Alexander Papentin

- Cultivated and maintained strategic relationships with C-level executives in Automotive and Industrial sectors, driving collaborative solutions and expanding market reach - Led cross-functional teams to align expert resources with strategic opportunities for Daimler Trucks and Mercedes-Benz, orchestrating E2E sales cycles focused on enhancing customer experience and digital service offerings (Finance, HR, CX, and Procurement) - Directed the E2E management of opportunities, from qualification to closure

- Developed and scaled Customer Experience (CX) Centers of Excellence, identifying client needs and driving operational efficiency in customer service delivery - Oversaw the delivery of outsourced digital customer experience solutions for Mercedes-Benz and smart Europe, managing 200+ FTEs across global nearshore and offshore locations - Secured a $13m TCV new client, exceeding projected targets by 18% - Negotiated profitable contract renewals and upsell opportunities, driving a $1.5m ARR increase

- Fostered strong client relationships and drove business development for General Electric within the customer service sphere - Led two teams of 50 FTEs based in Romania and Mexico, delivering exceptional service while establishing a solid foundation for future growth

- Managed the delivery of high-quality digital CX services for Amazon’s North American retail market and European Digital Services - Directed global CX operations, managing 220 FTEs across offshore sites (Philippines, Senegal) and leading international technical support teams (150 FTEs) in Turkey and Germany - Conducted strategic business reviews, managed MBRs, contributed to RFP responses, and oversaw P&L management, ensuring profitability and driving continuous improvement in service delivery

- Led 2 major global customer service initiatives for Amazon, driving operational excellence and innovative service enhancements - Successfully launched and scaled the Technical Helpline (1st level) and B2B Seller Support programs, significantly improving customer support capabilities and driving customer satisfaction - Managed business development and coordinated offshore operations across 3 continents, overseeing 400 FTEs to deliver exceptional digital customer support and achieve KPIs

- Directed the development and execution of Below-the-Line (BTL) digital marketing strategies, focusing on promoting MTI Technology’s hybrid infrastructure, cybersecurity, and IT solutions, ensuring targeted outreach to key sectors such as finance, public sector, and healthcare - Developed and managed targeted direct marketing campaigns designed to generate qualified leads and drive sales of MTI Technology’s customized IT solutions, including hardware, software, and cybersecurity services

- Built and maintained strong client relationships, offering tailored Arcor/Vodafone solutions for mobile, broadband, and digital services - Generated leads and expanded business by targeting new clients and offering the company’s mobile and enterprise solutions - Developed sales strategies, negotiated contracts, and closed deals to meet or exceed sales targets - Tracked account performance, ensuring satisfaction and identifying upselling opportunities for Arcor’s/Vodafone’s services

Marketing, Project Management, Trade, Intercultural Management