Ronald - Software Engineer with 5 years of experience in full-stack development

Extensive experience in developing interactive web interfaces using JavaScript frameworks.

Proficient in building dynamic single-page applications with React.

Used Python for backend scripting, automation, and data analysis tasks.

Designed and optimized database schemas, wrote complex queries for data retrieval.

Participated actively in SCRUM teams, managing sprints and iterative development.

Provide real-time floor support to frontline agents by helping with complex inquiries, escalations, and system issues., Handle supervisor-level calls, ensuring prompt resolution of customer concerns while keeping service level agreements.

Interacting with customers to address their concerns, answer their questions, and help them with their needs.

Oversaw day-to-day team operations, giving resources and managing schedules., Monitored KPIs, conducted performance reviews, and implemented team development plans., Contributed to process improvements enhancing team productivity and customer satisfaction.

Resolved client issues efficiently, contributing to department-wide performance goals.

Served as team coordinator and knowledge resource for frontline agents., Trained inexperienced staff and supported project-specific procedural rollouts.

Provided tech support across departments, coordinating IT projects and maintenance., Delivered workshops and managed documentation for key internal systems.