Areej Ahmed

Lead Support Engineer

Localz

04.2021 - 05.2023

Managed end-to-end project delivery of client-requested software services for over 50 Australian and international clients across industries annually. This included: overseeing each client’s project scope; coordinating team delegation to meet project deadlines; maintaining client engagement throughout the project, and providing project tracking and reporting to the customer success team and stakeholders to ensure satisfaction with project outcome, and facilitate client go-lives
Managed a small support and quality assurance team. This included: daily support standups to manage team capacity and to triage, prioritize, and delegate incoming support requests.
Collaborated with executive management to address client feedback and implement process improvements to increase support quality and expedite ticket fulfillment efficiently.
Addressed urgent client Incidents: triaged incidents with the engineering team, liaise the communication to the affected client, customer success representative, the engineering team, and any stakeholders. Conducted Post-Incident Reviews with the involved team to address customer impact, investigate cause, what occurred, fixes implemented, lessons learned and contrive action items to prevent or mitigate it in the future
Onboarded new client projects: configured all aspects of the project, and integrated our solution with the client's API and tech platform
Oversaw the successful end-to-end onboarding process for new clients, ensuring smooth solution deployment, and maintained communication with the client and all stakeholders throughout the project
Implemented agile methodology and tools (such as Asana, Hubspot, and Slack) to improve team capacity and process, deliver high-impact project solutions and increase team efficiency by 60%.
Conducted quarterly “retrospectives” with the team. This involved assessing team processes, identifying areas of improvement and work out solutions.

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