Katia Hoinka-Loyer

Define product vision, direction and positioning. Coordination with the IT development team for the development of the final product. Manage, prioritize and execute on a product backlog using requirements Communication with Engineering and sales, documenting requirements based on ongoing changes in the market. Compose requirements, specifications and acceptance criteria using user stories. Management of the dev Teams, and controlling progress on tasks.

• Operational management of Call Center and collaboration with agencies, optimization of the operational model • Analysis of indicators, design action plans and ensuring the implementation of these improvements. • Design and development of Scorecard. • Planning and implementation of internal processes. • Design and Implementation Methodologies Working horizontal teams. • Participation in projects Customer Management. • Search and coordinate transformation initiatives.

Develop a Web System called Helpdesk. Mixing JavaScript with different visual codes. Recollect and analyse all the information (requirements, needs, schedules, exceptions) from all the areas involve in the process. Elaborate documentation related to every process in the system. Develop and design of the Database structure used in this system. Make possible the connection with an embedded Database.

Perform outsourced systems administration skills for assigned customers. Assist with tactical tasks required to run an effective On Base system on a weekly/monthly basis. Assist to ensure long-term success of the services. This task includes documentation and generation of monthly reports. Build enduring relationships throughout the course of the outsourced administration services. Contribute to the development of the services by providing feedback on product opportunities and deficiencies.