Laura Capet

Relocated internationally to Germany and managed the full resettlement process. Obtained Professional Scrum Master I (PSM I) certification. Advancing German language skills through Goethe Institut intensive courses, currently at A2.2 and targeting B2. Continuing professional development through LinkedIn Learning and Udemy.

4+ years leading CX teams of up to 15 agents across a cross-regional, multi-cultural environment. Developed 2 SMEs, 5 specialists and 1 Team Lead through structured coaching and development plans. Built and onboarded a 10-agent cross-regional team from scratch, achieving full KPI compliance within 6 months. Co-authored 20+ SOPs, redesigned performance dashboards, and drove process improvements in an Agile-style delivery model. Facilitated business reviews with client stakeholders and cross-vendor partners.

Handled Tier 2 cases including behavioral bans and account compromises, and provided peer assistance on complex investigations, holding approval authority over penalty decisions. Collaborated with SMEs to identify inefficiencies in existing workflows and contribute to more streamlined, customer-focused procedures.

Managed multi-channel customer inquiries across email, social media, and phone. Identified recurring issues and developed solutions, trained new agents, and conducted QA reviews to track service quality trends.

Managed client orders, contract negotiations, and compliance. Drove product promotion initiatives and consistently achieved sales targets.

Supported the General Manager and Project Manager with scheduling, correspondence, and day-to-day operations. Acted as liaison between management and the Finance and HR departments, and handled personnel files, labor contracts, and payment monitoring.