Enrique Briceno
Team Lead B2b & B2c Operations @Foodspring
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WORK HISTORY
Team Lead B2b & B2c Operations @Foodspring
Berlin, DE
Lead Customer & Consumer Services operations, driving team leadership, process optimization, and AI automation to enhance efficiency across B2B and B2C service workflows.Key Responsibilities & Achievements- Team Leadership & Restructuring – Integrated B2B and B2C teams into a unified framework, improving efficiency, cross-functional collaboration, and service quality- Supply Chain & Order Management – Partnered with Warehouse and Logistics teams to streamline order fulfillment, minimize delays, and ensure seamless processing in NetSuite and Salesforce- Cross-Functional Pricing Management – Collaborated with data teams and Sales Account Managers to align on customer pricing models in NetSuite, standardizing pricing accuracy and reducing discrepancies- AI & Chatbot Optimization – Designed and implemented 30 new intent trees, reducing chatbot escalations from 13% to 5% by improving automated response handling. Increased chatbot effectiveness, leading to hundreds of deflected cases, fewer tickets created, and improved customer experience through faster self-service resolutions- Process Optimization & Operational Improvements – Developed frameworks to enhance ticketing workflows, reduce response times, and optimize internal knowledge bases, driving faster resolutions- Employee Development & Mentorship – Coached and mentored team members, increasing engagement and fostering a continuous improvement culture.Technologies & Tools:Zendesk, Salesforce, NetSuite, Tableau, AI Chatbots, Excel, Intent-Based Automation
EDUCATION
Goethe Institut (Germany)
A1 Level
Williamsport (U.S.A.)
High School
bbw Akademie für Betriebswirtschaftliche Weiterbildung Berlin
B1 Level
Hagerstown Community College
Computer Science
Pensacola State College
Computer Science
ITAS Giuseppe Scarabelli (Italy)
High School
ABOUT ENRIQUE BRICENO
Customer Service Leader & AI Conversation Design Specialist Dual-expertise professional combining 6+ years of leadership excellence with 5+ years of advanced AI conversation design across hospitality, travel, and e-commerce sectors. I transform customer service operations through strategic team leadership and innovative AI solutions. My career is defined by two complementary strengths: TEAM LEADERSHIP | Building High-Performance Customer Service Teams - Built and mentored cross-functional teams across B2B/B2C environments, consistently driving measurable improvements in satisfaction metrics - Implemented data-driven performance frameworks that balance efficiency with service excellence - Fostered collaborative environments where multilingual, diverse teams thrive in dynamic settings AI CONVERSATION DESIGN | Creating Intelligent Customer Experiences - Developed intent-based chatbot frameworks from concept to implementation that significantly reduced resolution times - Designed conversation flows strategically aligned with business objectives and customer journey optimization - Scaled automation solutions across enterprise platforms including Sunny AI, ChatGPT, and Zendesk My integrated approach combines CRM expertise, workflow optimization, and AI-driven support systems that deliver tangible business outcomes. I\'ve implemented automation strategies across Salesforce, NetSuite, Talkdesk and Ultimate platforms, while collaborating with Warehouse, Logistics, and Sales teams on supply chain and pricing initiatives- Technical Proficiency: Zendesk · Salesforce · NetSuite · Talkdesk · Ultimate · ChatGPT · Microsoft 365 · Google Workspace - Languages: English, Spanish, Italian (all fluent) I\'m seeking leadership opportunities where I can leverage this unique combination of service excellence, AI innovation, and strategic team development to drive transformational business impact.
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