At Pontica Solutions, I co-launched the company’s first solar support project and helped scale its multilingual team to 35+ while maintaining KPI and quality targets. I built a QA framework and Power Automate workflow that standardized reviews and automated 80% of QA tasks, saving 20 hours weekly.
In my later supervisor role, I structured workflows and operating foundations for a new solar support team, and built policies, procedures, and training materials. I’ve also managed technical escalations involving solar inverters and battery systems, and used Intercom to launch a multilingual chatbot for customer self-service.
