Salesforce & Enterprise CRM
With over five years of dedicated Salesforce platform experience across global retail, e-commerce, and software, I design CRM systems that streamline operations while honoring the human connection at every touchpoint.
My Philosophy: Technology in Service of Human Care
A CRM system is not just a database of customers or a mechanism to extract metrics. It is the operational nerve center where an organization interacts with real people. When a customer reaches out because an order was delayed, a product arrived broken, or they have a technical question, they are vulnerable.
My job as a Salesforce specialist is to eliminate technical friction for the agents. When software is clean, intuitive, and properly automated, service representatives are free to listen, show empathy, and solve problems quickly.
Rituals Cosmetics: Scaling Omnichannel Care Across Europe
Rituals Cosmetics is a global luxury home and body cosmetics brand originating in Amsterdam, renowned for promoting mindfulness and slowing down. Here is how I helped scale their Salesforce infrastructure.
Omnichannel Service Cloud
Implemented and refined Salesforce Service Cloud across multiple European countries and languages. Structured intelligent Omni-Channel routing so customer inquiries (email, chat, social, phone) landed with the right native-language agent instantly.
Store & Online Unification
Connected customer touchpoints across physical luxury boutiques and digital e-commerce storefronts. Enabled customer service representatives to view unified purchase histories, loyalty tiers, and past conversations in a single Lightning console.
Mindful Automation
Automated repetitive case tagging, returns notifications, and SLA escalations using Salesforce Flows. This reduced manual click-fatigue and allowed service teams to spend their time writing personal, warm replies aligned with the brand tone.
Key Achievements at Rituals
- Peak Season Resilience: Prepared and maintained Salesforce Service Cloud stability during holiday sales spikes (Black Friday, Christmas) handling massive surges in order queries.
- Agent Console Ergonomics: Simplified agent page layouts, removing redundant fields and integrating pre-approved macros to speed up first-response resolution.
- Knowledge Management: Structured an intuitive internal knowledge base for agents, ensuring consistent policies across international return windows, packaging questions, and product ingredients.
From E-Commerce Scale to Global Tech Support
Wehkamp (Netherlands)
E-Commerce RetailWorked within the customer care ecosystem of one of the Netherlands' leading online retail department stores. Focused on high-throughput case handling, logistics tracking, return reconciliations, and improving automated contact routing.
IAR Systems (Sweden)
B2B Developer SoftwareCurrently serving as CRM Manager overseeing global Salesforce operations for embedded systems and developer tools. Successfully integrated Venizum translation software to automate multilingual localization of Salesforce Knowledge base articles for engineers worldwide.