Serge Sroujian

• Leading innovative reporting and automation efforts across distributed channels. • End to end orchestration and implementation of data pipelines, data modeling and data flows. • Streamlining deployment pipelines and refining reporting lifecycle efficiency. • Performing ETL and data transformation by leveraging modern tools (PowerBI, Power Query, Power Automate) • Supporting operational KPI development and providing data-driven insights. • Collaborating with external vendors for various SaaS integration and AI initiatives.

• Lead simultaneous SAAS integration projects for property access control systems in an agile environment within the dynamic realm of proptech • Facilitate collaboration and foster strong relationships among cross-functional teams, stakeholders, and company executives. • Conduct requirements gathering and draft implementation plans. • E2E Customer journey mapping and process improvement. • Implement CRM systems to support task prioritization, tracking and documenting steps throughout the project life cycle. • Develop comprehensive executive reports and dashboards. • Conduct user acceptance tests and validation of deployment. • Assess the integration performance for continuous optimizations. • All other related tasks.

• Oversee web development projects through its complete life cycle. • Develop project schedules, execution strategies and road maps. • Develop operational reporting for data-driven decision making. • Cost estimating, budget monitoring and quality assurance. • Gather requirements from various stakeholders. • Sprint backlog prioritization, planning, and task delegation. • Support the implementation of various technologies to streamline project delivery and daily operations. • All other related tasks.

• Lead and manage a team of technical support representatives. • Conduct hiring interviews and plan employee integration. • Build highly effective strategies to manage performance. • Analyze various performance reports and monitor trends. • Develop reports, tools and processes that enhance productivity. • Build strong relationships with clients, partners, stakeholders, and executives. • All other related tasks.

• Lead and provide support to a technical support team. • Coaching and performance management. • Advanced optimization of complex operational reports. • Develop performance improvement plans / coaching paths. • Plan and coordinate team meetings and calibration sessions. • Analyze customer satisfaction trends and develop tools that improve productivity, first contact resolution and revenues. • Management of various internal software projects. • All other related tasks.

• Gather, compile, and analyze data from various data sources. • Conduct data cleaning using ETL processes. • Develop queries to pull data from relational databases. • Develop and design reports, dashboards, and visualizations. • Automate routine reporting tasks to streamline efficiency. • Perform quality checks on reports to ensure data integrity. • Analyze trends and outliers to derive actionable insights. • All other related tasks.

• Manage and support technical support representatives. • Lead a team of subject matter experts to support outliers. • Rigorous follow-ups on action plans and performance targets. • Monitor calls and ensure adherence to quality standards. • Spearhead all activities related to improving customer experience and satisfaction. • Develop effective tools to enhance coaching methodology. • Analyze post-call surveys to target specific customer needs. • All other related tasks.

• Develop sales strategies and streamline processes for increased efficiency. • Develop and lead a team of technical advisors. • Coaching and performance management initiatives. • Call monitoring and behavioral analyses. • Build and maintain various performance reports and dashboards for the leadership and executive team. • All other related tasks.