At Luno, I monitored live performance metrics and queue volumes, analyzed operational data, and adjusted staffing to meet service-level agreements. I also compiled performance reports and monitored forecasting models.
I collaborated with technical and support engineering teams to manage real-time incidents, using Grafana dashboards to detect anomalies and coordinate escalations. I also worked on continuous improvement strategies and documented team workflows.
As a Customer Success Associate, I supported users, explained platform features, and collaborated on tests that boosted click-through rates and application engagement. I also supported training coordination as a Training Assistant.
