Customer Experience Manager

Context

Three years and three months (November 2021 to January 2025) in direct contact with customers: handling inquiries, resolving their needs, and proactively managing tense situations while keeping a positive environment for both customers and the team.

What I did

I acted as second-in-command to the shift manager, leading small teams of 3-4 people per shift and training new employees, with growing responsibility over those three years.

Relevance today

This experience strengthened my communication, conflict management, working under pressure, and ability to deal with users and teams — skills I apply today in tech: training colleagues and handling incidents under pressure, including mentoring interns at Nattia.