At Optiva, I lead globally distributed support teams serving 12 telecommunications providers on mission-critical SaaS BSS, billing, and charging platforms. I improve service quality, customer satisfaction, SLA compliance, and operational KPIs through escalation management and continuous improvement.
I've driven AI-enabled transformation across support operations using generative AI, automation, and knowledge management to accelerate issue resolution and reduce ticket backlog. I also coach teams of up to 15 professionals, building accountability, collaboration, and professional growth.
Earlier, I managed global service delivery at Crossover, delivered mobile wallet integrations at eWallet.eu, and led engineering, infrastructure, and customer projects at Incredible Networks. My foundation spans cloud platforms, telecom BSS, APIs, databases, security, and enterprise operations.
