Myron Navarrete

• Because of the excellent support provided, knowledge of workflows, and great work ethic, onsite managers elected to promote me to the Lead Position for the US Business Development Operations team under new team name.
• Supervised, trained, and supported team members with their cases with platform partners in product adoption, technical support, promotional marketing, legal matters, and policy and compliance.
• Monitored regional and global SLA to ensure metric thresholds were met.
• Worked closely with Client Stakeholders to build end to end consultant processes for new projects.
• Lead the continuous improvement endeavor by intaking requests and listening to consultant/stakeholder pain points in workflows. Through this feedback cycle, successfully created SFDC dashboards for SLA monitoring and highlighted cases that need immediate attention to support regional leads and help provide data driven feedback to consultants, assisted in implementing automation in areas of workflows with high monotony to reduce average handling time and improve quality of service, and improved overall reporting accuracy by utilizing metrics in day-to-day tools rather than relying on consultant estimates.
• Help create, report, and present monthly/quarterly business reports to stakeholders.

· Assisted and nurtured platform partners in product adoption, technical support, promotional marketing, legal matters, and policy and compliance to foster healthy business relationships, and facilitate their growth and success on the Google Play Store.

· Received valuable training on the usage of Salesforce CRM and Google Sheets

· Triaged and supported over 1000 customer cases while meeting SLA requirements.

· Utilized technical background in programming to become the US PoC for partner escalations.

· Became the designated Subject Matter Expert and supported colleagues in problematic support cases.

· Because of excellent track record with platform partners, and high knowledge of processes, became the US Lead trainer for all new hires.

• Because of excellent support shown as a Developer Operations Analyst, elected by stakeholders to take on this new role to focus more on providing technical support to platform developers.
• Became the Point of Contact for Platform developers for technical product issues and escalations, delivering the highest level of developer satisfaction.
• Deciphered and troubleshooted bug reports on platform APIs, plugins, SDKs, App Center, games, and developer dashboard and maintain communication with Product Engineering for further assessment.
• Moderated and actively replied to external customer issues on the newly created Facebook Developer Community Forum.
  

• Reviewed third-party content to ensure review guidelines and policies are met.
• Provided direct support to customers about their submission results.
• Received training on best customer relationship practices to ensure high customer satisfaction.
• Because of technical knowledge in programming, personally chosen by Stakeholders to work with third-party developers to troubleshoot issues working with Facebook login extended permissions.