As part of a cross-functional team at an international insurance company, I contributed to a project aimed at redefining customer communication by automating key service interactions through chatbot implementation. The objective was to support the customer service team by reducing manual tasks and improving customer experience on both national and international levels.

My role involved supporting the entire chatbot lifecycle—including the conception, development, setup, and implementation phases. I collaborated on designing conversation flows, training the Natural Language Processing (NLP) model to accurately understand customer queries, and integrating the chatbot with internal systems such as CRM and helpdesk platforms.

The chatbot was developed to handle high-volume, repetitive customer requests (e.g., policy information, claims status, and document handling), and was optimized for multilingual use in compliance with GDPR and other regional data protection regulations.

Following national and international implementation, the chatbot helped reduce support load, improve first-response times, and allowed the customer service team to focus on more complex queries—ultimately contributing to a more scalable and efficient communication strategy across markets.

Supported the rebranding strategy of a professional training center by conducting in-depth customer and market research. The objective was to identify key customer personas—defining their needs, motivations, goals, challenges, and expectations—to align the brand with their perceptions and demands.

The project involved market analysis, customer segmentation, and persona development based on data-driven insights. I analyzed how potential customers perceive the brand, what they value in continuing education, and which pain points they experience when choosing a training provider. These insights formed the foundation for a strategic rebranding process that aims to position the business more effectively in a competitive education landscape and better satisfy its target audience.

Collaborated with a small German insurance company to develop and implement a Google Ads campaign aimed at attracting new customers in a highly competitive market dominated by major insurers. The campaign was optimized to drive direct calls from potential clients. Within 24 hours of launch, the company received its first inbound leads.

In addition to campaign execution, I provided hands-on training and support, enabling the team to understand, manage, and audit their own Google Ads account. After just three weeks, they were independently creating and optimizing campaigns. The initial campaign delivered strong results by increasing inbound inquiries and driving online policy purchases, laying a solid foundation for sustainable digital marketing efforts.