Manal Suliman

Independently managed and executed advanced technical diagnostics and system process improvements for Apple products, resulting in a 20% reduction in average issue resolution time. Managed sensitive Billing and Subscription processes and maintained client relationships through essential follow-up via phone and detailed email correspondence to ensure complex case Flagged, investigated, and documented fraudulent interactions related to financial scams and security breaches, contributing to internal risk mitigation strategies.

Technical Specialist - Transcom - Apple

(2022-02 - 2025-09)

• Independently managed and executed advanced technical diagnostics and system process improvements for Apple products, resulting in a 20% reduction in average issue resolution time.
• Managed sensitive Billing and Subscription processes and maintained client relationships through essential follow-up via phone and detailed email correspondence to ensure complex case
• Flagged, investigated, and documented fraudulent interactions related to financial scams and security breaches, contributing to internal risk mitigation strategies.
• Authored and edited internal Knowledge Base (KBASE) articles, standardizing troubleshooting steps and documentation for global team efficiency.
• Acted as a central liaison, collaborating with cross-functional experts to rapidly address operational roadblocks.

Data Analyst - Alliance Tek Solutions

(2021-07 - 2021-12)

• Designed and implemented customer dive dashboards using Power BI and Tableau, directly contributing to a 15% increase in customer retention and acquisition metrics.
• Conducted churn reports and predictive analyses using SQL, generating proactive, data-backed recommendations for executive decision-making.
• Developed high impact business intelligence assets, including sub-reports, drill-down reports, and parameterized reports, to enhance organizational data visibility.
• Drove process improvements through data-backed performance management strategies, resulting in a 10% boost in overall team productivity.

Loyalty and Retention Specialist - T-Mobile

(2020-02 - 2021-07)

• Developed and executed effective customer retention strategies by analyzing individual customer profiles and tailoring strategic product offerings.
• Managed high-value client relationships through targeted phone and email follow-up to maintain service satisfaction and drive specialized product delivery.
• Managed complex service protocols, consistently exceeding Key Performance Indicators (KPIs) for efficiency and quality assurance.
• Applied advanced problem-solving skills within the framework of company policies and procedures, maintaining a 95% issue resolution rate.

Supervisor and Team Leader - Dollarama

(2015-05 - 2019-09)

• Led recruitment processes and comprehensive training for a 12+ person team, resulting in a 20% improvement in team efficiency.
• Managed Point of Sale (POS) system operations and executed store layout redesigns to optimize inventory and improve customer flow.

Bachelors of Arts - Criminology and Justice - Ontario Tech University

Certification Program - Comprehensive Data Analytics and Business Intelligence - Syntax Technologies