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Support Operations Manager
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Competencies
Used extensively for frontend development and interactive features.
Applied in backend development, data processing, and automation scripts.
Utilized for database querying and management in various projects.
Handled project planning, team coordination, and delivery schedules.
Education
Summary
Experienced developer specializing in full-stack web application development, with strong skills in JavaScript, Python, and database management.
Key Achievements
- Progressed from Junior Developer to Lead Developer, overseeing project teams
- Developed and maintained multiple web applications using JavaScript, Python, and SQL
- Led successful migration of legacy systems to modern architectures, improving performance
Experience
Support Operations Manager
Drive results and performance optimization through internal processes while ensuring Service Level Agreements are met with optimum quality and service., Prepare regular reports and analyze the results of the (KPIs) and identify call drivers for minimizing incoming support flow and improving products., CRM management, ensuring the accuracy of all data entries. Generate insightful reports, overseeing user access and permissions, and optimizing established workflows., Manage recruitment, integration, and professional growth initiatives to cultivate a high-achieving, customer-centric organization., Lead and manage the customer service leadership team providing guidance and best practices to ensure high performance throughout the operation., Partner with stakeholders across the organization in a collaborative manner to ensure consistency and effectiveness within the customer service operations.
Technical Director
Consolidation of the base of operations in Colombia for worldwide coverage of the customer service and engineering department for LATAM and USA., Implementation of security protocols with HIPAA regulations., Taking part in different development projects for new devices, such as an EMG and an EEG equipment., Onsite and online support for the customers in LATAM., Training medical staff in the use of EEG and PSG equipment., Preventive and corrective maintenance.