Ronnie Hillel
TECHNICAL SKILLS PROFILE
MongoDB (NoSQL), PyCharm, Github, Jenkins, CircleCI, ArgoCD, Kibana & Grafana, RabbitMQ, Slack (Bots), Confluence & Sharepoint, Salesforce, Jira, Zendesk, Intercom, Linux, MS Office Suite, Wordpress, Voip IVR, Google Apps & Analytics, Web Design / Development, and Social Media management, VMware
EMPLOYMENT HISTORY
Technical Specialist | 9/2021 - 10/2022
HiredScore - Israel
- Provided 24/7 global support coverage by completing tasks, investigations, and troubleshooting inter-departmental requests through Jira tickets & external user requests through Intercom chats in a timely manner, maintaining a tight SLA, and tracking KPI to ensure peak service quality and turnaround time
- Monitor and ensure stability of all integrations with external systems, databases and crm using Kibana, Grafana, and RabbitMQ
- Make updates to config .yaml & .json files using Pycharm and updating changes by creating a new branch in Github, and test changes in a QA environment (box), with intention of merging new branch to master and safely update the platform as requests arriveBuild, test, and deploy corrections to issues with integration and missing / misplaced data using Jenkins
- Update SSO certificates on a regular basis, and bring down integration temporarily system wide until update is completedmp ppl
- Perform as Incident Manager when necessary, and follow protocol, send comms, and compile postmortem for review
Customer Support Department Supervisor | 11/2019 - 9/2021
Dario Health- Israel
- Responsible for maintaining customer service tier 1 & 2 support team representatives in a call center environment
- Provided product support escalation assistance to external customers worldwide
- Planned, organized, and hosted the daily shift briefings, outlining updates, expectations and workload for the day ahead
- Live call monitoring and shifting available representatives to relevant queues and tasks
- Prepared and distributed work to representatives based on skill level, capacity, and resource
- Planned and prepared weekly shift schedule, monthly payroll, and KPI reports for upper management
- Provided feedback to the company regarding service failures and software issues during weekly department meetings
- Conducted daily/weekly/monthly case performance reviews on case/call handling for each representative
- Held training sessions for all representatives on updates to procedures, changes in policies, and software updates
- Issued refunds, investigated chargebacks, and arranged urgent shipments as needed with distributors
- Managed all salesforce related administrative tasks, such as updates to case fields, user accounts, and access control
Customer Support Representative | 9/2017 – 1/2019
eToro - Israel
- Provided assistance to company platform users via email, phone, and chat support
- Solved user related issues and content monitoring via company message boards,forums, and social media platforms
- Provided new user registration documents for verification by risk assessment department
- Responded to user support tickets via Salesforce
- Managed chat support sessions of up to 5 users simultaneously
- Adjusted user trades, profits, and losses on an individual basis according to platform related issues
- Assisted users with rollouts of new regulations, procedural changes, and platform updates
Customer Support Representative | 2/2016 – 8/2017
GlassesUSA.Com - Israel
- Solve customer inquiries and issues via phone, chat, and email support
- Collaborate with other department reps to collect information and solve queries
- Assist customers in the completion of their online purchase
- Use of ZenDesk ticket system to communicate internally and externally
- Calling out to customers who are missing information needed to complete an order
- Make changes to orders as requested and notify proper departments via ZenDesk
EDUCATION
Bachelor of Arts - State University of New York - College at Oneonta - Graduated 2005
English / Hebrew Mother Tongue Fluency
