■ Lead a team by coaching, mentoring, and evaluating performance regularly.■ Lead the charge in standardizing and automating Reporting and Business Intelligence (BI) processes.■ Prioritize daily tasks for the team, monitor results, and track progress.■ Collaborate with diverse stakeholders, aligning efforts with business objectives.■ Contribute to technical solutions from design to code implementation.■ Drive implementation of new systems, solutions, and processes across a variety of projects.

■ Automated repetitive tasks to enhance operational efficiency.■ Developed and maintained automated data collection scripts from multiple sources.■ Designed and managed a fully automated report generator application utilizing T-SQL and VBA.■ Implemented efficient data storage logic for reporting using MSSQL.■ Created and managed SQL Jobs for various applications.■ Authored SQL scripts to streamline reporting processes.■ Provided consultancy and guidance on SQL-related matters.■ Generated reports for Sony Europe countries and headquarters.

■ Participated in planning processes, products, services, and sales incentive programs, contributing to new definitions and representing the department in analyzing and reporting.■ Produced regular and ad-hoc reports for sales channels and management.■ Planned and developed new reports to enhance data analysis capabilities.■ Provided conclusions and guidance based on report insights.■ Managed complaints effectively to ensure customer satisfaction.■ Automated regular reports and facilitated multi-platform publishing using SQL, PL/SQL, VBA, HTML, CSS, PHP, JavaScript, JSON, and jQuery.

■ Provided IT development support for customer care departments.■ Planned, developed, and tested thematic microsites and contact center applications.■ Tracked and published results of sales incentive programs on the intranet.

■ Managed the content of intranet sites and created intranet websites.■ Developed and managed thematic microsites, such as incentive program sites.■ Collaborated with other departments to manage their demands effectively.

■ Demonstrated professional knowledge of customer care systems and their background processes.■ Monitored automated processes and intervened when necessary.■ Participated in planning and testing new functions.■ Created educational materials about new functions and provided training to customer care workers.■ Supported customer care departments effectively.

■ Learned and understood customer care systems, including CRM, billing, and workflow systems.■ Resolved technical issues for customers, providing effective troubleshooting and support.■ Engaged in selling new products and services, contributing to revenue generation and customer satisfaction.