Sr. Community Specialist @ Zapier | Founder of Floxies Community | Building D.A.M.N. awesome Discord communities

Passionate community builder and tech enthusiast, I have successfully transitioned from working as a primary school teacher to becoming a tech leader, leveraging my skills in UX/UI design and Webflow development.

As the Founder of the Floxies Community, I've created an empowering platform for over 1500 women in UX/UI design and Webflow development. Our weekly "Wonder Wednesdays" live events provide our members with valuable insights from industry experts, fostering a vibrant and supportive learning environment.

In addition to Floxies, I work as the Community Manager for NoCodeOps, where I've built a thriving community centered around no-code operational solutions.
Our weekly live events bring in thought leaders from the no-code space, further enhancing the knowledge and skills of our community members.

My unique blend of creativity, technical skills, and community-focused approach has not only allowed me to build and nurture these communities but has also established me as a thought leader in the tech space.

I’m continuously seeking out new ways to grow and optimize our communities, fostering a culture of learning and mutual support. I believe in the transformative power of communities and the limitless potential they hold for individual growth and industry innovation.

In my free time, I enjoy playing the piano, playing soccer and playing video-games
(yes, I love playing in general! 😜).

I am also a proud member and Ambassador at Women TechMakers.

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👩‍🏫 Be human
👩‍💻 Be kind
📚 Learn all life

Claudia Cafeo 🏳️‍🌈

Prashil Patel 👋

Colonial First State

Key Responsibilities and Achievements:

• Led the successful implementation of ITIL processes across the organization, improving service delivery and operational efficiency.
• Continuously analyzed and refined ITIL processes, resulting in a 20% reduction in incident resolution time and a 15% increase in customer satisfaction.
• Managed and resolved high-priority incidents, minimizing downtime and ensuring service continuity.
• Conducted thorough root cause analyses for recurring issues and implemented permanent solutions, reducing incident recurrence by 25%.
• Oversaw the change management process, ensuring that all changes were thoroughly reviewed, approved, and communicated effectively.
• Established and monitored key performance indicators (KPIs) for the application support teams, leading to a 10% improvement in first-call resolution rates.
• Maintained strong relationships with key stakeholders and end-users, ensuring their needs and expectations were met.
• Conducted training sessions for staff on ITSM best practices and new tools, enhancing the overall competence and productivity of the team.
• Proficient in using various ITSM tools such as ServiceNow for incident tracking, change management, and service request fulfilment.
• Spearheaded automation initiatives that integrated ITSM tools with other enterprise systems (e.g. Microsoft Teams, resulting in streamlined operations and reduced manual effort.
• Implemented regular feedback loops with users and stakeholders to identify areas for improvement and drive continuous service enhancement.
• Conducted benchmarking against industry standards and prepared detailed reports for senior management, demonstrating the value and impact of ITSM initiatives.

Service Delivery Lead - IT Service Management & IT Operations

Commonwealth Bank

As a Service Delivery Lead my key responsibilities included incident management, problem resolution, and ensuring service level agreements (SLAs) are met. I utilized ITIL methodologies to streamline processes, improve service delivery, and enhance user satisfaction. My role often involves coordinating with vendors, various IT teams, analyzing service performance metrics, and implementing continuous improvement initiatives. With a strong focus on customer service, I exceled in communication, problem-solving, and strategic planning to drive operational efficiency.

As an Operations Deliver lead, I managed and resolved IT incidents, monitored partner performance, and implemented ITIL best practices. I collaborated with teams to troubleshoot issues, conducted root cause analysis, maintained process documentation, and ensured compliance with SLAs. I also trained users and staff on IT service management tools and processes.

Operations Delivery Lead – Wealth Management IT Operations

As an IT Systems Engineer, I managed system upgrades, performed troubleshooting, and resolved technical issues to minimize downtime. Additionally, I collaborated with cross-functional teams to support IT projects and enhance overall system efficiency.

Systems Engineer

Nocode Consultant - Saving SMBs $$ by automating manual, repetitive tasks and moving data between apps and tools ⚙️

Highly experienced IT Service Delivery Lead with a proven track record of successfully managing IT services and achieving business objectives. Skilled in implementing ITIL best practices, optimizing processes, and ensuring the highest levels of customer satisfaction. Adept at fostering collaborative relationships with stakeholders, vendors, and team members to drive continuous improvement and innovation in IT service delivery. Strong leadership skills combined with expertise in ITIL practices and Service Integration and Management (SIAM). Proven ability to align IT services with business objectives, mitigate risks, and deliver innovative solutions to meet evolving customer needs. Committed to driving excellence through process optimization, team empowerment, and customer-centric service delivery.

Service Delivery Lead

As a Delivery Lead, I bring a strategic shift to align the team as per the best Agile practices and give one to one coaching to team members to help them deliver with an Agile approach. My passion is to being able to collaborate and deliver real business value through high performance teams. I am looking to work for an organization that has a vibrant innovative culture; a place where continuous improvement is part of the way of working. I thrive on solving complex challenges with a focus of always serving the customers.

Specialties - Operational Delivery, Business & IT Stakeholder Management, Agile and Lean Practices and Frameworks, Project Management, Vendor Management, ITIL based Process Governance using ServiceNow (Change, Release, Problem, Asset & Configurations, Incident, Request fulfilment, etc.), Continual Service Improvements, SLAs/OLAs Management, Reporting, Audit, Financials, Technical Leadership, Tableau Analytics and Reporting, JIRA, Confluence

taplio

The Battle

Claudia Cafeo 🏳️‍🌈

Prashil Patel 👋

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