Esef Hamzic

I oversee two product reliability teams - Exposures and App Size - helping ensure that our clients' apps are both stable and lightweight. - Overhauled the team's documentation from the ground up in order to tackle gaps and deficiencies, clarify vague processes, modernize our workflow, and create a more immersive and engaging training experience. This resulted in agents being much more confident in their work, and helped lead our team to a 100% quality rate for five consecutive months. - Partnered with agents to develop - from scratch - a new automated system designed to reduce agents' handling time, tackle workflow pain points and deficiencies, and ultimately increase client satisfaction. The tool was very well-received across the entire team as it introduced numerous quality-of- life improvements and prevented previously-common errors from occurring, leading to other teams quickly adopting it. - Pioneered cross-training within our department to create growth opportunities, having trained all team members in at least one other area. - Held regular one-on-one sessions with agents to provide clear feedback with regard to their performance. Highlighted strengths, areas of potential improvement, career opportunities, and fostered an 'open' environment where any inter-personal issues were quickly hashed out and resolved. - Provided regular coaching and training sessions to teach agents about workflow optimizations, address any pain points, and allow agents to provide feedback and constructive criticism.

Welocalize | Jun 2021 - Jan 2022

Maps Quality Analyst

N/A

Medium | Feb 2021 - Present

Freelance Blogger

I write about tech and personal well-being. If you'd like to read my work, navigate to 'esef.medium.com'. - My first article, which talked about the environmental impact of Apple's new iPhones, was added to the site's largest publication - The Startup - which has a following of 780K users. My pieces have strong read ratios, averaging around 35-40% (read ratio meaning the percentage of users who actually read through an article after clicking on it). Other stories I've written: - "2021 is Google's Last Chance": My thoughts on the state of the Android device ecosystem - "Boxing and Jumping Rope are the Perfect Pandemic Workouts": Equipment-free fitness advice - "The Story of Enertion Boards - a Startup Implosion": Detailing the rise and fall of an international tech start-up - "My Experience With Amazon's Manipulated Review Farm": A deep-dive into my personal experience with Amazon's mysterious dark side

Cryomech | Feb 2020 - Feb 2021

Engineering and Production Assistant

Handled documentation and logistics for the engineering and production teams to ensure both timely assembly and delivery of products. - Conceptualized, built, and maintained the Logistical Chart, a tool that allows the company to more accurately track production of various sub-components. The chart helped lead to better organization and strategic planning. The production manager used this tool on a daily basis to understand when certain components are being completed so they can be joined up to create final products. Furthermore, the tool was used as a daily reference to keep track of how the production team was performing relative to their weekly targets. - Maintained several reports and schedules for the engineering team: these reports varied from those that allowed the warehouse to coordinate part deliveries to those that ensured product QA testing was on track and operated without hiccups. - Offered hands-on assistance to the production team to fill in for missing employees or to target production deficiencies - this included tasks such as operating a hydraulic press and copper printing machine, handling liquid nitrogen/helium, assisting the new warehouse lead with inventory-related tasks, and sanitizing the work area daily to minimize viral exposure. I offered to help wherever needed. - I wore many different hats throughout the company - these included doing research for the executives and making deliveries, acting as a back-up to the IT manager by installing workstations and troubleshooting user issues, performing sales and production analysis using R, utilizing graphic design skills to create various posted signs, and creating a company-wide onboarding tutorial for the incorporation of Microsoft Teams.

GEICO | Apr 2019 - Dec 2019

Management Development Program - Claims

Worked as a full-time claims analyst in a fast-track management training program that develops future business leaders. - Earned a professional insurance license allowing me to handle claims in multiple southern states. - Was mentored by successful GEICO managers throughout the development program. - Underwent a comprehensive supervisor preparation curriculum, attended development seminars, and management forums. - Evaluated policy records and investigated reported claims to determine if coverage was available to a driver/party at the time of an accident. - Gathered relevant evidence and interviewed drivers, passengers, witnesses, and other interested parties to determine fault for car accidents. - Settled claims by negotiating with those who were involved in accidents, competing insurance companies, medical providers, and attorneys.

Best Buy | May 2014 - Present

Product Specialist

I design and sell tailor-made, personal product and service solutions to customers based on their needs and specific use-cases. I spearheaded two in-store programs that helped increase employee productivity and engagement while contributing to building a culture of success: - [Employee Check-In] / A daily productivity tracker that allowed associates to monitor and improve performance through daily, personalized feedback from their direct supervisors. - [Employee Check-Out] / Allowed each salesperson to voice concerns, gauge emotions and mood, and receive further feedback by analyzing end-of-day performance and setting goals for the next day. - I also created the 'Computing Compendium,' a store-wide manual/database that allowed new associates to develop product knowledge that was both high- level yet meaningful and applicable to customer/live scenarios. I developed this as a tool that would allow associates to confidently learn -and- leverage product features.

Sears | Sep 2013 - May 2014

Lawn and Garden/Fitness Sales Associate

N/A

Sears | May 2012 - Sep 2013

Cashier

N/A

My Education

Take a look at my formal education

Bachelors of Science in Marketing and Business AnalyticsLe Moyne College | 2017

East Syracuse-Minoa Central High School | 2013

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Esef Hamzic

Product Reliability Specialist

Meta

Introduction to Python

Introduction to Python

Analytical luminary, illuminating the path to data-driven enlightenment.

My Work

Introduction to SQL