Augusto Blandini

Head of Support Operations

AmpiFire

Dec 2023 - Current (2 years 9 months)

Process & Operational Overhaul: Redesigned onboarding, replacing ~200 hours of videos with written documentation — training time cut from 2 months to 2 weeks. Rebuilt processes from the ground up, prioritizing initiatives by impact on customers and other departments. Introduced project management frameworks to standardize expectations, define metrics, and accelerate execution — improving project completion speed with less oversight. Rebuilt recruitment process and defined clear roles & responsibilities, improving clarity, accountability, and collaboration. Cross-Department Collaboration: Solved interdepartmental collaboration issues, establishing regular feedback loops with product and operations. Enabled collaboration with Product, leadin

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Product Owner Jr, Marketing strategist and copywriter

Nolock LLC

Jun 2023 - Dec 2023 (7 months)

• Product Management: In the process of rebuilding a company’s proprietary software, responsibilities covered backlog management, process refinement, and user experience & interface redesigning, acting as the first layer of product development within the cross-functional scrum team. • Marketing Strategist: Defined and executed new client acquisition strategies, processes, and online presence. Key Achievements: ✔ Defined new user-based processes and interfaces to facilitate scalability of key modules within the digital product ✔ Established a new online presence for the organization to connect with new prospects via multiple channels

Management Consulting, Senior Technical Support

Simplesite

Aug 2019 - Jan 2023 (3 years 6 months)

• Subject Matter Expertise: Produced organized documentation of processes, customer care, and team management best practices, and created databases to conduct data analysis as part of consultation duties for management on contact root cause tendencies efficiently. • Issue Escalation & Resolution: Showcased technical knowledge of platform features in handling complex cases that require the highest level of support, providing timely, brief, and concise resolution to achieve high customer satisfaction ratings. Key Achievements: ✔ Improved company-wide service levels by creating technical and soft skills training materials and guidelines. ✔ Established practices to favor data and performance tracking for both the team and product.

Project Lead - AMD & Psyonix

CA

Jan 2017 - Jul 2019 (2 years 7 months)

• Cross-Functional Leadership: Led all aspects of relations with both clients and the support operations of a team of 50+ members, focusing on strategic planning and implementation of initiatives while coordinating interdepartmental efforts to improve service levels. • Performance Optimization: Processed competent execution of duties, including operational planning, data analysis, and collaborating with Training and Quality departments to implement company-wide process improvements while internally implementing systemized processes to meet and improve the team’s KPIs. Key Achievements: ✔ For the AMD account: Prevented client churn and achieved service excellence by implementing structural operation changes, improving customer satisfactio

Team Lead - Activision

CA

Dec 2015 - Dec 2016 (1 year 1 month)

• Performance Development: Exemplified hands-on and strategic leadership skills in managing 40+ customer support agents, monitoring operations performance, identifying improvement areas, analyzing/reporting business data, and implementing development initiatives to elevate and boost the team’s performance and results in quality service. • Team Management: Managed day-to-day team operations and executed yearly on-site visits to the client’s HQ to analyze operation processes, create training materials, and deliver recommendations during strategy meetings on methodical plans to address operational roadblocks while maintaining efficiency. Key Achievement: ✔ Spearheaded training and coaching initiatives, and optimized team quality monitoring

Product Specialist - Activision

CA

Mar 2015 - Nov 2015 (9 months)

• Team Leadership: Ascertained service quality through effective performance coaching, leveraging leadership skills in training and delegating tasks for team members, orchestrating work streams, and motivating productivity to support goals. • Customer Support: Provided a high level of customer support in overseeing technical operations and responding to issue escalations, showcasing the ability to build customer relations and trust through open and interactive communication.

Technical Support Agent - AMD

CA

Nov 2014 - Mar 2015 (5 months)

• Technical Troubleshooting: Displayed a solid technical background by providing computer hardware diagnostics, troubleshooting assistance, and effectively identifying and resolving issues in the least amount of time to gain a higher customer satisfaction rating and to avoid any further problems, damages, and management escalations. • Problem Resolution: Proficiently conducted root cause analysis on issues to develop solutions & preventive measures.

Collections and Customer Service

Hy Cite Enterprises LLC

Jan 2012 - Jul 2014 (2 years 7 months)

• Sales Optimization: Optimized refined soft skills, acquiring expertise in client negotiation, conflict resolution, and customer service management to ensure high-quality performance and drive revenue generation Key Achievement: • Earned a reputation as the Top Performer for 18 months through effectively assessing individual client situations, and providing financial advice which led to collecting payments in full for a majority of debtors, vastly exceeding performance expectations.

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