Erez F

Bilingual professional (native Hebrew speaker, proficient in English) with broad experience in customer service, technical support and HR analytics across international settings. Proven leadership in team management, onboarding, and service delivery. Skilled in handling sensitive data, resolving escalations, and improving processes.

Military background as a missile and navigation technician in the Israeli Navy, contributing to strong discipline and technical problem-solving. Available for relocation.

Bilingual Human Resources Analyst at Western Digital (2020-04 – 2025-11)

As an HR Support Representative at Western Digital, I served as the first point of contact for employees, managers, and executives on HR inquiries, providing guidance on policies, processes, and self-service tools. I managed sensitive information with discretion, resolved issues across multiple channels, and supported key HR processes such as onboarding, transfers, and separations. In addition, I documented procedures, created knowledge content, and partnered with HR teams on projects to enhance service delivery and employee experience.

• Served as first point of contact for employees, managers, and executives on HR inquiries
• Provided guidance on policies, processes, and self-service tools
• Managed sensitive information with discretion
• Resolved issues across multiple channels
• Supported key HR processes such as onboarding, transfers, and separations
• Documented procedures and created knowledge content
• Partnered with HR teams on projects to enhance service delivery and employee experience

Bilingual Customer Service Team Leader at Open Access Marketing (2016-03 – 2020-02)

I initially worked as a phone and email customer support representative for the WorldVentures campaign and its affiliate travel supplier Rovia, providing service in both Hebrew and English. I later joined the training team, where I was responsible for onboarding and coaching new employees for customer support roles. I ultimately served as Team Leader for the Hebrew support team, overseeing daily operations, guiding agents, and ensuring high-quality service delivery.

• Worked as phone and email customer support representative for WorldVentures campaign and Rovia
• Provided service in both Hebrew and English
• Joined training team responsible for onboarding and coaching new employees
• Served as Team Leader for Hebrew support team
• Oversaw daily operations and guided agents
• Ensured high-quality service delivery

AI Voice Recognition Analyst at Lionbridge (2017-07 – 2018-05)

Freelance Hebrew language specialist, primarily focused on transcription to train AI voice recognition systems. My responsibilities included creating accurate audio transcripts, linguistic annotation, and testing tasks that supported Natural Language Processing and Speech Recognition projects. I collaborated remotely with international teams, ensuring high-quality datasets that advanced cutting-edge information technologies.

• Freelance Hebrew language specialist focused on transcription for AI voice recognition systems
• Created accurate audio transcripts
• Performed linguistic annotation and testing tasks
• Supported Natural Language Processing and Speech Recognition projects
• Collaborated remotely with international teams
• Ensured high-quality datasets for cutting-edge information technologies

Technical Support and Customer Service Team Leader at Teleperformance Hellas (2013-09 – 2016-02)

Started as a technical advisor for Dell's campaign, later promoted to the Team Leader position of Lenovo's technical and customer support for the Israeli market. The job involved building a new team from scratch, handling administrative tasks and training my agents as well as assisting them and the customers with escalations and solving complex technical issues.

• Started as technical advisor for Dell's campaign
• Promoted to Team Leader position for Lenovo's technical and customer support
• Handled Israeli market support
• Built a new team from scratch
• Handled administrative tasks
• Trained agents
• Assisted with escalations and complex technical issues

Sailor and Missile and Navigation systems technician at Israeli NAVY (2003-10 – 2006-11)

Sailor, missile and navigation systems technician and operator on a Sa'ar 4.5-class missile ship of the 3rd flotilla (INS Tarshish). Honorably discharged after 3 years of service.

• Sailor on Sa'ar 4.5-class missile ship of the 3rd flotilla (INS Tarshish)
• Missile and navigation systems technician and operator
• Honorably discharged after 3 years of service

Brain Sciences – The Open University of Israel (2012 – 2013)

High School Diploma in Computers & Electronics – ORT Greenberg High School (1997-08 – 2003-08)