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.
