I am a repeat Stella Service Elite award recipient
I have mentored fast-paced and diverse teams
I thrive in challenging and evolving environments and am energized by research, development, and analytics
I have planned, designed, and implemented processes and procedures for a fortune 200 company

Experience

  • HEAD PROJECT MANAGER

    at Metrics Legal

    February 2019 - at Present

    Jerusalem

    Oversee business enterprises companywide with proven success in designing and fulfilling customer service strategies. Streamline internal policies and procedures for optimum function with collaboration across all departments. Own product journeys from research and creation to production. • Developed and launched SLA target that resulted in IT ticket resolution time reduction from an average of five days to one business day. • Created and launched a customer support team for the entire lifecycle of a product. • Aligned internal systems for methodology and data collection to provide accurate and functional results. • Customized billing system that assured rapid response time and reinforced quality.

  • HEAD OF CUSTOMER CARE – BRAND ENGAGEMENT

    at Altria

    February 2016 - at Present

    Jerusalem

    Led a Fortune 200 company by implementing strategies for the world’s second-largest e-vapor company. Directed all customer care managers and support teams. Researched all aspects of brands from product design to target audience, pioneered and launched support journey procedures. Provided critical information such as performance reviews, channel strategy analysis, and Voice of Customer insights to executive management and brand partners. • Two-time winner of the Stella Service Elite Award for superior customer service and performance. • Developed SLAs and restructured service levels, increasing customer satisfaction metrics to at or greater than 90% within one business day. • Created and implemented infrastructure and protocols for customer-initiated interactions across all mediums. • Revamped bonus structure to include metrics such as personal growth and improvement, and an emphasis on customer care, resulting in increased sales.

  • STRATEGY COORDINATOR

    at Altria

    February 2016 - at Present

    Jerusalem

    Collaborated with lawyers and stakeholders to refine business standards, procedures, and protocols to ensure a productive, successful, and cohesive workflow. Managed critical support brand products and redesigned protocols that enhanced documentation and communication, leading to a cohesive and functional team in compliance with FDA regulations. Maintained accountability for CYNC and VERVE integration including order management, coupons and appeasement structure, and customer care pricing modules. Supervised company-wide projects; planned and launched brand projects and partner strategies. Directed all customer care managers and support teams. • Generated programs for bonuses and incentives departmentwide. • Designed gamification program to increase interdepartmental communication and collaboration. • Coached customer support team, resulting in a team consisting of 80% top performers from a starting point of 30%, based on Stella Service metrics.

  • Risk Management Specialist

    at Altria

    February 2016 - at Present

    Jerusalem

    • Investigated irregularities and non-compliant issues orders out of $40M annual sales. • Trained new Customer Service representatives to perform risk management evaluations.

  • Level 2 tier IT help desk Manager

    at Contractor

    January 2014 - at Present

    Jerusalem

  • Forex Trader

    at Independant

    January 2010 - at Present

    Jerusalem

  • PERFORMANCE MANAGER

    at Altria

    February 2016 - February 2017

    Jerusalem

    Designed and implemented quality assurance practices for customer service utilizing key performance indicators (KPIs). Devised strategies and trained teams in professional development plans that ensured promotions for 90% of participants. Assembled and collaborated with a two-time Stella Service Award winning team.

Education

  • Bachelor of Applied Science in Computer Science

    at University Of The People

    2018 - at Present (2 years)

  • Product Management

    at Product Managment

    2018 - 2018 (1 year) Jerusalem

  • PMP from PMI

    at PMI

    2018 - 2018 (1 year)

  • SQL Data Analysis

    at SQL

    2018 - 2018 (1 year)

  • The power of presence

    at Barry Katz

    2018 - 2018 (1 year) Jerusalem

  • N.E.W.S.

    at Momentum Group

    2017 - 2017 (1 year) Jerusalem

  • A Levels

    at Menorah Grammar School

    2007 - 2014 (7 years) London

Languages

  • English Native

  • Hebrew Elementary

Hives