Amanda Gaba

Web Application for Regulatory Entities:

• Inherited and modernized the legacy system, enhancing both the backend and frontend components, resulting in a 45% increase in user adoption.
• Implemented new features and optimizations that improved workflow efficiencies for regulatory bodies in the healthcare sector.
• Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.

API Products:

• Led the modernization of multiple API products, preparing them for monetization in partnership with sales and marketing teams.
• Developed strategies for API utility maximization, aligning technical capabilities with market demands.
• Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.

Web Engine:

• Directed the complete rebuild of a complex web engine that underpins the company's main website, utilizing AI Bedrock technology.
• Spearheaded integration of AI to enhance the engine's flexibility and adaptability to diverse business logics.
• Managed stakeholder expectations effectively throughout entire product development process.

Implementation Tool for Onboarding:

• Designed and developed a tool that significantly improved the efficiency of the client onboarding process, increasing the capacity from 8 to over 30 clients annually.
• Ensured tool's scalability and adaptability to meet growing business needs and client requirements.
• Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.

• Directed 50-person team of customer service personnel while helping front-line team members work effectively with hundreds of clients daily.
• Mentored junior team members, fostering culture of continuous learning and professional growth within the organization.
• Acted as primary point of contact for escalations, working closely with Software Quality Support, Partner Success Managers, and IT to resolve complex issues and improve customer relations.
• Developed comprehensive training programs that enhanced skills and performance of team members, aligning with company goals and customer service standards.
• Introduced new CRM tools for better tracking of customer interactions, resulting in improved case handling efficiency.

• Led front-line support agents, focusing on enhancing customer support practices and resolving high-level service challenges.
• Improved the overall efficiency of the support team with streamlined processes and clear communication.
• Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules. Collaborated with cross-functional teams to improve the product based on customer feedback and support incidents.
• Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
• Managed recruiting and training processes for new hires, ensuring a consistent and comprehensive onboarding experience.

• Utilized strong multitasking abilities to simultaneously engage in online chat conversations, email correspondence, and internal communication channels to provide comprehensive support to customers and team members.
• Demonstrated adaptability by handling diverse customer inquiries across various industries and platforms.
• Expanded product knowledge through ongoing training sessions, staying up-to-date on industry trends and developments.
• Exceeded performance metrics by consistently meeting or surpassing targets for chat response time and customer satisfaction ratings.
• Directed and supervised team of 10 engaged in chat and calls.