At CERQLE.ai, I led the launch and operational structuring of a CPaaS platform delivering omnichannel communication and e-government services. I streamlined escalation flows between support, development, and technical teams, reducing SLA breaches.
At Protel offshore, I owned product backlog and roadmap initiatives across telecom and CPaaS platforms. Through consistent workflow testing across channels, I reduced integration errors and support tickets by 70%, and resolved more than 100 critical bugs before launch.
At Antwerp Technologies | Blue.ai, I led a team of analysts working on telecom requirements and documentation. I also conducted market and competitor analysis, identified customer-demand patterns that informed new service offerings, and worked with product and engineering to turn business needs into buildable specifications.
