Klobotech LLC is a versatile technology company specializing in:• FinTech Ops/Eng consulting• Home computer network installation and optimization• Hardware and Software setup

• Internal Automation: Rebuilt internal tooling to improve support investigation times by 58.7% through data connectivity and external linking.• Data Reporting: Created automatic reporting using specific data points to implement proactive support lines.• Product Engineering: Ran a daily stand-up to provide context and feedback for CX improvements with the Engineering team.• Customer Support: Answered the customer support inbox daily during the transitional period leading to hiring new service agents.• Incident Response: Built Tribevest's first formal incident response framework and provided recommendations for future expansions.

• Effective Team Management: Led and managed a diverse team of 12 engineers and 3 contractors across three distinct payment products, fostering a culture of collaboration and quality. • Scaling Billing Integrations: Managed and maintained a vast network of billing integrations, numbering in the thousands, improving their reliability and scalability.• Cross-Team Collaboration: Actively collaborated with data, platform, and API teams, effectively transforming billing friction into successful integrations. We maintained an average success rate of 88.5%.• Data-Driven Prioritization: Introduced and implemented data analytics-based prioritization processes, positively impacting the way work was managed. By leveraging data insights, we improved the team's efficiency, enabling more strategic targeting of projects.

• Team Building and Process Development: Established and nurtured a brand-new technical team, crafting processes and best practices from the ground up. In a span of just four months, developed a solid foundation that facilitated a seamless integration of the team into the Payment Integrations engineering group.• Collaborative Integration: Successfully orchestrated the merger of the Partner Automation team into the Payment Integrations engineering group.

• Streamlined Payment Automation: Proficiently troubleshooted incomplete payments, meticulously analyzing the process to identify and rectify issues.• Cross-Functional Collaboration: Acted as a bridge between diverse engineering groups, proactively tracking and resolving systemic issues impacting payment processing. Regularly facilitated communication, fostering a cohesive environment.• Efficient Ticket Management: Spearheaded the management of Jira ticketing for higher-level engineering teams responsible for payment automation.

Apex Systems LLC Contract• Resolved data integrity issues, improved operations, and provided tailored employee support.• Led development of automated Capital Asset Submission Form, resulting in 20% increase of first-pass data quality.• Worked with electrical engineers to understand needs and improve effort spent creating submission forms.• Drove operational improvements which resulted in increase of data accuracy and employee satisfaction.

DataField Technology Services Contract• Handled 10-15 calls per hour to address stores' technical issues and operations procedure inquiries• Coordinated delivery of replacement equipment and on-site repair technicians• Elevated high-cost outages for emergency repair via coordination of multiple departments

• Maintained supply levels in counter and customer areas to meet typical demands• Recommended products based on a solid understanding of individual customer needs and preferences• Cultivated ability to recall customers' names and unique orders each by memory