Process oriented Data Analyst with 5+ years of experience creating and analyzing customer support business intelligence and detailed reports to increase customer experience satisfaction and drive down cost. Experienced support manager dedicated to focusing my career on support data analytics.
ServiceNow / Jira / Fresh Suite / Lucid Chart / Trello / Excel / Google Data Studio / Qualtrics / SQL / G Suite / Tableau / Intercom / Keynote / Powerpoint / Slack / Cloud Services
Developed, built and directed a fast-paced Technical Customer Support Department with sales volume over $16M, from the ground up, by providing quality support for software and physical print products serving global customers through chat, email, and phone mediums. The organization grew to 21 Advisors (flexed to 45 in peak) and two Managers
Coaching and development of remote and on-site AppleCare Technical Support Advisors across multiple lines of business, products, and through multiple contact mediums for up to 20 direct report at one time.
Technical Project Manager: ServiceNow - Rotational 03/2018-11/2018
Partnered with ServiceNow to develop and implement a custom global internal platform for AppleCare worldwide.
Project Manager: Support Efficiencies - Rotational 04/2018 - 07/2018
Tested new chat customer experience strategies for possible worldwide implementation.
Project Manager: Chat Analysis - Rotational 04/2016 - 10/2016
Provided computer repair, IT and A/V services. Specialized in the following consumer and business level services:
Coordinated multi-million dollar Audio/Visual installation projects from sale to completion
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