Software Engineer with vast technical skills on product development and project management strategies, expertise including;• Lead and manage a team of operations specialists, ensuring proficiency in CargoWise and fostering acollaborative and high-morale work environment. Conduct regular team meetings to address performance, issues, and improvements.• Monitor and analyze team performance using Power BI dashboards, identifying areas for improvement and implementing strategies to enhance productivity and accuracy. Ensure adherence to established processes and SOPs, collaborating with other departments to streamline workflows.• Regularly review and audit work to ensure data accuracy and compliance with BPO standards. Address and resolve errors and discrepancies promptly. Implement quality control measures to minimize errors and improve data integrity.• Serve as a point of contact between clients and the operations team, addressing client concerns and queries promptly and professionally. Participate in client meetings and provide regular updates on team performance and progress.• Provide coaching and mentoring to team members to enhance their skills and knowledge of CargoWise. Identify training needs and organize relevant training sessions. Support the onboarding process for new team members.• Troubleshoot and resolve operational issues and challenges. Escalate complex issues to higher management when necessary. Document and maintain records of issues and their resolutions for future reference.• CargoWise report development using SQL and Power BI.• Expertise in user experience (UX) design, including user research, wire-framing and prototyping.• Extensive experience in CargoWise,, including freight forwarding operations, report development, documentation, analysis and design, monitoring, implementation, customization, and support.• Proficient in AI technical content writing and content management, including website copy, technical documentation, and user manuals.