Jean-Dominique Michaël Casanova - Analytical Coach & Tech Operations Portfolio
The Analytical Coach
Jean-Dominique Michaël Casanova
I bridge the gap between complex technical systems and human understanding. With a unique background spanning high-stakes tech operations and professional coaching, I build structured environments where efficiency and learning thrive.
- Whether optimizing global support workflows for WhatsApp or guiding chess students to mastery, my approach is the same: analyze the data, design the process, and empower the people.
Professional Chess Coach & Entrepreneur
Education & Business Development
Founder of JD Chess, a professional coaching academy dedicated to measurable player progression. I blend structured training with in-depth analysis to help students gain up to +500 Elo in 10 weeks.
Key Achievements
- Digital Ecosystem: Built a full bilingual infrastructure integrating bookings, learning resources, and client testimonials. (jdchess.com, jdchess.us)
- Global Impact: Delivered over 5,000 individual coaching sessions to students worldwide, driving measurable rating improvements.
- Top Rated: Ranked among the Top 3 chess coaches in France on Superprof, maintaining a consistent 5-star record.
- Product Launch: Designed and launched the JD Chess Masterclass Program, a scalable group format combining theory and live practice.
Project Manager & Automation Lead
Market Specialist
Led end-to-end operational improvements and critical initiatives for WhatsApp's global support ecosystem. Focused on automation, vendor management, and cross-functional collaboration to enhance user safety and support efficiency.
Key Projects & Impact
- Misinformation Combat: Spearheaded a privacy-focused initiative to analyze and reduce misinformation patterns in French-speaking Africa.
- Automation Leadership: As Head of European Automation, reduced manual ticket handling by ~50%, achieving significant cost savings.
- ML Implementation: Deployed machine learning models for ticket closure, cutting manual workload and response times by 10%.
- Platform Development: Developed the WASP support portal, integrating ticket management and automation to boost agent efficiency.
- Interoperability: Collaborated with legal and engineering teams to ensure messaging interoperability across the Meta family of apps.
Business Network Engineer
B2B Data Exchange & EDI Infrastructure
Served as a critical technical liaison for enterprise clients, ensuring the integrity and security of complex B2B data exchange ecosystems on the GXS/OpenText Trading Grid.
Technical Responsibilities
- Network Migration: Executed high-stakes network migrations with zero downtime, ensuring strict security compliance for critical trading partners.
- EDI Architecture: Managed trading partnerships and EDI-boxes, optimizing data flow efficiency for global supply chains.
- Forensic Troubleshooting: Performed granular data tracking on EDI formats (ANSI X12, EDIFACT), identifying transmission failures before client impact.
- Protocol Analysis: Resolved complex connectivity issues across diverse protocols (AS2, SFTP, OFTP2), ensuring seamless gateway interoperability.
Technical Support Senior Advisor
Escalation Management & Customer Success
Provided top-tier technical support and escalation management within a high-performance environment. Focused on resolving complex issues while mentoring junior advisors to elevate team standards.
Key Contributions
- Escalation Ownership: Took full ownership of advanced technical escalations, resolving critical hardware and software issues for high-value clients.
- Performance Excellence: Maintained consistently high Customer Satisfaction (CSAT) scores, ranking in the top percentile of the team.
- Mentorship: Coached junior advisors on troubleshooting methodologies and soft skills, directly contributing to improved team metrics.
- Knowledge Management: Authored technical documentation and troubleshooting guides to streamline issue resolution for the broader support team.
Foundations in Communication
Media, Sales & Service
Built a robust foundation in professional communication, client relations, and media operations through diverse early career roles. These experiences honed the empathy and adaptability central to my current work.
Core Competencies Developed
- Client Relations: Developed strong sales and service skills, learning to identify client needs and provide tailored, effective solutions.
- Media Operations: Gained practical experience in communication and media support, understanding audience engagement and public messaging.
- Professional Empathy: Cultivated an approach based on active listening and clear communication, essential for effective support and coaching.
Multidisciplinary Background
Cinema, Economics & Science
A diverse academic journey blending analytical rigor with creative thinking. This multidisciplinary background allows for a holistic approach to problem-solving, combining data-driven logic with human-centric creativity.
Fields of Study
- Cinema: Developed a keen eye for visual storytelling, narrative structure, and audience engagement.
- Economics: Provided a framework for understanding complex systems, incentives, and data analysis.
- Sciences: Fostered a logical, hypothesis-driven approach to troubleshooting and process optimization.
Let's Connect
Contact & Networking
I am always open to discussing new opportunities in coaching, technical operations, or project management. Whether you need a process optimized or a skill mastered, let's talk.
The Kernel
At the heart of my professional operating system lies a rigorous analytical engine. This is where raw data is processed into actionable logic, and complex problems are deconstructed into solvable components.
- Problem Solving: Systematic diagnosis of root causes, not just symptoms.
- Process Automation: Designing workflows that reduce friction and eliminate redundancy.
- Strategic Planning: Long-term vision backed by data-driven milestones.
The Interface
Even the most powerful kernel is useless without a clear interface. I specialize in translating technical complexity into human-readable concepts, bridging the gap between engineering and operations.
- Cross-Cultural Communication: Adapting messaging for diverse global audiences.
- Escalation Management: Turning high-pressure conflicts into structured resolutions.
- Technical Writing: Documentation that empowers users rather than confusing them.
The Application
This is where theory meets practice. Whether coaching a chess student or optimizing a support team, I apply structured pedagogy to drive performance and growth.
- Structured Teaching: Breaking down complex skills into learnable steps.
- Performance Tracking: Using metrics to guide improvement and celebrate wins.
- Mentorship: Empowering others to become self-sufficient problem solvers.
System Output
The ultimate measure of any system is its output. My work consistently delivers measurable efficiency gains, higher satisfaction scores, and robust operational frameworks.
Tooling Stack
Key Metrics
- Efficiency: Reduced manual ticket volume by ~50% via automation.
- Quality: Delivered robust, scalable solutions with 99.9% uptime.
- Growth: Coached students to +500 Elo rating gains in under 10 weeks.