Hey, I'm Esmeralda

- Always Curious

A bit about me.

My career started in a small startup in Tirana, knowing little about programming. Seeing how passionate my team was about creating software inspired me to learn on my own. This dedication helped me later land a full time job at Teleperformance as a Software Engineer. The hard work, perseverance and the trust from my manager got me promoted to the Engineering Manager position, a role I deeply enjoy.
A typical day of mine consists of careful team and project monitoring, coordination of more than a dozen colleagues from around the world and all this leading to successful project deliveries that satisfy the budget and most importantly meet customers needs.

I believe one of my strengths as a leader is my constant interest in human psychology. I am someone who loves connecting with others and has a focus on building and enhancing relationships. I am consistently working with my personal coach on my communication, understanding, emotional intelligence, listening skills, and beyond, aiming to grow as both an individual and a leader every single day.
Outside work I enjoy crossfit, reading, baking and playing around with graphic design.

Software Developer @ Teleperformance, 2018

Engineering Manager @ Teleperformance, 2024

Milestones and achievements

From my beginnings as an intern with minimal knowledge of programming to my current role as an Engineering Manager, I've encountered numerous challenges, celebrated achievements, learned valuable lessons, navigated pivotal moments, doubted myself, experienced victories, and endured setbacks. Throughout it all, my steadfast resilience has been the common thread—the inner strength and determination that drive me forward, even in the toughest times.
Below, I am sharing with you a selection of three experiences, out of many, that have not only left a lasting impact but have also played a significant role in shaping my professional and personal growth.

1. Instant Experience to measure passenger satisfaction

About

The instant experience project came in to measure the passenger satisfaction of an airline being a Teleperformance client. To effectively measure satisfaction, we needed to gather extensive data from IVR systems, through each step of the phone calls, swiftly share it with the client, receive enriched call data in return, and then relay this information to the operators in real-time.

Challenges

The primary challenge stemmed from the need to integrate nine distinct services, out of which, five were developed in-house by our team. Crafting the architecture for this integration proved to be biggest hurdle, due to the need of enabling real-time data exchange, back and forth, between the client and our operators for every interaction ensuring smooth communication and effective decision-making.

Success strategies

To tackle these challenges, close collaboration among three key team members was crucial. Our daily meetings served as hubs for refining project requirements, strategic planning, and seamless execution. Adopting an agile methodology allowed us to swiftly deliver the first MVP, enabling us to gather invaluable feedback from the product's users. As a lead contributor to the tool's development, my role was pivotal.

Impact

The project not only generated substantial revenue from the client's payment but also fostered client satisfaction, elevating our company's reputation for delivering effective solutions. As for me, this successful project stands out as my inaugural triumph within the company, as I spearheaded the entire solution and developed two of the most pivotal services involved.

2. MSTeams licensing automation

About

The project's objective was to to streamline MS Teams license management across the EMEA region. Our aim was to automate the process of assigning, updating, and removing licenses, security groups, and restriction groups based on any changes in employee data while making sure the process was efficient, accurate and secure for every employee of the region.

Challenges

The project's complexity stemmed from intricate employee data processing and integrating multiple systems: the company's CRM, Active Directory, Azure Active Directory, UIPath Orchestrator, Microsoft GraphAPI, and various in-house tools. Diverse licensing regulations across countries compounded this complexity. Tasks included assigning licenses based on roles, updating security groups for team changes, and promptly revoking access for departing or transitioning employees.

Success strategies

To address challenges, I collaborated closely with three colleagues, refining software architecture, data design, and flow iteratively where we held near-daily meetings to plan and execute strategies. Ensuring thorough gathering and refinement of business requirements, we identified constraints in license management across countries, employee roles, and accesses, devising appropriate plans. Within this framework, I led and played a central role in developing the solution.

Impact

The project's impact reverberated significantly within the EMEA region, swiftly followed by adoption in other regions within the company, impacting over 150,000 employees globally. This achievement directly translated into heightened efficiency, improved security, and minimized human error in license management processes. Notably, it resulted in a remarkable 10% reduction in the company's IT costs, signifying a substantial financial gain.

3. Navigating the transition

About

Ever since I delved into programming, I found myself loving it. However, as my career progressed, I discovered a stronger inclination towards leadership roles. Given the dynamic nature of our small, youthful team at the time, taking on leadership responsibilities felt like a natural fit, even before being officially designated. It was then that I realized my aspiration to pursue a career as an Engineering Manager, and fortunately, Teleperformance offered me the chance to do so.

Challenges

Transitioning from an individual contributor to a leadership role presented numerous challenges, particularly as a younger and less experienced manager among senior team members. Initially I was faced with the skepticism of the senior engineers in my team which made the collaboration between us seem nearly impossible. Their lack of trust started slowly affecting the entire team, impacting our dynamics.

Success strategies

Determined to bridge this gap, I was consistently searching common ground to foster collaboration. Recognizing the importance of flexibility and adaptability, I evolved my managerial approach to suit the unique needs of each individual. This involved conducting regular one-on-one sessions to address concerns and aspirations, engaging in difficult conversations with transparency and empathy, and encourage open dialogue to solicit valuable input and feedback from the team.

Impact

The impacts of these deliberate efforts were slow but steady. By fostering an environment of trust and mutual respect, we began to rebuild our relationships within the team. Understanding each member's needs strengthened bonds and boosted my leadership credibility. It allowed me to navigate this significant transition successfully, earning the trust and respect of my colleagues in the process, as well as experience massive personal and professional growth as a leader.

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Testimonials

"Implementing complex technological and operational change programs, particularly those involving cross-system developments, poses inherent challenges. Having faced such situations multiple times, driving projects across cross-functional, multi-geographic, and heterogeneous environments has been a daunting task.
However working with Esmeralda made a real difference, every single time. She brought critical thinking and a 360° approach to the solutions we were to build. She demonstrated versatile technical capabilities with a deep understanding of the operational implications, and that allowed her to guide her team to deliver within specifications, budgets, and timelines, while minimizing the costs of maintenance and ownership. From initial brainstorming sessions with a small team, the ideas transformed into solutions that not only became mandatory standards but were also adopted Globally by over 80 countries.

Working with Esmeralda is a satisfying experience for any demanding and seasoned professional. You get a smart, friendly and trustworthy partner that will listen and quickly understand your intention, creatively contribute and offer you solutions, help you see the full picture of risks and alternatives, tell you clearly what is possible and what is not, commit and stick to a deadline and a budget, to deliver a solid, intelligent and scalable product."

- Omar Kadri, EMEA Regional Program Director, Teleperformance

My Resume

To view full resume, click here