• Conducted a comprehensive audit of customer service operations to identify areas for improvement. • Oversaw the successful transition from Gorgias to Zendesk, enhancing operational efficiency. • Recruited and trained new talent, implementing structured KPIs that improved team performance. • Eliminated a backlog of over 800 support tickets and increased CSAT to over 90% within 4 weeks. • Shared recurring customer insights via FAQ, helping reduce product-related inquiries by 30%. • Delivered personalized, bilingual (English & German) support to 200+ premium customers monthly, ensuring >93% satisfaction

• Led a team of 3 in the APAC region, enhancing customer retention through exceptional support and proactive service strategies. • Provide onboarding, maintenance, and technical support for SLA 3D printing systems, including CAD/CAM software, LCD printers, washing units, and nitrogen-based curing stations • Achieved over 95% customer satisfaction by managing communications effectively via HubSpot and WhatsApp. • Collaborate cross-functionally with Sales and Marketing to align CS with business, improving partner retention by 15%.

• Managed the German customer support team (4 members), while serving as Assistant Manager for the broader EMEA team of 20 (including also French and Spanish-speaking agents) • Lead the unification project over 2 years to standardized customer support operations across regions, streamlining SOPs and enhancing global service consistency • Resolved 1,000+ tickets/month across Zendesk, PayPal and Social Media Platforms with a CSAT above 90% • Authorized returns and warranty claims, ensuring alignment with internal policies and maintaining CSAT above 90% • Achieved a 17% reduction in support resource usage through strategic process optimization • Collaborated with Product and Marketing teams to integrate customer insights into product development and go to market campaigns • Trained and supported 5+ new hires, reducing onboarding time by 30%.

- Managing kindergarten classes aged two to six years with up to 14 students - Preparing lesson plans, supply lists and schedules - Preparing, performing and leading events, such as Christmas event, Halloween event, Mother’s Day and Graduation Show - Teaching a variety of classes including: phonics, writing, reading, math, art, P.E., role play, music, cooking, science and outdoor activities - Creating and correcting homework sheets - Evaluating students’ learning progress - Writing assessments for the parents

• Drove customer acquisition by cold calling and networking at international exhibitions, building relationships with industry professionals and expanding client base. • Maintained and organized the client database, ensuring accuracy and facilitating targeted communication • Balanced multiple projects, increasing workflow efficiency by 15% through structured coordination and implementation of new tools • Coordinated editorial projects under tight daily deadlines, delivering 100% on schedule.

- Updating teaching materials from Microsoft Office 2010 to Microsoft Office 2013 / 2016 - Customizing teaching materials and presentations to suit the corporate design