symapology

Technical/Operations Lead

Fintech

May 2020 - Present • 6 yrs 3 mos

✦ Built AI-powered customer support ticket management systems featuring automated ticket classification, intelligent routing, SLA monitoring, escalation workflows, and customer satisfaction (CSAT) automation. ✦ Engineered secure API integrations connecting Google Workspace, Gmail, Google Sheets, Slack, Microsoft 365, Airtable, HubSpot, Salesforce, WhatsApp, Telegram, and other third-party platforms. ✦Directed IT resource assessments and infrastructure optimization initiatives for Nibox, cutting operational overhead by 33% while improving system scalability and efficiency. ✦Partnered with Fintech stakeholders to test, validate, and roll out new payment features and integrations for Nibox, ensuring regulatory compliance and smooth adoption across the merchant network. ✦Spearheaded the end-to-end deployment of 50+ self-service kiosks, overseeing staff assignments, vendor coordination, and project timelines to ensure on-time and on-budget delivery. ✦Managed and mentored a cross-functional team of technicians and support staff, boosting productivity by 28% through coaching, performance reviews, and skills development. ✦Oversaw remote support operations and network infrastructure, sustaining 99.9% uptime while reducing mean time to resolution (MTTR) of incidents by 30%. ✦Enhanced customer satisfaction via effective technical support, proactive service delivery, and structured feedback loops for continuous improvement. ✦Designed and facilitated training programs for merchants and internal teams, increasing adoption rates and reducing kiosk-related support requests by 40%. ✦Produced comprehensive technical and operational reports for senior management and Fintech partners, providing actionable insights that aided process enhancements, product improvements, and scalability strategies.

Resume Writer

Freelancing Career • Freelance

Mar 2019 - Present • 7 yrs 5 mos

✦Crafted compelling resumes and cover letters for 500+ clients, facilitating interview invitations and client satisfaction. ✦Optimized 200+ LinkedIn profiles, increasing visibility, connections, and engagement, positioning clients as industry thought leaders. ✦Developed tailored career marketing materials and strategies for 100+ clients, achieving a 90% job search success rate within 3 months, with 75% landing promotions or salary increases. ✦Collaborated with 20+ senior executives to craft distinctive personal brands, yielding an increase in online presence, a boost in industry recognition, and an expansion in professional networks.