Tuan Le

In my role as Senior Operations Manager (CX), I am responsible for providing insights and advice to deliver the best in class customer experience to our entire customer network. This includes topics like workforce management and capacity planning to make sure that our customers will receive feedback from our customer facing teams in a timely manner. To complete a great customer experience, I have introduced and implemented a quality assurance program in our CX group.

In 2019 I transitioned from my role in the Customer Success group and took responsibility as CX Operations Manager to support the CX management. In this role, my primary focus was to support the CX management by providing data to make data informed decisions. Among others, my responsibilities included: - Team performance reporting - Creating concepts for process and performance optimisations - Tool implementation, management and training (Aircall & Intercom) - OKR/KPI reporting - Data analytics