Nakita Marchiello

‣ Built and scaled Service Operations from a team of 1 to 8 across Germany and Serbia in two years ‣ Lead end-to-end operations for ~300 customers and ~200 partners across SMS, WhatsApp Business, and Viber: my team executes the technical work, I drive the process and support Sales/Account Management, no contract or quota ownership ‣ Designed the blueprint for company-wide process automation, partnering with Devs on implementation - cutting manual errors by up to 75% ‣ Co-designed New Sales workflows and too

‣ Led automation projects with the dev team, cutting IR21 processing errors by 75% and SPID insertion effort by 60% ‣ Designed a price list automation solution with a third-party vendor - 65% reduction in manual work ‣ Investigated and resolved carrier billing disputes on Finance's behalf ‣ Took ownership of Sender ID registration for the full customer portfolio

‣ Took full ownership of Network Data Management, working independently ahead of typical timelines ‣ Built with Devs a daily automated ticketing workflow that replaced manual updates ‣ Trained and mentored every new intern who joined the team

‣ Learned the A2P messaging business from the ground up — routing, provider testing, network data ‣ Tracked global network changes (mergers, rebrands, launches) to keep routing data audit-ready