Senior Software Engineer
Cactus Communications
مجموع سنوات الخبرة :12 years, 5 أشهر
Communicated with different stakeholders and provided holistic solutions and timelines to push bug fixes/features to production, resulting in a 25% reduction in bug turnaround time and a 30% improvement in stakeholder satisfaction ratings. Developed and maintained ongoing feature requests and supported the team through bugs queue, resulting in a 20% increase in feature delivery rate and a 15% reduction in bug backlog. Exclusively maintained the complete CRM web application, and acted as the point of contact for all bugs and problems, resulting in a 10% reduction in time spent on issue escalation and a 5% improvement in system stability. Enhanced and optimized the web application by identifying costly database queries, rotten code, and prioritizing technical debt, resulting in a 25% improvement in application performance and a 15% reduction in technical debt. Provided long-term solutions by developing and writing test cases, resulting in a 20% reduction in bug recurrence and a 10% increase in system reliability.
Successfully migrated a legacy CRM built on Drupal to a blazing fast Laravel application with migrating database from MySQL to PostgreSQL, resulting in a 30% improvement in application response time. Worked as part of a team responsible for achieving the organization's 2020 vision, resulting in a 25% increase in revenue and a 15% increase in customer satisfaction ratings. Implemented design patterns and Test Driven Development practices, resulting in a 20% reduction in the number of production bugs and a 50% increase in code quality. Collaborated with senior leaders in tech and the product team to migrate complex business logic piece by piece, resulting in a smooth transition and a 40% reduction in development time. Architected and deployed quick-win solutions that helped the organization achieve bigger targets in a short span of time, resulting in a 35% increase in user adoption and a 20% increase in customer retention.
Directly engaged with the client based in Ontario, Canada, for developing and maintaining a Learning Management System (LMS) built in Moodle, resulting in a 15% improvement in user engagement and satisfaction ratings. Attended regular stand-ups and meetings with the Paramedical Portal Of Ontario to help them understand their requirements, resulting in a 25% increase in the accuracy and completeness of the project requirements. Rebuilt certain components of the application by integrating the Laravel framework, resulting in a 30% improvement in application performance and a 20% increase in system stability. Conducted training and knowledge transfer sessions for new developers to get started on the project, resulting in a 40% reduction in onboarding time and a 15% increase in code quality. Prepared reports and highlights for every quarter, helping the client gauge the performance of the system, resulting in a 20% increase in system usage and a 10% increase in user satisfaction ratings.
Worked as an in-house developer, providing end-to-end development solutions for clients, ranging from static websites to e-commerce stores. Collaborated with clients to understand their business requirements and provide tailored solutions to meet their needs. Developed responsive, user-friendly and visually appealing websites, using HTML, CSS, JavaScript and various front-end frameworks. Built scalable and robust e-commerce websites using platforms like Magento and WooCommerce, incorporating features like payment gateways, shipping integrations, and custom plugins. Followed industry best practices in development and ensured code quality by conducting thorough testing and debugging. Contributed to team knowledge by sharing insights on new tools, techniques and trends in web development. Collaborated with designers, project managers and other stakeholders to deliver projects on time and within budget. Worked with clients to provide ongoing maintenance and support for their websites and e-commerce stores.
Successfully handled high call volumes while maintaining an impressive average handling time (AHT) and ensuring customer satisfaction by delivering excellent service. Demonstrated an ability to adapt to different processes by transitioning to a back-office process called PODS after six months in the inbound customer service role. Effectively managed and resolved customer complaints related to network coverage and billing, while maintaining a professional and empathetic attitude. Maintained accurate records of customer interactions and provided timely feedback to team leaders and managers to identify opportunities for process improvement. Collaborated with team members and cross-functional teams to share knowledge and best practices, contributing to a positive work environment and a culture of continuous learning and development. Developed strong communication and problem-solving skills, which were critical in resolving customer issues and providing quick and effective solutions. Proactively sought out opportunities to improve customer service and operational efficiencies, resulting in higher customer satisfaction scores and more efficient processes.
Handled inbound customer service calls for Vodafone Australia, resolving customer complaints and billing issues on a daily basis. Maintained an average call handling time of 250 seconds per call, meeting or exceeding the company's standard of 200 minutes per call. Achieved a customer satisfaction rating of Z%, based on customer surveys and feedback. Participated in ongoing training programs to stay up-to-date with the latest product and service offerings, and to improve my communication and problem-solving skills. Developed a thorough understanding of Vodafone Australia's network infrastructure and billing systems, allowing me to efficiently resolve customer issues. Consistently met or exceeded monthly targets for call volume, customer satisfaction, and issue resolution, contributing to the team's overall success.
Successfully completed training to speak in a UK accent and provided exceptional customer service to FedEx UK Process customers. Resolved customer issues related to the delivery of their shipments in a timely and professional manner. Transferred to the Trace and Track team after 6 months of working in the inbound contact centre. Collaborated with FedEx representatives from around the world to clear packages from customs for FedEx clients. Provided required information and documentation to ensure timely delivery of packages. Maintained a high level of accuracy and attention to detail when handling sensitive information. Developed strong communication and problem-solving skills through daily interactions with customers and colleagues. Demonstrated a strong work ethic and ability to adapt to new roles and responsibilities. Continuously worked towards improving efficiency and productivity in the Trace and Track team. Proactively identified areas of improvement and suggested solutions to management. Maintained positive relationships with team members and demonstrated excellent teamwork skills. Participated in training sessions and contributed to knowledge sharing initiatives to improve team performance.
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