Support Operations Strategy: I design and implement intelligent swarming strategies and workflows that reduce resolution times and enhance team efficiency. AI & Process Improvement: I evaluate AI models and data to create tools that help human agents work smarter, not just automate them away. Technical Leadership & Training: I lead internal training and upskilling initiatives, mentoring engineers on complex APIs, security, and infrastructure to foster collective intelligence. Cross-Functional Collaboration: I act as a bridge between support lines and internal product stakeholders to ensure direct feedback loops and improved product roadmaps.
Skills: Project Manager, Skilled Troubleshooter, Support Operations & Ticket Handling, Business Process Improvement, API & Integration Proficiency, Technical Training & Mentorship, Cross-Functional Collaboration, Technical Writing & Documentation
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