PABLO PRESTI-MOHR
Monterey,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
3
3
Languages
16
16
years of post-secondary education
Work History
Meta
Menlo Park, CA
07.2019 - 11.2022
- Supervising, Learning & Development/Knowledge Management
- Queue Management: Including effectively managing all service channels for the LATAM market by monitoring market specifics queues and ensuring that all user inquiries are handled in a timely manner
- Liaise closely with vendors to ensure all operational KPIs and quality standards are meeting and exceeding targets while working collaboratively to improve processes and tools
- Tickets solving, monthly country insights, specific products incubations, pre and post products launching, run businesses product sprints for our SMB app, responsible for automations that help us to monitor and control the production and delivery of our products and services, weekly RCAs to identify customers pain points and from that develop the strategies to address customers make them better, survey developer, new hires onboarding responsible, WOO (winning others over) crew lead for our Operations Team, etc
- Generate market research to identify business trends and provide feedback to engineers about new launches and the impact in our users
- Increased positive automations outcomes by managing and redefining our negative auto responses
- Insights: Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of community of users
- Leverage various channels (e.g., social media) to flag and escalate user sentiment on product to the appropriate cross-functional partners to drive product impact
- Provide in-depth market summaries, inclusive of narratives that focus on trends, events, and improvement suggestions
- Risk Mitigation: Own and manage the local events calendar for Argentina (elections, holidays, etc.)
- Create local risk mitigation strategies in partnership with cross-functional teams for local events
- Cross-functional Collaboration: Collaborate with cross-functional partners in Product, Analytics, Research, etc., to improve processes and tools
- Foster an environment of collaboration and cross-site partnership
- Engage and build relationships with cross-functional teams and stakeholders to contribute to company goals with market expertise
- Worked with colleagues on the development, implementation, and maintenance of first-class customer service culture across different locals
- Worked with Trust and Safety teams to recognize possible misuse of the application, for example during elections, identifying possible treats in advance
- Vendors: Delivered timely, accurate and professional operational support to all vendors within a specified SLA
- Drive results in a cross functional environment
- Demonstrated excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Contributed to definition and design of tools, standard operating procedures and processes (training, problem solve etc.).
Maps Specialist Editor, QA
Facebook
Menlo Park, CA
08.2016 - 08.2018
- Queried the world OpenStreetMap database to check the quality of data
- Queried, inspected, and edited GIS data
- Communicated detailed analyses to support decision-making
- Developed stable processes for human validation of both OpenStreetMap data production and map QA
- Trained and helped hire other Map Editors and Quality Analysts and managed priorities for the QA team
- Measured and tracked metrics and ensured consistency in processes and analyzed results across the team
- Provided real-time coaching, mentoring, and support to new editors, including knowledge of new material in a rapidly changing environment.
Maps Analyst
Apple
Sunnyvale, CA
10.2014 - 07.2016
- At Apple as a Maps Quality Analyst (QA Rater)
- Query analysis in mobile applications for LATAM
- Data analysis for Argentina as well as Brazil, Venezuela, Mexico, Chile, Spain, the United States, and a few European countries
- Improved and evaluated various Maps services
- Executed pattern recognition projects where large amounts of data are evaluated and reviewed to come to conclusions and recommend appropriate actions
- Served as a Member of the hiring team and conducted interviews to select the best new employees for the team.
Lab Aide
Institute for International Students
San Francisco, CA
08.2011 - 08.2013
- For international students, both in person and by phone, both overseas and within the US, in resolving issues including immigration, health care, application and enrollment, housing, as well as general inquiries and problem-solving
- Responsibilities also include general office work such as filing, data entry, attendance, exam proctoring and scoring, student orientations, interviewing, and training junior lab aids
Education
No Degree - Law
Buenos Aires State University
Argentina 03.1994 - 12.2000
No Degree - Business Administration And Management
De Anza College
Cupertino, CA 07.2018 - Current
High School Diploma -
Colegio Juan Jose Silva
Argentina 03.1988 - 12.1992
Skills
Communication
Empathy
Ability to foster relationships
Ability to provide and accept feedback
Organization
Honesty
Adaptable
Proactivity
Customer oriented
Time management
RCA
Cross-Functional Collaboration
Team work
Project Management
Accomplishments
- Took on tasks originally assigned to peers to decrease their workloads, completing them within expected time constraints.
- Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.
- Assessed potential issues and recommended solutions to prevent customers loss.
Timeline
Meta
07.2019 - 11.2022
No Degree - Business Administration And Management
De Anza College
07.2018 - Current
Maps Specialist Editor, QA
Facebook
08.2016 - 08.2018
Maps Analyst
Apple
10.2014 - 07.2016
Lab Aide
Institute for International Students
08.2011 - 08.2013
No Degree - Law
Buenos Aires State University
03.1994 - 12.2000
High School Diploma -
Colegio Juan Jose Silva
03.1988 - 12.1992