Ivanna Cappi

I am a seasoned customer service and IT support analyst with over 17 years of experience in managing global accounts and optimizing workflows. My career has been defined by my ability to resolve complex technical issues and enhance user experiences through innovative solutions. I have a proven track record of mentoring and training teams, which has significantly improved efficiency and service quality in every organization I have been a part of.

At Tata Consultancy Services, I provided expert IT support, spearheaded workflow automation projects, and developed knowledge management documents that improved system usability for end-users. My role involved leading cross-functional collaboration efforts to optimize system performance and service delivery, ensuring that technical solutions were tailored to meet unique business requirements. I am passionate about automating processes and implementing customer-centric solutions that drive success.

Previously, at Sabre Travel Network, I increased customer retention by 15% through proactive engagement and problem-solving strategies. I led the implementation of CRM systems that enhanced customer service efficiency and designed an internal knowledge management tool that streamlined processes across departments. My commitment to training and coaching junior team members has fostered a culture of knowledge-sharing and continuous improvement.