Job Application

Eleni Bifsha

Applying for
Director, Customer Support Management
Honeywell Aerospace Technologies — Customer Experience EMEAI

Customer experience and operations leader with 13+ years building world-class service delivery across multi-site regional portfolios. I bring the cross-functional influence, regional leadership depth, and AI-enabled operational rigor this Director role demands.

  • 42% revenue growth through CRM optimization and demand strategy
  • 95% CSAT sustained across omni-channel operations
  • AED 10M+ in events revenue via strategic client relationships
  • Led centralized regional CX across 7 venues, teams up to 12
Eleni Bifsha
Why This Role

What Honeywell is Building in EMEAI

Honeywell Aerospace Technologies is investing in a Director who can unify a distributed regional team across the Middle East, India, and Africa to deliver a measurably better aftermarket airline customer experience — raising industry survey rankings and deepening operator relationships at scale.

The role sits at the intersection of strategic relationship management, operational transformation, and cross-functional leadership — requiring someone who can deploy a Management Operating System, influence ISC and Engineering, and drive sales leads, all while managing VIP escalations and regional compliance obligations.

This is precisely the leadership profile I have built over 13 years: scaling multi-site CX operations, deploying AI-enabled automation and dashboards, orchestrating high-value client programs, and building the process infrastructure that enables teams to perform consistently at the highest level.

Tailored Summary

Professional Profile

Customer experience and operations leader with 13+ years driving world-class service delivery across multi-site regional portfolios, including building and leading teams of up to 12 across reservations, guest relations, and events functions. Proven track record delivering measurable results — 42% revenue growth through CRM optimization, 95% CSAT across omni-channel operations, and AED 10M+ in events revenue through strategic client relationship management.

Expert in cross-functional collaboration, operational transformation, and deploying AI-enabled automation to improve efficiency and decision-making. Skilled at developing executive reporting frameworks, operational dashboards, and scalable processes that enhance customer satisfaction and drive commercial outcomes.

Multi-site / regional CX leadership across 7 venues simultaneously
Team management up to 12 across reservations, guest relations, and events
42% revenue growth via CRM optimization and demand strategy
95% CSAT across omni-channel operations
AED 10M+ in events revenue through strategic client relationship management
Cross-functional collaboration: marketing, operations, sales coordination
AI-enabled automation deployment and operational transformation
Executive reporting frameworks, MOS-style dashboards, and scalable processes
Relevant Experience

Results That Map Directly to This Role

95% CSAT · 7 Venues · Teams up to 12
Regional Customer Support at Scale

Led centralized regional customer support across seven venues — managed teams up to 12 and sustained 95% CSAT with sub-3-second multi-channel response times, demonstrating ability to drive consistent operator satisfaction at scale.

Regional Leadership Omni-Channel CX Team Management
42% Revenue Growth · 7-Venue MOS Dashboard
CRM Optimization & AI-Enabled Automation

Implemented CRM optimization and AI-enabled automation pipelines plus a seven-venue master dashboard (MOS-style), accelerating decision-making and delivering 42% revenue growth through improved retention and demand management.

CRM Optimization AI Automation Management Operating System
AED 10M+ in Revenue Generated
High-Value Customer Events & Client Programs

Orchestrated cross-functional customer events and client programs that generated AED 10M+ in revenue, coordinating marketing, operations and sales to drive high-value engagement and sales leads — directly paralleling Honeywell Operator Conferences and Customer Appreciation Events.

Event Execution Sales Lead Generation Cross-Functional Coordination
11 Venue Openings · Knowledge Platform Built
SOPs, Scalable Infrastructure & Compliance

Designed and deployed SOPs and a staff operations knowledge platform, and built operational infrastructure for 11 venue openings — standardizing processes, accelerating scale-up and ensuring consistent service delivery and compliance across the region.

Process Design Operational Compliance Scalability
Why Me

Why I Am a Strong Fit for This Role

This role demands a leader who can unify regional teams, elevate customer perception, and drive cross-functional collaboration to solve complex problems — exactly what I have delivered across multi-venue portfolios in the Middle East.

01
Regional CX Leadership
Led centralized customer operations spanning seven sites in the Middle East, maintaining 95% CSAT while coordinating across reservations, guest relations, and events functions to ensure seamless service delivery.
02
Commercial Acumen
Generated AED 10M+ in revenue through strategic client relationship management and drove 42% revenue growth via CRM optimization and demand strategies — the commercial rigor a Director-level role requires.
03
AI Strategy & MOS Deployment
Built and deployed AI-enabled automation pipelines and executive dashboards that improved decision-making and operational efficiency — directly aligned with Honeywell's emphasis on AI strategies and Management Operating Systems.
04
VIP Escalations & Cross-Functional Influence
Experienced in hosting high-profile events, managing VIP escalations, and influencing cross-functional teams across operations, marketing, and sales to meet service commitments and commercial goals.
05
Process Rigor & Compliance
Designed and deployed SOPs, knowledge platforms, and operational infrastructure for 11 venue openings — ensuring consistent delivery standards, compliance, and scalable process governance across the region.
My Action Plan

90-Day Plan: Director Customer Support Management

A phased approach to diagnosing the region, implementing quick wins, and scaling a world-class Management Operating System across Middle East, India, and Africa.

Phase 1 · First 30 Days
Diagnose & Understand
  • Conduct in-depth reviews of current MOS, performance metrics (CSAT, NPS, SLA) across Middle East, India, and Africa
  • Meet with all Customer Support Managers, key internal stakeholders (Sales, ISC, Engineering, Contracts, Aftermarket), and top regional airline customers
  • Analyze recent customer survey results and industry rankings to pinpoint perception gaps and root causes
  • Map out the Customer Connect contact plan and review current communication cadence and content
  • Audit compliance processes (Export, contractual) and identify any immediate risks
  • Assess team structure, skills, and engagement — identify high-potential talent and development needs
  • Shadow frontline teams to observe real-time customer interactions and escalation handling
  • Review event planning processes for Operator Conferences, Forums, and Customer Appreciation Events
Phase 2 · Days 30–60
Optimize & Implement
  • Launch targeted quick wins: streamline service request handling, reduce response times, address top recurring customer complaints
  • Pilot improvements to the Customer Connect plan — personalize messaging and increase proactive outreach to key operators
  • Introduce operational dashboards for real-time visibility into support KPIs, leveraging automation and reporting experience
  • Standardize escalation and dispute management processes to ensure VIP issues are resolved swiftly and transparently
  • Initiate cross-functional task forces with ISC, Engineering, and Contracts to address top customer-impacting issues
  • Begin deploying process rigor and best practices from previous operational transformation projects
  • Support and co-host at least one regional Honeywell event — use it to strengthen relationships and gather direct feedback
  • Launch a regional communications strategy for customer support content and Honeywell promotion
Phase 3 · Days 60–90
Scale & Standardize
  • Roll out a Management Operating System (MOS) with clear ownership, escalation paths, and regular performance reviews
  • Deploy standardized, automated reporting and dashboards for all regional support teams — data-driven decision-making at every level
  • Formalize and document SOPs for all key support processes, ensuring consistency across the region
  • Establish a cadence for Customer Connect reviews and continuous improvement based on feedback and survey results
  • Launch survey improvement plan — target measurable gains in customer perception and industry rankings
  • Develop and implement a talent development plan, leveraging coaching and cross-training to build bench strength
  • Strengthen compliance monitoring in collaboration with the global Export Compliance team
  • Present early results and next steps to VP Customer Experience EMEAI — demonstrating business impact and operational improvements
Success in the First 90 Days
Improved customer satisfaction metrics and faster response times
Enhanced visibility and control over regional support operations
Stronger, more strategic relationships with key customers and internal stakeholders
Quick wins delivered with a clear roadmap for ongoing improvement and scalability
Team engagement and alignment around a unified customer experience vision
Let's Talk

Ready to Drive World-Class CX Across EMEAI

My background in regional multi-site customer operations, AI-enabled process transformation, and strategic client relationship management aligns directly with what Honeywell Aerospace Technologies is building in the EMEAI region. I have operated in the same markets, delivered measurable results under comparable complexity, and built the kind of infrastructure — people, processes, and technology — that sustains excellence at scale.

I would welcome the opportunity to discuss how my experience translates into day-one impact for this role. I am ready to contribute to Honeywell's mission of elevating customer perception and delivering world-class service to your Aftermarket Airline customers across Middle East, India, and Africa.

Eleni Bifsha Director, Customer Support Management Candidate