Efrat Rotsztejn
Dublin
Summary
Results-driven manager known for high productivity and efficient task completion. Specialize in strategic planning, process optimization, and team leadership. Excel in problem-solving, decision-making, and communication, ensuring seamless operations and project success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Enterprise Customer Service Manager
Amazon Web Services
Dublin
07.2022 - Current
- Managed a team across multiple locations around Europe and the USA, focusing on governments and public sector customers.
- Built and established a strong partnership and collaboration between CS and the AWS Partners program.
- Coordinated with stakeholders to ensure successful completion of projects on time and within budget.
- Developed strategies to improve customer service, quality assurance systems, and business processes.
Customer Service Team Lead
Amazon Web Services
Dublin
01.2021 - 07.2022
- Implemented new systems and technologies designed to improve efficiency and accuracy.
- Enforced compliance with company standards related to security and quality assurance.
- Participated in recruitment activities, such as interviewing potential candidates, as a hiring manager.
- Created reports outlining customer service metrics such as response times, resolution rates, and customer satisfaction.
Technical Customer Support Specialist
Amazon Web Services
Dublin
11.2019 - 01.2021
- Supported Enterprise customers with billing, access, and account issues.
- Implemented strategies for improving customer service experience and developed training materials.
- Resolved complex problems related to AWS billing, created custom reports to track usage trends, and cost optimization in the cloud environment.
SMB/Large Customer Experience Associate
Accenture/Google
Dublin
02.2018 - 10.2019
- Providing support to enterprises customers with Google’s online advertising products (especially Ads &
Analytics) - Identify trends and solve problems facing multiple large clients. Helping customers drive results via their marketing campaigns through consultation, account optimization, and billing inquiries.
- Focus on SMB/large customer satisfaction by driving the right product adoption for the right customer.
Education
Master of Science - Business Analytics
Dublin Business School
Dublin09-2022
Bachelor of Science - Business Administration & Information Technology
Georgia Institute of Technology
Atlanta, Georgia12-2016
Skills
- Training and mentoring
- Sales Promotion
- Performance Management
- Data Analysis including SQL, Python, R, RapidMiner, Power BI, Tableau
- Marketing including Google Ads, Google Analytics, Merchant Center
- Project Management
Certification
- AWS Cloud Practitioner
- Google Ads & Analytics
- Diploma in Predictive Data Analytics
Languages
Hebrew
First Language
English
Proficient (C2)
C2
Spanish
Advanced (C1)
C1
Timeline
Enterprise Customer Service Manager
Amazon Web Services
07.2022 - Current
Customer Service Team Lead
Amazon Web Services
01.2021 - 07.2022
Technical Customer Support Specialist
Amazon Web Services
11.2019 - 01.2021
SMB/Large Customer Experience Associate
Accenture/Google
02.2018 - 10.2019
Master of Science - Business Analytics
Dublin Business School
Bachelor of Science - Business Administration & Information Technology
Georgia Institute of Technology
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