SMADAR KITAY
Summary
CS & CX Executive with expertise in Call Center Operations, Data Analytics, and Project Management. Driving Innovation, Implementing New Technologies and Leading Digital Transformation Initiatives. Skilled in Developing Managers, inspiring high-performing teams, and delivering results. Experience with High-Tech Start-Ups & Global Retails Chains – working in different sectors, with multicultural stake holders with both small and large scale organizations. Bilingual in English and Hebrew.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Commander & Instructor
- Commander & Instructor - Male training boot camps.
- Lieutenant - Responsible for training at the female officer’s training camp.
Head of Customer Service
KIMBERLY CLARK ISRAEL
01.2023 - 01.2025
- Management of 3 unique business teams, developing customer service and sales policies, and implementing effective service strategies and processes.
- Design and rollout of new support channels and improved software tools, including Salesforce CRM, CommBox Omni-Channel integration. VoiceCenter Telephony System, SAP and more.
- Monitor and assess customer service performance metrics by developing new department reports.
- Managed the merge with a 3rd party support function.
- Handled a 42M project.
- An ongoing work with global teams, mostly in India and the US.
Customer Service Director
QUIK / carrefour ONLINE SHOPPING CALL CENTERS
01.2020 - 01.2023
- Implemented and executed policies and procedures to facilitate a quality customer service experience.
- Monitored business and process metrics to measure and manage company's service level and budget control.
- Re-organized the department to shift from a telephony support based system to a fully digital based support, including the design and implementation of systems, and an online support BOT to improve efficiency.
- Provided transparency to the cost and value of services.
Sales & Service Call Center Manager
UNILEVER FOOD SOLUTIONS ISRAEL
01.2018 - 01.2020
- Implemented new workflow procedures to improve business results of internal and external Key AMs.
- Identified new business needs and implemented process changes and new technologies accordingly.
Education
MA - Organizational consulting & Business Development
Haifa University
BA - Behavioral Sciences (Specialization in Psychology, Sociology and Criminology)
Bar-Ilan University
Army Service
- Commander & Instructor, Male training boot camps
- Lieutenant, Responsible for training at the female officer’s training camp
Timeline
Head of Customer Service
KIMBERLY CLARK ISRAEL
01.2023 - 01.2025
Customer Service Director
QUIK / carrefour ONLINE SHOPPING CALL CENTERS
01.2020 - 01.2023
Sales & Service Call Center Manager
UNILEVER FOOD SOLUTIONS ISRAEL
01.2018 - 01.2020
Commander & Instructor
BA - Behavioral Sciences (Specialization in Psychology, Sociology and Criminology)
Bar-Ilan University
MA - Organizational consulting & Business Development
Haifa University
Similar Profiles
Mohanad Abdel-RahmanMohanad Abdel-Rahman
Academic Peer Tutor at NAAcademic Peer Tutor at NA
Shlomo JaffeShlomo Jaffe
Highschool Math Tutor at NAHighschool Math Tutor at NA
CLÉLIA CROZE-LABBECLÉLIA CROZE-LABBE
Baby sitter at NABaby sitter at NA
Jaylen Tindale-SeymourJaylen Tindale-Seymour
Property Maintenance at NAProperty Maintenance at NA
Omer GadotOmer Gadot
Commander & Instructor at BSMACH at InstructorCommander & Instructor at BSMACH at Instructor