James Ripoll

- Supported clients in using IKA solutions, analyzed their issues, and provided tailored technical and functional solutions. - Managed the full lifecycle of support tickets in Jira: intake, qualification, ownership, updates, follow-up, and closure. - Investigated and resolved Level 1 and Level 2 application incidents, including error analysis and issue reproduction. - Queried and validated data using SQL to investigate incidents, verify data consistency, and identify root causes of application anomalies. - Collaborated with Product, Project, and Data teams to document issues clearly in Jira and follow fixes through to production. - Monitored applications and recurring incidents to anticipate anomalies, produce incident summaries, and support corrective actions. - Created and improved user documentation and guides, while keeping clients informed throughout incident resolution and monitoring post-resolution satisfaction. Technical environment: Jira, SQL, Excel/VBA, Git/GitLab, APIs.

Co-created Statpadr, a football social platform for mobile and web combining live match tracking, community content, messaging, free predictions, and online games. - Led the product data strategy and built KPI dashboards covering acquisition, activation, retention, engagement, live activity, publications, interactions, notifications, gaming usage, API performance, and platform stability. - Designed the end-to-end user experience, including onboarding, feed, match/club/player pages, profiles, rankings, lists, messaging, games, and settings. - Structured football and community data, including live scores, match events, lineups, statistics, fixtures, standings, predictions, and social interactions. - Implemented a real-time, secure, and observable architecture covering authentication, media storage, WebSockets, anti-spam, moderation, monitoring, and GDPR principles. Main stack: TypeScript, React Native/React, React Native Web, Expo & Expo Router, TanStack Query, Zustand, Bun, ElysiaJS, PostgreSQL, Drizzle ORM, Redis, WebSockets/SSE, API-Football, MinIO/Cloudflare R2, Docker, Caddy, PgBouncer, Prometheus, Grafana, Sentry/GlitchTip, GitHub Actions, EAS/TestFlight, Swift, and Kotlin.

End-to-end development of digital projects combining mobile/web applications, data architecture, and machine learning models. - Design and development of mobile and web applications: user journeys, interfaces, authentication, databases, real-time features, notifications, and iOS publishing. - Data modeling and structuring: database schema design, data processing pipelines, performance indicators, KPI dashboards, and reporting automation. - Design and development of machine learning models to analyze, predict, or classify data based on business needs. - End-to-end project management from ideation to deployment: product scoping, UX/UI, development, testing, monitoring, and continuous improvement. Main technologies: TypeScript, React/Next.js, React Native, Expo, Supabase, Vercel, Git/GitHub, APIs, Xcode, App Store Connect, TestFlight, Swift, SwiftUI, SwiftData, PencilKit, WidgetKit, UserNotifications, Appwrite Cloud, Python, SQL, pandas, scikit-learn, Tableau, Oracle, Nhost. Certifications in SQL, JavaScript, Python, SEO, and related areas.

Monitored audience metrics, KPIs, and key conversion funnels (Adobe Analytics, Qlik, Excel). Led incoming requests during major commercial operations and delivered impactful post-mortem reports (REX). Analyzed and optimized customer journeys to boost engagement and conversion. Designed and automated dynamic dashboards using statistical methods to detect anomalies and track performance (Excel, VBA, Report Builder, Adobe Analytics, Power BI). Investigated performance issues, escalated anomalies, built audience segments, and conducted ad hoc analyses (Adobe Analytics, ContentSquare). Conducted cross-platform user behavior studies for SNCF Connect, comparing results by market, device, and browser. Built a forecasting model for carrier business volumes (Python, Excel).

Assisted in managing client portfolios for a 3-person team, covering ~180 accounts (Homair, Suez, Toyota, Coyote, Bexley, Kubota, Continental, Agicap). Independently managed a diverse portfolio of 10 clients (Olympique Lyonnais, Handicap International, Piscine Center, CGN), including 3 in onboarding phase and 2 dormant accounts at churn risk. Implemented an anti-churn strategy that maintained a 100% retention rate among at-risk clients. Prepared and presented Business Reviews and Steering Committee reports. Provided strategic advice on A/B testing and personalization optimizations. Delivered technical consulting and solution configuration. Performed data analysis and created reports to guide client decisions. Led client meetings and produced detailed meeting minutes. Handled client support emails and tickets via Intercom. Achieved A/B Tasty Essentials and A/B Tasty Expert certifications. Tools: Slack, Broggl, ChurnZero, JIRA, Intercom, Zendesk, Loom, Trello, Teams, Zoom, HTML, CSS.

Managed social media accounts to boost brand visibility and engagement. Designed and organized promotional contests to drive audience participation. Distributed flyers to increase local awareness and reach. Created and maintained a WordPress website with SEO best practices. Tools: WordPress, Twitter, Instagram, Facebook, SEO, PowerPoint, Canva.

Stock management and inventory control. Cash register operations and payment handling. Customer relationship management and in-store assistance.

Managed social media accounts to increase brand visibility and engagement. Maintained the Prestashop e-commerce site and updated product listings. Created and managed a WordPress blog with SEO best practices. Tools: Prestashop, WordPress, Canva, Excel, SEO, Facebook, Instagram, HTML, CSS.

Managed a team of 8 employees, ensuring operational efficiency and team performance. Oversaw store operations and stock management. Performed cash register operations and daily cash reconciliation. Handled store opening and closing procedures. Delivered high-quality customer service and managed conflict resolution.