Management of online support channels, home healthcare plans, authorizations, and activation of travel insurance. Monitoring of quality, productivity, and management KPIs. Implementation of continuous improvement strategies for operational efficiency and user satisfaction.

Leadership of multi-segment support teams, KPI management, experience in continuous improvement, process optimization and user satisfaction.

Telephone channel supervision, B2B support, strategic liaison with external suppliers, KPI tracking, cost control, and quality auditing. Operational optimization and improvement of the corporate customer experience.

Management and supervision of the national telephone channel, B2B support, quality auditing and data analysis.

Monitoring and analysis of commercial and operational KPIs, optimization of time and productivity, definition of action plans and quality control to improve customer experience and loyalty.

Management and coordination of back office, loyalty, inbound and outbound teams, with a focus on sales management and retention.