Paola Petrova

Paola Petrova is a CX Insights Senior Advisor at Shell with 16 years of experience in the customer experience, shared services, and administrative fields. They previously held roles at Taxback.com as a Senior Documents Specialist and Sales Agent before advancing to Shell, where they served as a Customer Operations Specialist and Coach. Paola has developed and enhanced customer insights programs, achieving significant increases in response rates and engagement. They hold a Master's and Bachelor's degree in Economics of the Industry from the University of Economics - Varna.