safa gaja

Workflow Optimization: Analyzed and streamlined support workflows to enhance operational efficiency and service delivery. Service Design & Implementation: Contributed to the design and rollout of new support channels, ensuring alignment with organizational goals and customer needs. Performance Reporting: Prepared performance reports, tracked KPIs, and provided data-driven insights for continuous improvement. Issue Resolution: Identified and addressed operational obstacles, maintaining high service standards. Budgeting & Forecasting: Assisted in budgeting and forecasting for customer service, tracking performance against financial targets.

Leading the largest GMC hackerspace in Lac 1. Run the day to day operations of the hackerspace smoothly and effectively Manage the hackerspace capacity by coordinating with the sales and operations team Serve members through instruction, providing clear processes and clean and safe work environments. Work with Marketing to organise events such as workshops, info sessions, demo days, job fairs etc Manage student and the instructor on boarding processes. Manage post-sales technical support for new customers. Create a supportive environment for learning, creativity, and creation. Elicit feedback from students and instructors to ensure improvement in overall experience own a city from end to end. You will manage expansion, revenue growth & costs. Accountable for all KPIs

Led regulatory compliance initiatives, ensuring adherence to industry standards and best practices across operations. Evaluated operational risks and spearheaded quality assurance programs to enhance service delivery and minimize disruptions. Directed the implementation of technology solutions to streamline customer retention processes, improving efficiency and customer satisfaction. Coordinated cross-functional teams in customer service, helpdesk support, site moderation, and sales lead generation to optimize performance and drive business goals. Managed the qualification and conversion of sales leads, contributing directly to increased company revenue. Drove process mapping and continuous improvement efforts, identifying bottlenecks and implementing solutions that enhanced operational efficiency and reduced costs.

Instructional Design & Program Leadership: Led the development and delivery of tech training programs, ensuring alignment with business objectives and industry standards. Tailored curricula to learner needs, driving skill development and job readiness. Learner Evaluation & Program Customization: Evaluated learner progress and adjusted training based on skill levels, creating refresh sessions and targeted interventions to address knowledge gaps and reinforce key concepts. Metrics Accountability & Performance Tracking: Managed key cohort metrics, including placement rate, Net Promoter Score (NPS), and starting salary, using data to continuously improve program outcomes and learner success. Mentorship & Career Development: Developed mentorship programs to provide ongoing support and career guidance, ensuring smooth transitions into the workforce and boosting job retention. Process Improvement & Operational Excellence: Drove process improvements in an Agile environment, optimizing training workflows and ensuring program scalability and efficiency. Team Leadership & Collaboration: Managed instructional designers and trainers, fostering a culture of collaboration and excellence. Partnered with HR, operations, and tech teams to refine training strategies and enhance learner experiences.