• Acting as key function for operation processes by coordinating with suppliers, warehouses, and carriers.• Planning logistical methods of operation and shipping, and implementing the processes, while considering local regulations and compliance.

• 

  Infinidat

  Oct 2020 - Aug 2021

  Operations specialist

  • Collaborating with multiple stakeholders such as freight forwarders, customs brokers, and air terminals to ensure customer goals are maintained.• Planning projects strategy and monitoring their execution and performance.• Investigating performance issues to improve internal processes.

• 

  Unilog

  Aug 2021 - now

  • Act as the primary point of contact for all customer needs and requests, ensuring high levels of satisfaction.• Directly manage a team of 2 operations professionals and lead a 24/7 customer support desk with 10 members.• Enable company programs by developing operational methodologies, defining SOWs, and monitoring performance through KPIs.• Lead and implement company-wide strategic processes.• Lead Quarterly Business Reviews (QBRs). • Develop data dashboards for internal and customer use, facilitating informed decision-making.• Collaborate with internal stakeholders to design and deliver innovative solutions for customers.• Create and implement SOWs with new suppliers and partners, ensuring clear expectations and deliverables.• Measure SLAs and analyze data to inform business strategy and enhance performance.

  • Strategic account manager & team lead

    Jun 2022 - now

  • Account Manager

    Aug 2021 - Jun 2022