Skill Assessments This user has not passed any tests yet Languages English - Native or Bilingual People also viewed * [![Craig Thomson](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71809_1784707361.jpg) Craig Thomson Head of Operations](https://jobicy.com/u/id71809.md) * [![Gahima Brenda](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71811_1784707261.jpg) Gahima Brenda Operations & Administration Professional](https://jobicy.com/u/id71811.md) * [![Diego Alfaro](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/avatar_68969_1782694037.jpg) Diego Alfaro Team Lead in Customer Service, Operations and Process Management](https://jobicy.com/u/id68969.md) * [![Ammi reddy Tetala](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71637_1784644095.jpg) Ammi reddy Tetala IT Manager](https://jobicy.com/u/id71637.md) * [![Predrag Milenkovic](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/05/avatar_64518_1779685643.jpg) Predrag Milenkovic Senior IT Project Manager](https://jobicy.com/u/id64518.md) * [![Sebastián Rendón Vahos](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71533_1784588819.jpg) Sebastián Rendón Vahos Técnico/a de Proyectos Culturales](https://jobicy.com/u/id71533.md) * [![Angela Sittaro](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_70311_1784548145.jpg) Angela Sittaro Building 0→1 systems for global teams, now with AI | Internal Enablement | Operational Excellence |](https://jobicy.com/u/id70311.md) * [![Irina Gangurde](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_16086_1784537368.jpg) Irina Gangurde Operations Specialist & Customer Experience | Coordination, Onboarding & Executive Support | Remote](https://jobicy.com/u/id16086.md) [All talent ↗](https://jobicy.com/talent.md) * [Overview](#overview) * [Portfolio](#portfolio) * [Services](#services) ## About Me I am an operations, customer success, and systems leader with 7 years of experience building structure and driving growth in fast-scaling organizations. I specialize in turning ambiguous, immature processes into repeatable workflows that improve customer experience, operational efficiency, and revenue outcomes. My background combines customer success, business operations, and technical systems work, including API integrations, onboarding design, support workflows, and automation. I have led cross-functional initiatives across SaaS, hospitality, fintech, and higher education environments, often acting as the bridge between business stakeholders and engineering teams. I am comfortable working hands-on with technical infrastructure, including Docker-based automation, databases, CRM systems, ticketing platforms, and SQL environments. I have a strong track record of improving retention, reducing resolution times, increasing adoption, and delivering measurable impact through process design and systems thinking. I am open to roles where I can lead operations, customer success, technical operations, or systems-focused transformation work in a growth-oriented environment. Notice Period: Immediately ## Skills ### [SQL](https://jobicy.com/talent/sql.md)[CRM](https://jobicy.com/talent/crm.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Automation](https://jobicy.com/talent/automation.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Budgeting](https://jobicy.com/talent/budgeting.md)[Performance Optimization](https://jobicy.com/talent/performance-optimization.md)[REST](https://jobicy.com/talent/rest.md)[Digital Transformation](https://jobicy.com/talent/digital-transformation.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[Implementation](https://jobicy.com/talent/implementation.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[Business Operations](https://jobicy.com/talent/business-operations.md)[Systems Architecture](https://jobicy.com/talent/systems-architecture.md)[Process Design](https://jobicy.com/talent/process-design.md)[Ticketing](https://jobicy.com/talent/ticketing.md)[Lifecycle Management](https://jobicy.com/talent/lifecycle-management.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[Webhooks](https://jobicy.com/talent/webhooks.md)[Technical Operations](https://jobicy.com/talent/technical-operations.md)[Enterprise Account Management](https://jobicy.com/talent/enterprise-account-management.md) ## Tech Stack & Tools ### Application Hosting [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/amazonwebservices/amazonwebservices-original-wordmark.svg) Amazon Web Services (AWS)](https://jobicy.com/talent?tool=amazonwebservices.md) ### Application Utilities [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/dreamweaver/dreamweaver-original.svg) Adobe Dreamweaver](https://jobicy.com/talent?tool=dreamweaver.md) ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/confluence/confluence-original.svg) Confluence](https://jobicy.com/talent?tool=confluence.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ### Data Stores [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/azuresqldatabase/azuresqldatabase-original.svg) Azure SQL Database](https://jobicy.com/talent?tool=azuresqldatabase.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/dbeaver/dbeaver-original.svg) DBeaver](https://jobicy.com/talent?tool=dbeaver.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/mysql/mysql-original.svg) MySQL](https://jobicy.com/talent?tool=mysql.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/postgresql/postgresql-original.svg) PostgreSQL](https://jobicy.com/talent?tool=postgresql.md) ### Design [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/figma/figma-original.svg) Figma](https://jobicy.com/talent?tool=figma.md) ### Development [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/anaconda/anaconda-original.svg) Anaconda](https://jobicy.com/talent?tool=anaconda.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/docker/docker-original.svg) Docker](https://jobicy.com/talent?tool=docker.md) ### Languages & Frameworks [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/csharp/csharp-original.svg) C#](https://jobicy.com/talent?tool=csharp.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/cplusplus/cplusplus-original.svg) C++](https://jobicy.com/talent?tool=cplusplus.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/html5/html5-original.svg) HTML5](https://jobicy.com/talent?tool=html5.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/javascript/javascript-original.svg) JavaScript](https://jobicy.com/talent?tool=javascript.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/python/python-original.svg) Python](https://jobicy.com/talent?tool=python.md) ### Libraries [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/matplotlib/matplotlib-original.svg) Matplotlib](https://jobicy.com/talent?tool=matplotlib.md) [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/numpy/numpy-original.svg) NumPy](https://jobicy.com/talent?tool=numpy.md) ## Experience Product Owner | Uber Eats API Integration @ YumaPOS Jan 2025 - Jan 2026 Led end-to-end Uber Eats API integration, coordinated with external engineering teams, defined requirements, and drove issue resolution through testing and iteration. Served as primary point of contact between business stakeholders and Uber Eats engineering, aligned priorities, and ensured on-time delivery. Identified and escalated integration issues, improved order accuracy, and strengthened platform partnership readiness. Customer Success & Technical Operations Lead @ YumaPOS (UK) Jan 2024 - Dec 2025 Designed and implemented structured onboarding, integration, and lifecycle workflows for 100+ clients in an organization with no formal CS process. Reduced onboarding time by 60% through standardized frameworks and hands-on training. Owned API integrations across POS and SaaS platforms, reduced integration-related issues by 30%, and contributed to 90%+ account retention. IT Technician @ University of Pretoria Jan 2021 - Dec 2023 Supported 1,000+ devices across OS, hardware, and software environments while maintaining high system availability and user satisfaction. Designed ticketing and CRM workflows to improve tracking and resolution times. Managed logistics and operations for a 250+ device laptop loan program and collaborated with finance and procurement teams to streamline repair and acquisition cycles. Managing Director @ Hwange Wildlife Safaris Jan 2019 - Dec 2020 Led operations and strategy for a 20+ person organization, overseeing budgeting, resource planning, and performance management. Standardized operational processes across bookings, finance, and lodge management. Built automation systems using Docker, developed booking workflow integrations, launched a second lodge, and drove business growth through partnerships. Support & Operations Expert @ Toptal(Freelancer) Feb 2026 - Present Selected member of Toptal's Global Talent network - verified expert in Support & Operations ## Education University of Pretoria Jan 2020 - Oct 2023 Bachelor of Science, Information Systems Bachelor's degree focused on Information Systems. This professional hasn’t added portfolio projects yet. 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