What I bring to the table
Team Leadership & Motivation
My greatest strength is my ability to lead high-performing teams, unite them behind a common goal, and create an atmosphere everyone enjoys coming to work. I lead by example, inspiring teams to reach their full potential while fostering a culture of continuous improvement. For me, it's essential to earn the team's trust by actively seeking feedback, removing barriers to success, and communicating with transparency and honesty. My priority is to clarify the team's direction, ensuring everyone understands the long-term strategic objectives and feels like a valued part of the bigger picture.
But don't just take my word for it! Head over to the Said About Me page to see what my former team members and colleagues have to say.
(Data-Driven) Decision Making
I thrive under pressure, making smart decisions by quickly identifying opportunities and solving problems. My knowledge of risk management and comfort with uncertainty keep me moving forward, even when the path isn't clear. While experience and intuition play key roles in my decision-making, data is at the core of every move I make. When targeting development, understanding the starting point and evaluating the impact through numbers is important.
Customer Experience Development
I focus on developing strategies that foster customer satisfaction and loyalty, contributing to a higher customer lifetime value. I have a deep understanding of mapping the key stages and touchpoints of the customer journey, identifying what influences customer satisfaction the most and how to measure it. From marketing to after-sales operations and expansions, I understand the role each team plays in shaping the customer experience.
Getting Things Done
I excel at sculpting future visions into a clear roadmap. I maintain a long-term focus while executing each step with precision and passion. Prioritization is key — identifying must-win battles and leveraging quick wins to drive immediate impact. I'm talented at seeing the bigger picture and understanding how each team contributes to the goals, ensuring that cross-functional efforts are aligned to reach the finish line.
People-Centric Approach
Even though I'm a highly rational and results-driven personality, I always focus on people first. Whether it's building high-performing teams, creating great product user experiences, or crafting outstanding customer journeys, lasting results can only be achieved by truly understanding the people involved. The key lies in asking the right questions, actively listening, and interpreting data to support informed conclusions.
Operational Excellence
I'm passionate about driving process improvements to make them better, faster, and more efficient. Lean thinking comes naturally to me — I quickly identify stages where time is wasted on non-value-adding activities and know how to keep the wheel of continuous improvement rolling. I believe in scaling operations through the smart use of technology and prioritizing development effectively. I empower teams to work smarter, not harder.
Swiss Army Knife Adaptability
Drop me into any situation, and results will follow. Through my experience across various roles within organizations, I've developed a versatile understanding of how different business functions drive strategic objectives. This expertise, combined with my ability to quickly understand complex entities, enables me to quickly grasp the essentials of any business process and deliver impactful outcomes.
Expertise in
- Leading transformation
- Building teams, processes, KPI dashboards, and workflows from the ground up, including recruiting new talent
- Developing SaaS business and digital products
- Driving B2B sales through a dealer network
- Automating workflows, customer communications, and data flows
- Building comprehensive quality and risk management systems
- Facilitating steering groups and workshops
Notable achievements
- Built a new Customer Success Team
Established a completely new Customer Success team, defined roles, and developed processes to support digital product customers, resulting in Framery's first-ever digital service subscription sale. The team ensured successful onboarding and product adoption for all customers, focusing on building strong relationships that promote loyalty and account growth. - Build a new Technical Support Team
Established a new Technical Support team, hired a team leader, and refined processes and operating methods. We significantly improved the first response time from two weeks to just a few days and reduced the "Waiting for Service" ticket queue from 100 to just 10. As a result, we achieved an average Customer Satisfaction Score (CSAT) of 4.8. - Automated customer communication
Implemented a new Customer Success Management system to automate after-sales customer communication using CRM and AWS data. This system automated the delivery of hundreds of personalized onboarding messages each month, ensuring they reached the right customer segment and person at the optimal time, all without requiring any manual intervention. - Led major aftercare project
Directed Framery's largest aftercare project, achieving an NPS of over +80. This project involved training and equipping 30 Framery employees to travel to 12 countries, visit 130 customers, and service 900 phone booths and meeting pods. - Achieved first ISO certifications and published Sustainability Report
Led the development efforts that resulted in Framery obtaining its first ISO certifications (ISO 9001, ISO 14001, and ISO 45001) and published the first Sustainability Report following the practices of the GRI standard.
It's important to recognize that these achievements are not mine; they are the result of the collective efforts of the dedicated and amazing teams I have had the privilege to lead — success is always a shared accomplishment.
Alright, enough of me talking about my strengths.
Head over to the Said About Me page to explore what others have to say about working with me!