● Monitored the quality of customer interactions and end-to-end lifecycles for 50–100 monthly international B2B orders, analyzing SLAs, response times, and CSAT to ensure service excellence. ● Identified performance gaps and executed workflow optimizations within SAP ERP; created and updated operational documentation, quality guidelines, and SOPs, reducing the operational backlog by 30%. ● Leveraged AI tools (ChatGPT, Gemini) to analyze data trends, draft professional client communications, and streamline daily operational workflows. ● Collaborated with cross-functional teams (global warehouses, supply chain) to resolve operational bottlenecks, acting as the primary escalation point for customer retention and continuous improvement. ● Sustained 98% SLA compliance and 97% CSAT score across APAC, North America, and Mexico.

● Conducted regular 1:1 coaching and feedback sessions with junior Customer Operations staff based on reviews of customer communications and performance assessments. ● Negotiated and monitored commercial SLAs, proactively resolving complex billing, delivery, and escalation issues to maintain high client satisfaction and retention rates. ● Interpreted operational data to generate comprehensive performance reports and trend analyses, guiding senior management strategy and identifying opportunities for process improvement. ● Bridged the gap between sales, logistics, and finance teams to minimize operational downtime and ensure on-time service delivery. ● Maintained exceptional client retention rate by transforming high-stakes escalations into positive customer outcomes.

● Conducted in-depth market research and trading-related analysis within the energy sector to support strategic business decisions. ● Compiled and analyzed data on supply, demand, and pricing fluctuations to identify emerging market opportunities, risks, and shifts in customer behavior.

● Delivered technical consultation to industrial clients, identifying operational issues and recommending solutions. ● Built strong client relationships by aligning solutions with operational and business needs.