Dima Matsopa

Head of Service Delivery

Expertise

Service Delivery Management, Remote Team Leadership, Customer Support Operations, ISO 9001/27001 Compliance, Performance Management, CRM Implementation, SLA Management, Conflict Resolution, Attrition Management, Quality Assurance.

Education

  • Master’s Degree in Biomedical Engineering
  • Bachelor’s Degree in Radioelectronic Devices

Awards and Honors

  • Apple Certified Technician

 

As the Head of Delivery at a customer support BPO, I lead the delivery operations, focusing on driving efficiency, quality, and client satisfaction.

With a background in service delivery management, I’m passionate about fostering a collaborative environment, promoting best practices, and ensuring that my teams consistently exceed expectations. My leadership approach emphasizes continuous improvement, innovation, and adherence to ISO standards.

Experience

CSR, Tech Team Lead, Tech Coach, Support Lead, Service Delivery Manager, Head of Delivery

 

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