@lindaruto
Operations Specialist at Sidekick Tool who migrated a help desk and built AI-assisted workflows saving about 16 hours per week.
MexicoAt Sidekick Tool, I ran a help desk migration end to end, moving three years of records to an AI-capable platform and training the team. CSAT rose from 70% to 95%, with resolution under 12 hours.
I also built AI-assisted workflows with Claude and n8n for courier disputes, fraud alerts and test orders, saving about 16 hours per week. Previously, at Genesys, I onboarded 24 partners and wrote marketplace SOPs that cut handling time by 32%.
Work history, roles, and key accomplishments
Sidekick Tool
Jan 2026 - Present (9 months)
Leading a pilot onboarding a 3PL partner's customer service team onto internal systems, coordinating timelines, training and stakeholder updates. Ran a help desk migration end to end, moving 3 years of records to an AI-capable platform and training the team; CSAT rose from 70% to 95%, with resolution under 12 hours.
Onboarded 24 partners across Europe, Asia and the Americas, coordinating requirements, timelines and go-live. Coordinated pre-launch system validation with engineering and AI teams, tracking issues and bug fixes through to resolution.
Escalation point across Legal, IT and Operations for customer account issues. Managed 500+ customer account records with GDPR/DPA compliance checks.
Degrees, certifications, and relevant coursework
Google Project Management Certificate, Project Management
Google Project Management Certificate and Google Analytics Certificate.
Master of Laws (LL.M.), Law
Master of Laws (LL.M.) degree from Transilvania University of Brașov.
Bachelor of Social Sciences, Social Sciences
Bachelor of Social Sciences with a focus on Criminology and Psychology from Maasai Mara University.
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