Paula M.

Paula M. has extensive work experience in customer experience and operations management. Paula began their career in 2010 as a Technical Support Representative at Computer Generated Solutions. Paula then worked at Arvato Services as a Customer Support Representative and later as a Quality Team Manager & Coach. In 2014, they joined TELUS International, where they initially worked as a Team Manager and later as an Account Operations Manager. Paula eventually became the General Manager Operations, overseeing 7 teams and 150 members.

In 2018, Paula joined Uber as a Regional Community Operations Manager and later took on the role of Regional Community Operations Leader (CEE) & CX Automation PM (CEE). Paula was responsible for managing customer support and community operations in Central and Eastern Europe.

In 2022, Paula moved to Glovo, where they served as the Head of Customer Experience Operations for Africa. Paula led the customer operations for 7 markets in the region, focusing on strategy, performance, operational excellence, and vendor management.

Most recently, in 2023, Paula joined Passion.io as a SaaS Product CX, Tech Support, and Retention professional.

Paula M. started their education in 2008 at VIA University College, where they studied Logistics, Materials, and Supply Chain Management. Paula then attended Universitatea Transilvania din Brașov from 2009 to 2012 for their bachelor's degree in Sociology, although the specific degree name is not provided. In 2018, Paula pursued a post-graduate degree in Digital Marketing - Customer Engagement, Social Media, Planning, & Analytics at Emeritus, which they completed in 2019.

In addition to their formal education, Paula has obtained several certifications to enhance their skills. In 2008, they completed the Cambridge Assessment English: Advanced certification from Cambridge Assessment. In 2015, they obtained the Coaching for Excellence certification from SwitchGear and the IExcel - Achieving Operational Excellence certification from ICMI. In 2016, Paula completed the Presentation Skills - Advanced Public Speaking certification from Dale Carnegie Training, followed by the Change Management certification from the same institution in 2017. In 2019, they obtained the Innovation of products and services: MIT's approach to Design Thinking certification from EMERITUS Institute of Management, and the Executive Education: Leadership & Culture certification from Harvard Business School Online in the same year.