• Implemented a new Software Update process, inserting it within the Client Support processes. • Implemented a unique dedicated team for Software Maintenance within the Engineering Division. • Transformed the Client Support team structure into a tier-based structure with triage, customer-focused agents and product-savvy analysts. • Implemented new technology tools across the whole company (Office 365, MS Teams, SharePoint, ClickUp).

• Trained 5+ coordination-level hirings in business processes and company strategy. • Counseled company General Manager about current business operations so he could validate new business strategies.