Summary
Overview
Work History
Skills
Timeline
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Suzanne Kirabo

Budapest

Summary

Enthusiastic support and project lead eager to contribute to team success through collaboration, dedication and clear understanding of customer and organizational needs. I bring my deep commitment to self-improvement and exploration to every project through attentive, critical thinking and careful decision making.

Overview

5
5
years of professional experience
3
3
Languages

Work History

Project Lead- Tech and Operations

Chayn
03.2024 - Current
  • Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
  • Managed and maintained Chayn’s IT infrastructure, ensuring the smooth operation of third-party tech platforms and internal systems to support the team’s work.
  • Led efforts to ensure GDPR compliance and SOC 2 certification requirements to enhance security and operational efficiency
  • Streamlined workflows by designing and implementing automation tools and processes, increasing operational efficiency and reducing manual workload.
  • Saved costs on multiple projects by identifying opportunities for process improvement and implementing cost-effective solutions.

Project Associate- People and Operations

Maze
06.2022 - 12.2022
  • Developed and sustained a culture of continuous improvement, encouraging team members to share ideas for optimization and innovation.
  • Managed budgets efficiently by tracking expenses closely and reallocating resources as needed during the course of projects.
  • Implemented data-driven decision-making processes, enabling informed choices based on accurate insights.
  • Consistently met deadlines through proactive planning and diligent follow-up with team members on task progressions.

Technical Support Team Lead

Whereby
03.2021 - 05.2022
  • Liaised with product development teams to report recurring issues, ultimately driving product enhancements based on customer feedback.
  • Created detailed reports on team performance metrics, presenting valuable insights to senior management during quarterly business reviews.
  • Established clear performance benchmarks, motivating team members to consistently exceed expectations.
  • Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.

Customer Support Team Lead

TM App by MFI
01.2020 - 03.2021
  • Led the Help Center project for the public launch of an app,
    ensuring comprehensive documentation for users and customer support.
  • Managed a team of customer support representatives, ensuring consistent quality in service delivery.
  • Conducted training and on boarding sessions for new
    support agents, conducting bo- weekly reviews for performance
    improvement.

Skills

Helpscout/zendesk/intercom

Salesforce/Okta/Hubspot

Tableau/ sheets

Miro/ Trello

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Timeline

Project Lead- Tech and Operations

Chayn
03.2024 - Current

Project Associate- People and Operations

Maze
06.2022 - 12.2022

Technical Support Team Lead

Whereby
03.2021 - 05.2022

Customer Support Team Lead

TM App by MFI
01.2020 - 03.2021

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Suzanne Kirabo