Avi Yafe Email & Phone Number

United States

Provided technical support to customers, addressing inquiries and resolving issues related to Sundaysky's SaaS platform.Effectively communicated complex technical concepts to non-technical customers, ensuring their understanding and satisfaction.Documented and tracked customer issues using a ticketing system, delivering timely updates and resolutions.Collaborated with cross-functional teams, including product development and quality assurance, to address customer concerns and provide feedback for product improvement.Conducted in-depth analysis of customer reported issues, identifying trends and patterns to contribute to ongoing process improvements.Acted as a liaison between customers and internal teams, providing valuable insights to enhance product functionality and user experience.Developed and delivered training materials to educate customers on product features, troubleshooting techniques, and best practices.Maintained a comprehensive knowledge base of Sundaysky's SaaS platform functionality, technical specifications, and industry standards.Demonstrated proficiency in utilizing Splunk for log analysis and troubleshooting, efficiently investigating and resolving customer issues.Received commendations from customers for exceptional problem-solving skills, patience, and professionalism in handling challenging situations.

United States

Provided world-class support to existing and potential customers of GoAnywhere, a managed file transfer solution.Responded to client inquiries, ranging from basic technology questions to troubleshooting complex problems, ensuring prompt resolution.Demonstrated strong technical knowledge of GoAnywhere and its capabilities, offering effective guidance and solutions.Built and maintained positive customer relationships, ensuring their satisfaction and fostering long-term partnerships

Miami, Florida, United States

An international company that offers a unique way of printing photos 2018 - present CO-FOUNDER • Business development, set-up & launch • Managing business opportunities and dealing with franchisee and large-scale sales. • Field researching, logistics, IT management, negotiating with suppliers, and vendors. • Build and design business website www.memoryblock.com • Hands-on work in operations, finance, marketing, sales & personnel. • Manage customer relations and customer-related aspects. Interact with new customers and build relationships for returning customers.

T4 for Latin and North America Customers Current location Miami.• Analyzed and approved of operational solutions and the technical aspects for product deployments, integrations and operation.• Defined and planned the overall operational strategy and processes (including bug fixing, systemdowntimes, planned maintenance, upgrades and customer’s enhancements / engagements).• Ensured the quality of the product before and during production• Inspired subordinate team members to increase performance in changing business environments,demonstrate a Can-Do attitude, “think outside the box” and understand the meaning of Customer-First.• Demonstrated YoY increase in customer satisfaction, SLA fulfillment which led to an overallgrowth in the account revenues for Comverse.• Ensured customers’ satisfaction during daily ongoing activities around the system’s support.• Support the integration points and activities with external interfaces, 3rd party vendors, customer’snetwork and other relevant parties• Developed ongoing scripts for addressing customer’s needs and system enhancements.• Overlooked the LATAM and NA Tier1 customers support process• Worked closely with the customers’ leads on daily updates, open issues, pending items and waysto ensuring customers’ satisfaction.• Provided professional technical product support to FSE, customers, Pre-sales, and marketing.• Managed and handled customer’s day by day operational needs and crisis for over 250 siteslocations worldwide, including major (T1) operators company’s such as VZW , T-Mobile, Sprint,Bell Mobility, AmericaMovil, Telefonica and Millicom.

Miami/Fort Lauderdale Area

•Senior support Engineer for Latin and North America Customers for Mavenir (previously Comverse) VAS products. Current location Miami. • Analyzed and approved of operational solutions and the technical aspects of product deployments, integration, and operation.• Defined and planned the overall operational strategy and processes (including bug fixing, systemdowntime's planned maintenance, upgrades, and customer enhancements/engagements).• Ensured the quality of the product before and during production• Inspired subordinate team members to increase performance in changing business environments,demonstrate a Can-Do attitude, “think outside the box” and understand the meaning of Customer-First.• Demonstrated YoY increase in customer satisfaction, SLA fulfillment which led to an overallgrowth in the account revenues for Comverse.• Ensures customers’ satisfaction during daily ongoing activities around the system’s support.• Support the integration points and activities with external interfaces, 3rd party vendors, customer’snetwork and other relevant parties• Developed ongoing scripts for addressing customer’s needs and system enhancements.• Overlooked the LATAM and NA Tier1 customers support process• Worked closely with the customers’ leads on daily updates, open issues, pending items, and waysto ensuring customers’ satisfaction.• Provided professional technical product support to FSE, customers, Pre-sales, and marketing.• Managed and handled customer’s day by day operational needs and crisis for over 250 siteslocations worldwide, including major (T1) operators company’s such as VZW, T-Mobile, Sprint,Bell Mobility, AmericaMovil, Telefonica, and Millicom.

Israel

• In charge of the support of EMEA and APAC Voicemail and Insight products for the VASBusiness Unit.• Acted as the main customer interface throughout the entire deployment and production phases(from deployment through the final acceptance and the ongoing support).• Defined and planned the overall operational strategy and processes (including generatingoperational support documents (e.g., SOWs, MOPs, …), bug fixing, planned maintenance &upgrades, and customer’s enhancements / new requirements engagements).• Ensured the quality of the product before and during production.• Ensured customers’ satisfaction during daily ongoing activities around the system’s operation andsupport.• Supported the integration points and activities with external interfaces, 3rd party vendors,customer’s network and other relevant parties• Worked closely with the customers’ leads and account managers on daily updates, open issues,pending items and ways to ensuring customers’ satisfaction.• Provided onsite support for customer’s critical engagements such as system upgrades, systemaudits and customer’s on-the-job training.• Provided professional technical product support to FSE, customers, Pre-sales, and marketing.

Israel

• Led the Voicemail, MMS and UM testing for the EMEA region.• Defined and planned the overall testing strategy and product rollout.• Introduced automated testing to the QA by developing in-house automated testing tools andutilizing external test automation tools.• Worked closely with the product managers and the project managers on open issues and ways toensuring product launch along with meeting (and exceeding) the customers’ needs andexpectations.• Led the development of the products testing documentation, acceptance and onsite deploymenttesting.