Aviv Dahan
Tel Aviv,Israel
Summary
Highly technical and experienced CS professional with a background in Technical Support, Management, and Information System Design and Development. Skilled in team building, CS operations, data analysis, and project management. Seeking a challenging role that will allow me to apply my broad range of expertise to drive operational excellence and growth.
Overview
7
7
years of professional experience
Work History
Head of CS
Mixtiles
Tel Aviv
08.2023 - Current
- Leading all Customer Service & Customer Experience teams and activities within Easyplant, Mixtiles' second largest business unit.
- Reduced headcount by 40% while ticket volumes increased by implementing automation, self-service, and multiple generative AI solutions.
- Migrating teams in-house, away from BPOs, to better serve North American customers and improve headcount and cost efficiency per ticket.
Director of Customer Experience & Support
www.lumen.me
Tel Aviv, Israel
10.2021 - 04.2023
- Managed and led all customer-facing operations of the company.
- Responsible for 35 employees across 4 groups handling ~15,000 tickets per month in domains of hardware and software technical support, product support, operations, logistics, nutrition domain expertise, membership, and more.
- Started a team in NY to better serve American customers.
- Grew the US team from 1 to 11 people between March 2022 and January 2023 and successfully opened a US office.
- Created a membership success team with the aim of retaining subscription revenue, leading to a 30% relative increase in subscription retention.
- Played a key role in pivoting Lumen into a subscription model by building the membership ecommerce infrastructure and leading technical/business pilots.
- Maintain Customer Satisfaction above 90%, and 3+ years reaching primary KPIs.
Customer Experience Team Lead
www.lumen.me
Tel Aviv, Israel
06.2020 - 10.2021
- Responsible for hiring and training of new CX team members
- Managed between 5-7 direct reports at any given time
- Created data infrastructure to support CS reporting in SFDC and BigQuery (CS Dashboards, Product Usage dashboards, ongoing analysis using SFDC, SQL)
- Consistently met and monitored TTFR, TTR, CSAT >90% as well as other KPIs
- Created the ticket review process for team members to ensure high quality customer engagement and continuous learning
- Succesfully developed a high-touch, scalable B2C onboarding process which lead to the creation of an onboarding team at Lumen
Customer Support Expert
www.lumen.me
Tel Aviv, Israel
07.2019 - 06.2020
- Joined Lumen as the 23rd Employee and first member of the customer services department
- Provided Technical Support to customers
- Built CS tools and CRM infrastructure to scale the ability to support customers and B2C automation flows
Tier 3 Technical Support Engineer
Namogoo
Herzliyya, Israel
01.2019 - 07.2019
- Provided Tier 3 technical support with ongoing investigation work facing R&D to open and resolve bugs for Namogoo's SaaS solutions
- Technical lead on strategic POC processes facing the largest ecommerce brands in the world
Technical Support Engineer
Namogoo
Herzliyya, Israel
04.2018 - 01.2019
- Built out the services knowledge base from scratch for the new SaaS solution
- Responsible for creating and maintaining the customer support infrastructure through Salesforce
- I built the live chat and implemented into the website and product
- Provided in-depth data analysis services to Ecommerce and Publisher clients on web performance and site security
Contract Software Engineer
Red Oak Capital Ltd.
Tel Aviv, Israel
12.2017 - 04.2018
- Worked with a trading strategist to gather requirements and break them down into technical tasks
- Programmed multiple automated trading bots that trade currencies with the goal of leveraging market signals to generate profit
Education
BCom - Computer Science and Information Systems
University of Cape Town
Cape Town12.2017
Skills
- Automation Design & Implementation
- Global Team Leadership
- Project Management
- Strategic Planning
- SQL & Data Analysis
- Python/Javascript/Java
- CRM/Salesforce Development
- ecommerce
Languages
- English (Mother tongue)
- Hebrew (Fluent)
- Afrikaans (Basic)
Hobbies and Interests
- Travelling the world
- Padel
- Passionate about Health & Fitness
Timeline
Head of CS
Mixtiles
08.2023 - Current
Director of Customer Experience & Support
www.lumen.me
10.2021 - 04.2023
Customer Experience Team Lead
www.lumen.me
06.2020 - 10.2021
Customer Support Expert
www.lumen.me
07.2019 - 06.2020
Tier 3 Technical Support Engineer
Namogoo
01.2019 - 07.2019
Technical Support Engineer
Namogoo
04.2018 - 01.2019
Contract Software Engineer
Red Oak Capital Ltd.
12.2017 - 04.2018
BCom - Computer Science and Information Systems
University of Cape Town