As an experienced Technical Support Engineer, I specialize in resolving complex customer service issues and managing intricate technical problems in Salesforce Sales Cloud and Salesforce Service Cloud. I assist third-party developers in troubleshooting and finding solutions to technical challenges they encounter.My strong technical skills in the Salesforce Platform and web technologies combined with excellent communication and problem-solving abilities, ensure high customer satisfaction… Show more As an experienced Technical Support Engineer, I specialize in resolving complex customer service issues and managing intricate technical problems in Salesforce Sales Cloud and Salesforce Service Cloud. I assist third-party developers in troubleshooting and finding solutions to technical challenges they encounter.My strong technical skills in the Salesforce Platform and web technologies combined with excellent communication and problem-solving abilities, ensure high customer satisfaction and operational efficiency. I take pride in my role as a mentor and trainer for new teammates. By providing comprehensive training sessions and one-on-one guidance, I help teammates quickly acclimate to their roles and the company's culture. I focus on imparting essential knowledge, from technical skills to best practices in customer service, and offer ongoing support to address any questions or challenges. My goal is to empower new team members to become confident, competent contributors to our collective success.Selected as a Data Privacy and Security SME, I contributed to training material and internal documentation to ensure Salesforce’s Trust value is adhered by support engineers while meeting the highest standards of privacy regulations.I am passionate about continuous learning and leveraging my skills to enhance customer experiences and achieve career goals. This is demonstrated by having achieved 6 Salesforce certifications and the highest All Star Ranger rank in trailhead, with over 300 modules completed. Show less

- Investigate and document complex technical issues in Jira by creating reproducible test cases, while proposing viable solutions and workarounds to users;- Work closely with product managers and developers to deploy a fix when needed;- Analyse GitHub commits to identify the root cause of new release bugs. Notify relevant teams to fix/rollback;- Work closely with product, support and R&D on features and processes;- Influence the way we support users and improve it to guarantee… Show more - Investigate and document complex technical issues in Jira by creating reproducible test cases, while proposing viable solutions and workarounds to users;- Work closely with product managers and developers to deploy a fix when needed;- Analyse GitHub commits to identify the root cause of new release bugs. Notify relevant teams to fix/rollback;- Work closely with product, support and R&D on features and processes;- Influence the way we support users and improve it to guarantee excellent user experience;- Use Tableau, Excel and SQL to spot trends in bug reports and support tickets;- Working experience with Chrome Developer Tools, HTTP, HTML, JavaScript and SQL.QA BA Group:- Responsible for writing SQL/Presto queries requested by managers and colleagues;- Collect, transform and organize Wix Warehouse’s data in order to draw conclusions, make predictions, and drive informed decision-making. Show less

Advanced Troubleshooting:- Provide live support to teammates globally, in complex topics like component behavior and third-party integrations, aiming to create a seamless customer experience;- Identifying platform bugs, errors, or issues and escalating to the relevant product teams for review.Loading Time Expert:- Selected as Loading Time Ambassador to handle escalations and edge cases, providing technical support on complex topics;- Reviewed user’s websites to make sure… Show more Advanced Troubleshooting:- Provide live support to teammates globally, in complex topics like component behavior and third-party integrations, aiming to create a seamless customer experience;- Identifying platform bugs, errors, or issues and escalating to the relevant product teams for review.Loading Time Expert:- Selected as Loading Time Ambassador to handle escalations and edge cases, providing technical support on complex topics;- Reviewed user’s websites to make sure component implementations, SSR caching and CDNs are working correctly;- Analyse site construction in order to identify and suggest opportunities to boost PageSpeed Insights and Core Web Vitals scores.Customer Care Expert:- Provide individually tailored phone, chat and email support experiences to build strong and trustworthy relationships with Wix users;- Use soft skills and data analytics to understand user behaviour to uncover or anticipate needs. Determine which Wix features could be impactful right away, and what could help their business grow in the future;- Topics supported also include DNS, SEO, Google Analytics, Google Adsense, Facebook Ads and Facebook integrations Show less

- Trust and Safety Customer Support, reviewing and solving a variety of queries in different languages;- Selected for the SME Development Opportunity program;- Trained over 100 agents on a variety of workflows and tools, at a global level. - Created projects using Python and JavaScript to improve productivity and resources;- Winner of the We@Accenture award for innovation;- Outstanding support award, May/2020;- TnS Book Club founder and host.

- Supervised new staff and provided training in SOP and tasks particular to each work environment;- Tailored experiences based on individual guest profile;- Conflict management due to complaints or unpredictable events and situations, dealing with difficult customers;- Customer Service Excellence award by Fáilte Ireland;From March 2019, the property was acquired by Kinlay Abbey Ltd, which meant I was also working at Kinlay House Hostel and Avalon House, alternating between… Show more - Supervised new staff and provided training in SOP and tasks particular to each work environment;- Tailored experiences based on individual guest profile;- Conflict management due to complaints or unpredictable events and situations, dealing with difficult customers;- Customer Service Excellence award by Fáilte Ireland;From March 2019, the property was acquired by Kinlay Abbey Ltd, which meant I was also working at Kinlay House Hostel and Avalon House, alternating between these 3 properties. Show less