Paul Evens DESTIMA

Consulted SMB clients on Meta advertising solutions, delivering data-driven optimization recommendations while consistently maintaining 75%+ Customer Satisfaction (CSAT) through strategic guidance and effective client relationship management. Leveraged Meta Ads Manager, Meta Business Suite, CRM systems, and Excel to monitor KPIs, deliver strategic recommendations, and support high customer satisfaction.

Successfully led and mentored a customer operations team in a demanding environment, propelling KPI attainment and elevating team quality scores to an impressive 85% through meticulous performance monitoring, data-informed coaching, and ongoing process enhancement. Effectively utilized Salesforce, Excel, CRM systems, and performance dashboards to scrutinize KPIs, produce comprehensive performance reports, and bolster strategic operational decisions.

Leveraged CRM platforms, ticketing systems, Excel, and performance dashboards to conduct case analysis, track KPIs, and pinpoint opportunities for operational enhancement. Functioned as the Subject Matter Expert (SME) for the Distributel account, offering advanced troubleshooting, escalation support, and operational guidance. Concurrently, provided coaching to agents and support to Team Leaders to augment sales conversion and customer retention (save rate).

Provided expert technical assistance for internet, mobile, and home phone services, adeptly resolving connectivity, billing, and account concerns. Managed service activations and escalations, successfully achieving a 20% First Call Resolution (FCR) KPI target through proficient problem diagnosis and resolution. Employed CRM systems, ticketing platforms, knowledge bases, and diagnostic tools to meticulously document cases, resolve incidents, and uphold superior customer satisfaction.

- Completed an intensive Software Engineering and Cloud Engineering program with hands-on projects using Python, Flask, SQLAlchemy, PostgreSQL, SQLite, HTML, CSS, RESTful APIs, Git, and Docker. - Designed and deployed cloud infrastructure on AWS using EC2, S3, IAM, Application Load Balancer (ALB),