Experience

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  Delphi

  Jul 2015 - Jun 2016

  Metrology technician

  Expertise and analysis of Delphi pumps and injectors. Measurements with caliper, micrometer, plane-parallel track and measuring devices. Use and design of programs for measuring machines: Zeiss Contura G2 Mahr MMQ 440 MarSurf Zygo MesaZygo NewView Taylor Hobson Zeiss Rondcom QuickVision.

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  Akka romserv

  Jun 2016 - Aug 2020

  Volvo consultant/ techincal documentation engineer

  Starting from the input data (physical documents, models from the editors), he makes illustrations starting from the internal and customer technical specifications. - Transcribe the technical characteristics - Respect the editor's requirements - Carries out self-correction of own documents, with the help of a checklist and performs (depending on the activity) cross-checks.

• 

  Intelligentbee

  Aug 2020 - Nov 2024

  - Developing and implementing operational policies, procedures, and best practices.- Managing and optimizing operational processes to increase efficiency and productivity.- Providing guidance and support to operational teams to ensure smooth day-to-day operations.- Monitoring key performance indicators (KPIs) and operational metrics to track performance and identify areas for improvement.- Collaborating with cross-functional teams to identify operational bottlenecks and implement solutions.- Conducting regular audits and quality checks to maintain compliance with company standards and regulatory requirements.- Assessing operational risks and developing contingency plans to mitigate potential disruptions.- Managing vendor relationships and contracts to ensure timely delivery of goods and services.- Identifying opportunities for automation and implementing technology solutions to streamline operations.- Training and developing operational staff to enhance their skills and performance.- Participating in strategic planning and budgeting processes to align operational goals with overall organizational objectives.- Conducting regular performance evaluations and providing feedback to operational teams.- Resolving operational issues and addressing customer concerns in a timely and effective manner.- Analyzing data and generating reports to communicate operational performance to senior management. Vis mindre Operations:- leveraging existing tooling & reports to monitor KPIs of their direct team- driving accountability of direct reports to expected KPI targets- scheduling across all channels- crafting annual team BPMs- driving change and adoption within their direct teams- ensuring direct reports are maintaining company and product team certifications (like courses assigned through the LMS, Crack the Code, Bar Raiser, etc)- crafting and delivering bi-annual performance reviewsMentorship & Coaching:- 1:1s with direct reports that include: metrics reviews coaching, feedback delivery and shared documentation of 1:1s- quarterly calibrations and reviews of allCareer Plans with all direct reports- quarterly BPM check-ins on progress- recognizing areas for improvement and demonstrated success in coaching underperforming individuals- recognizing high performers and demonstrated success in continuing to motivate high performersEscalation Management: - handling internal (including SDMEs)/external escalations, coordinating RCAs (Root Cause Analysis) and betterment plans with or without assistance;- engaging with internal and external executives. Vis mindre Provide expert level troubleshooting on highly technical software application and integration issues to our High Volume clients (SMTP, API, HTML, CSS).Building small scripts in various programming languages to aid them into integrating into their apps.Provide support on email deliverability issues by analyzing deliverability reports.Act as a point of escalation to L1 Technical Support EngineersReview and approve client escalations, including providing an informed, prioritizing the escalated casesWorking with SQL databases to provide reports and email statistics to our clients.Work closely with engineering teams to resolve technical client issuesProvide constant and ongoing communication with clients regarding support incidentsPerform testing of features & site functions, escalate issues within the department as neededSupport the team as needed to address cases directly during times of heavy case load or backlog Vis mindre

  • Operations Manager

    Jan 2023 - Nov 2024

  • Customer Service Support Manager

    Mar 2022 - Dec 2022

  • Technical Support Team Lead

    Jan 2021 - Mar 2022

  • Technical Support Engineer L1

    Aug 2020 - Jan 2021
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  Bandwidth inc.

  Nov 2024 - now

  Manager - messaging support