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Work Background
NavanOperations Manager — Routing, Automation & AI
May. 2022● Own the operational vision and roadmap for global chat and voice routing, partnering with Product and Engineering to improve case distribution, SLAs, and scalability.
● Lead cross-functional initiatives across omni-channel support (chat, voice, email), improving customer experience and operational efficiency.
● Drive AI and automation initiatives across customer support workflows, reducing manual handling and improving deflection and resolution rates.
● Lead the development of an AI-powered Quality Assurance automation engine for customer interactions.
● Design datasets, prompts, and evaluation frameworks to train an internal LLM assessing agent performance at scale.
● Build SQL pipelines and dbt data models to operationalise QA scoring, validation, and reporting.
● Create and maintain dashboards and metrics used to guide operational strategy and executive decision-making.
● Act as the primary Operations stakeholder for Product, Engineering, Knowledge, and Support teams.
● Oversee governance and quality of global Operations Knowledge Base content.
● Design internal tools and Jira workflows to improve bug triage, prioritisation, and operational feedback loops.
Main achievements:
● Designed and implemented a new global chat and call routing model, reducing average handling time and wait times while increasing CSAT.
● Built an executive-level ThoughtSpot dashboard that became the single source of truth for Global Operations performance.
● Enabled AI-driven chat automation now handling ~95% of chats from entry and contributing to ~30% true chat deflection.
● Launched AI-powered QA automation, significantly reducing manual QA effort and enabling scalable, data-driven performance evaluation.
Innstant TravelOperations Project Manager
Feb. 2020 - Mar. 2022● Managed multiple high-impact projects, including CRM implementation and quality control initiatives, aligning with Agile-Waterfall methodologies.
● Delivered end-user training on new functionalities and processes, improving operational adoption.
● Defined SLAs, KPIs, and reporting frameworks, improving organisational performance metrics.
Main achievements:
● Led the Salesforce Lightning and Freshdesk CRM rollouts, ensuring operational continuity during transitions.
● Achieved ISO 9001 certification through a robust quality control program.
● Increased company profits by 20% through enhanced performance tracking and insights.
Innstant TravelProduct Manager
May. 2018 - Feb. 2020Ireland● Directed all phases of product development, managing strategy, prioritisation, and stakeholder alignment.
● Analysed competitive trends and leveraged insights to innovate product offerings.
● Partnered with Data Insights, IT, and external suppliers to ensure seamless product delivery.
Main achievements:
● Increased company listings by 100% through strategic vendor partnerships.
● Led the implementation of a new sales platform, managing API development and quality assurance.
● Enhanced front-end website performance, improving user engagement metrics.
Innstant TravelClient Support Executive
May. 2017 - May. 2018Ireland● Delivered world-class customer support for B2B and B2C clients globally, meeting and exceeding SLA standards.
● Maintained and updated CRM systems, ensuring data accuracy and enabling targeted client outreach.
Main achievements:
● Appointed as Team Leader cover, demonstrating leadership and organizational aptitude.
● Achieved a 90%+ customer satisfaction rate by delivering efficient and proactive support.
Glass Lewis & Co.Proxy Research Analyst
Feb. 2015 - May. 2016Ireland● Researching international markets on corporate governance issues, analysing domestic and international filings of public companies listed in South America and Hong Kong to assess board of director elections, executive and equity compensation plans, corporate financing, and a wide range of governance practices.
● Performing risk-based analysis of complex governance issues and issuing voting recommendations based on specific market guidelines.
Translation.ieInterpreter (English, Portuguese, and Italian)
Sep. 2014 - May. 2017remote
Costa CruisesCustoms & Immigration Administrator
May. 2012 - Jun. 2014Italy● Overseeing passengers and ship documentation compliance, dealing with immigration authorities and regulatory agents.
● Assisting all staff queries regarding immigration procedures.
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