Experience

• 

  Apifon

  May 2011 - Aug 2024

  • Led a 6-member support team at Apifon, optimizing processes to increase customer satisfaction by 30%.• Implemented ticketing systems (Zendesk, HubSpot, Jira) to enhance issue tracking efficiency.• Conducted manual testing for customer-reported issues, logging and tracking bugs via Jira.• Created and maintained documentation & user guides, reducing support inquiries by 40%.• Collaborated with developers & QA teams to improve user experience & product functionality.• Developed and executed training programs for junior support staff, resulting in a 25% increase in first-contact resolution rates. Show less • Established the company’s customer support department, defining service protocols.• Provided first-level manual testing, ensuring reported bugs were well-documented.• Maintained and updated the CRM database, ensuring accurate client records.• Trained customers on Apifon’s platform, improving self-service adoption rates.• Provided exceptional customer service, resolving inquiries and issues efficiently.• Collaborated with the product team to incorporate customer feedback into product improvements. Show less

  • Facilities Manager

    Jul 2022 - Aug 2024

  • Head Of Customer Support

    Feb 2014 - Jul 2022

  • Customer Support Assistant

    Sept 2012 - Feb 2014

  • Frontend Web Developer

    May 2011 - Sept 2012
• 

  Chubb

  Apr 2025 - now

  Software engineer in test