Shoshana Shapiro
Operations Executive
Jerusalem,Israel
Summary
Experienced operations team lead with a proactive, solutions-driven approach. Skilled in administrative support, team coordination, process optimization, and employee-focused project management. Proven ability to streamline operations, boost efficiency, and drive team success through strategic planning and clear communication. Adept at identifying improvement opportunities and implementing innovative solutions to achieve organizational goals. Known for fostering a collaborative work environment and motivating teams to deliver exceptional results
Overview
7
7
years of professional experience
2
2
Languages
Work History
Operations Executive
Zen Educate
10.2021 - Current
- Oversaw daily operations activities, ensuring smooth functioning across departments while maintaining high-quality standards.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Customer Service Manager
TeleGo
07.2020 - 10.2021
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Registration Manager
Ezra World Birthright
09.2018 - 07.2019
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
Call Center Phone Operator
Ezra World Birthright
02.2018 - 09.2018
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Worked closely with supervisors to identify areas of improvement in the call center processes that led to enhanced productivity levels among operators.
Education
Bachelor of Arts - Sociology & Communications
The Hebrew University of Jerusalem
Jerusalem, Israel 04.2001 -
Skills
Team leadership
Operations management
Project management
Process improvements
Strategy implementation
Strategy implementation
Timeline
Operations Executive
Zen Educate
10.2021 - Current
Customer Service Manager
TeleGo
07.2020 - 10.2021
Registration Manager
Ezra World Birthright
09.2018 - 07.2019
Call Center Phone Operator
Ezra World Birthright
02.2018 - 09.2018
Bachelor of Arts - Sociology & Communications
The Hebrew University of Jerusalem
04.2001 -
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