Managed daily campervan rental operations in a high-volume international airport environment. Coordinated customer handovers and vehicle returns while maintaining strict operational excellence standards and improving international customer experience metrics.

Delivered high-tier multilingual technical support for international enterprise partners. Authored knowledge base articles, SOPs, and training documentation. Partnered with product and engineering teams to improve support processes and customer satisfaction.

Supervised customer operations workflows and user queue performance supporting Facebook business services. Oversaw quality assurance protocols, tracked SLA patterns, and executed workflow optimisation initiatives. Designed scalable SOPs to standardise critical operational processes.

Led customer operations teams on a Google account, owning KPI and SLA reporting, coaching team members, and building SOPs to standardize quality and process improvement across the team.

Led a specialist escalation team handling executive-level complaints, conducting root cause analysis, coordinating with stakeholders, and driving customer recovery on the most sensitive cases.