Liad Ohayon Email & Phone Number

Israel

Ramat Gan, Tel Aviv District, Israel

- Delivered high-level technical support, effectively resolving critical issues and earning a customer satisfaction rating of over 90%.- Spearheaded the development of a knowledge base derived from common automation tool queries, reducing ticket volume by 25%.- Championed a client-focused approach that improved the onboarding experience, resulting in a 20% increase in customer retention rates.- Utilized in-depth knowledge from automation and QA roles to diagnose and resolve complex technical problems, enhancing overall system reliability.- Facilitated workshops and training sessions for customers and support staff, leveraging automation tools to improve service delivery and efficiency.- Orchestrated the seamless integration of customer feedback into product development, ensuring customer-driven enhancements were prioritized.

Tel Aviv District, Israel

- Designed and coded robust Python scripts to automate routine tasks, enhancing operational efficiency and accuracy across departments.- Utilized Selenium for automating web application testing, leading to a 50% reduction in manual testing time and a significant decrease in human error.- Developed a suite of automation tools tailored for the operations department, which increased process efficiency by 30% and supported scalability.- Pioneered the integration of automated systems into existing workflows, which streamlined operations and reduced time spent on repetitive tasks by 40%.

Tel Aviv District, Israel

- Executed comprehensive QA test cycles for product releases, leading to a detectable reduction in critical bugs and enhancing user experience.- Authored detailed QA documentation that standardized testing procedures and contributed to a more consistent and efficient QA process.- Implemented a streamlined defect tracking system, resulting in a 20% faster bug resolution workflow and a reduction in bug recurrence.- Developed and maintained test cases for new features and updates, playing a key role in the company’s commitment to product quality and performance.

Tel Aviv, Israel

• Led a high-performing 10-person team, consistently surpassing monthly sales targets. • Managed hiring and onboarding processes, ensuring team proficiency with systems.• Achieved a $300k average in personal monthly sales, with a standout month reaching over $1M in sales (July-August).• Developed and executed training sessions for a sales center of over 60 professionals, introducing them to new global destinations.• Assisted clients in planning complex trips, provided visa guidance, and shared cultural insights for a better travel experience. • Initiated contact with companies for group trip arrangements, significantly impacting overall sales numbers.• Significantly drove 45% of total sales center income, underscoring the team's substantial organizational impact

Netanya, Central, Israel

• Mastered the art of enhancing customer satisfaction and loyalty during a one-year tenure at HOT.• Utilized the "Billy" system to efficiently tackle customers' financial issues, addressing concerns promptly and effectively.• Provided both technical and general support, actively working towards issue resolution and ensuring customers' happiness.• Implemented innovative customer engagement strategies to boost retention rates by 15%, surpassing company benchmarks.• Enhanced retention rates by 15% through innovative customer engagement strategies, surpassing benchmarks.• Increased customer feedback by 20% through targeted outreach campaigns, leading to improved satisfaction scores.• Proactively reduced customer complaints by implementing process improvements based on feedback data analysis.