Ivan always goes over each ticket he gets that is escalated by me. He’s always eager to teach and always does so with utter confidence that I more than have the ability to do what he’s teaching me. Ivan always makes me feel like I’m smart enough to achieve whatever I wish to.
He heard me complain that I keep messing up on Spanish/Italian tickets by replying in English instead of translate — and then whipped up a tampermonkey script so that if I ever try to reply to a non-English ticket, a pop-up alert tells me to doublecheck myself. It was super thoughtful and helpful all in one.