Team Leadership: I have initially led a team of 10 engineers as a Team Manager, later being promoted to Technical Manager and overseeing a team of 3 other Team Managers while still watching over a team of 7 engineersTeam Management: I have managed both underperforming and overachieving employees, either through 1 on 1 discussion, performance improvement plans or career development planning. Project Management: I have been put in charge of multiple internal projects in my tenure (supportability of new features, beta testing of new features, creation and planning external support- from my engineers to our customers, setting up new support plans and new support teams, and much more)KPI management: I’ve been an active part of the team that set up the KPIs for our engineers while making sure that the targets set are both realistic, achievable and challenging at the same time. Coaching: I have coached engineers on soft skills, time management, case management and case handling methodologies; I have coached managers on time management, people management, coaching methodologies and fact finding through both questioning and data analysis. New Hire training: I have held multiple training sessions for new hires by relying on multiple tools implemented such as a Mentorship Program, a Shadowing and Reverse-Shadowing Program and many other tools. Tenured employee training: I organised, planned and held multiple training sessions for existing employees in which I have presented new products, product lines, procedures or other changes brought to the company. Meeting Planning: As this is a support environment, I am able to schedule meetings in accordance to the SLAs maintenance and the employees schedules by analysing and combing the two into a personally developed algorithmMeeting Planning and Presentation: I take pride in my Excel and PowerPoint Skills and, by holding meetings for almost 10 years, I can “read the room” and adjust presentations on the fly.

Commencing as a Team Leader overseeing a team of five employees, I ascended to the role of Team Manager, responsible for a team of ten individuals. Subsequently, my career trajectory led me to the position of Technical Director, where I provided strategic oversight to the Support Department, comprising approximately fifty dedicated professionals spanning various roles, including engineers, managers, QA Analysts, Workforce Managers, and Technical Incident Technicians.I have actively contributed to the development of the department, encompassing resource allocation, refinement of hiring protocols, establishment and oversight of KPI frameworks, facilitation of internal promotions, management of departmental relocations, seamless adaptation to remote work protocols, cultivation of strategic partnerships with suppliers and vendors, negotiation and management of contracts, and cultivation of overarching stakeholder relationships.

Prepared new sales representatives by conducting orientation to sales process; developing individual coachingplans; providing resources and assistance; scheduling orientation ride-alongs with senior representatives.Determined training needs by shadowing sales representatives; observing sales encounters; studying salesresults reports; conferring with sales executives.Developed individual results by maintaining policy and procedure resources; providing coaching; conductingtraining sessions; developing outcome improvement resources.Improved training effectiveness by developing new approaches and techniques; making support readilyavailable; integrating support with routine job functions.Supported training financial objectives by recommending budget items; controlling costs.Accomplished sales training and organisation mission by completing related results as needed

- Develop project infrastructure- Create business relations with clients and software editors- Create and present reports for the higher management- Organize business meetings and present the company's solutions for software management- Review and approve transactions between editor/ company and company/ client

In my capacity as a Quality Coach and Floor Support Engineer, I fulfilled a critical role as the second tier of support for clients and first-level support agents, ensuring seamless resolution of complex issues and maintaining service excellence. I was in charge of both managing escalated cases and also providing real-time, personalised training sessions to colleagues encountering challenges during active cases. I assumed responsibility for making informed decisions regarding the approval of refunds, cancellations, or modifications to reservations, adhering to established protocols and aligning with organisational policies. I undertook comprehensive quality analysis, meticulously evaluating customer interactions and operational processes to identify areas for improvement and implement strategic enhancementsI facilitated cross-functional collaboration, liaising with internal teams to streamline workflows and optimise service delivery

Managing the daily running of the call centre, including sourcing equipment, effective resource planning andimplementing call centre strategies and operations;Carrying out needs assessments, performance reviews and cost/benefit analyses;Setting and meeting performance targets for speed, efficiency, sales and quality;Ensuring all relevant communications, records and data are updated and recorded;Advising clients on products and services available;Maintaining up-to-date knowledge of industry developments and involvement in networks;Monitoring random calls to improve quality, minimise errors and track operative performance;Reviewing the performance of staff, identifying training needs and planning training sessions;Recording statistics, user rates and the performance levels of the center and preparing reports;Organising staffing, including shift patterns and the number of staff required to meet demand;Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;