• Co-Led the design and implementation of engineering solutions to improve technology infrastructure and efficiency.• Created and managed technical plans to align processes with organizational goals.• Co-Directed engineering teams to ensure timely delivery of complex system projects.• Engineered and optimized CRM workflows in HubSpot, integrating advanced technical configurations to support business operations.• Applied expertise in virtual contact center (VCC) systems like Five9, designing and maintaining efficient technical support infrastructure.• Utilized tools like Smartsheet and Freshdesk to manage engineering tasks, track performance metrics, and implement automated solutions.• Collaborated with technical stakeholders to architect and deliver scalable solutions for complex business challenges.

- Demonstrated proficiency in diagnosing, repairing, and maintaining NCR’s range of technology products, including ATMs, point-of-sale (POS) systems, and self-service kiosks.- Provided on-site technical support and resolution for customer-reported issues, ensuring minimal downtime and optimal performance of equipment.- Collaborated with cross-functional teams to coordinate service delivery, escalate critical issues, and implement timely solutions, resulting in improved customer satisfaction and retention.- Conducted comprehensive equipment installations, upgrades, and preventative maintenance activities, adhering to company standards and safety protocols.-Documented service activities, including diagnostic findings, troubleshooting steps, and resolution details, accurately and comprehensively in service reports and ticketing systems.- Provided training and technical guidance to customers and end-users on the operation, maintenance, and troubleshooting of NCR equipment and software, empowering them to resolve common issues independently.- Demonstrated excellent communication and interpersonal skills in interacting with customers, explaining technical concepts in a clear and understandable manner, and building positive relationships to enhance customer satisfaction and loyalty.- Acted as a technical escalation point for junior engineers and collaborated with peers and managers to share knowledge, best practices, and lessons learned to improve overall team performance and customer support capabilities.- Maintained proficiency in NCR product offerings, industry trends, and emerging technologies through ongoing training and self-directed learning to stay current and effective in providing technical support and service delivery.

- Orchestrated the seamless delivery process of Tesla vehicles to customers, from coordinating logistics and scheduling appointments to conducting vehicle inspections and facilitating the handover process, ensuring an exceptional delivery experience.- Provided tailored customer service and support throughout the delivery process, addressing inquiries, explaining vehicle features and functionalities, and ensuring customer satisfaction.- Collaborated closely with internal teams, including logistics and service, to coordinate delivery, resolve delivery-related issues, and optimise delivery efficiency.- Consistently met or exceeded delivery targets and performance metrics by 20%, including delivery timelines, customer satisfaction ratings, and delivery quality standards.

- Cultivated strong relationships with customers by providing personalized assistance, addressing inquiries, and resolving issues promptly to ensure exceptional satisfaction throughout the sales process.- Demonstrated comprehensive knowledge of Tesla’s electric vehicles, energy products, and services, including features, specifications, pricing, and customization options, to effectively advise customers and support their decision-making process.- Assisted customers throughout the sales journey, from initial inquiries and test drives to vehicle configurations, financing options, and delivery logistics, ensuring a seamless and positive buying experience.- Provided technical support and troubleshooting guidance to customers regarding vehicle operation, software updates, charging infrastructure, and other related inquiries, contributing to enhanced customer satisfaction and retention.

-Conducted user research studies and usability tests utilizing the UserTesting platform to gather qualitative and quantitative data, analyse user behavior, and identify usability issues and opportunities for product improvement.-Analysed test results, interpreted findings, and generated comprehensive reports and recommendations for stakeholders, leveraging UserTesting’s analytics tools and qualitative feedback to inform product development decisions and drive user-centered design strategies.-Utilised testing methodologies such as moderated and unmoderated testing, A/B testing, and remote testing to gather qualitative and quantitative data.-Demonstrated proficiency in testing tools and platforms, such as UserTesting.com, to facilitate efficient and effective testing processes.-Communicated findings and recommendations to stakeholders through clear and concise reports and presentations.-Contributed to the development and refinement of testing protocols and procedures to ensure consistent and reliable results.

- Supported electricians in installing, repairing, and maintaining electrical systems in residential or commercial properties, ensuring compliance with existing safety standards and regulations.- Assisted with pulling wires, mounting electrical boxes, and installing fixtures and outlets according to blueprints and specifications. • Conducted basic troubleshooting and diagnostics to identify electrical issues and assist in the resolution of problems in a timely manner.- Prepared work areas by gathering necessary tools and materials, and cleaning up debris to maintain a safe and organised workspace.- Operated power tools and equipment safely and efficiently, demonstrating competence in handling electrical wiring and components.- Assisted with the testing and inspection of electrical systems to verify proper functionality and adherence to quality standards.- Communicated effectively with team members and supervisors to coordinate tasks and ensure efficient workflow on job sites.- Demonstrated a strong commitment to safety practices, including the proper use of personal protective equipment and adherence to established safety protocols.- Continued learning and development in the field of electrical work, seeking opportunities to expand knowledge and skills through on-the-job training and relevant coursework or certifications.