407-***-****

Sanford, Florida

ad22f1@r.postjobfree.com

EDUCATION

Bachelor's Degree

University of Central Texas

Business Management:

Business Administration,

Marketing and Advertising.

Finance and Risk Management

International Business and

Economics

Public Relations

TECHNICAL SKILLS

Administrative and clerical

Zendesk

MTTR KPI

Salesforce

Microsoft 365

QuickBooks

Adobe

SaaS

Sharepoint

iOS, Smartphone, Tablet, PC or

Mac experience

DENINE ROJHANI

INTRODUCTION

I'm an outgoing, charismatic, high-achieving professional. I possess excellent communication skills with the ability to interact effectively with people of diverse backgrounds and personalities. I have a great knack for implementing innovative solutions to resolve business and technology challenges. I'm an ambitious visionary who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. My strongest quality is the ability to retain high performance teams by hiring, developing and motivating skilled professionals.

WORK EXPERIENCE

Apple Technical Support

22023- Present

Displayed professional technical troubleshooting expertise or proven technical ability

Supported customers via phone, e-mail, chat, and/or in person Displayed a passion for customer service and ownership of the customer experience, including comprehensive issue resolution Effectively tailored communication and style to differing audiences Self-managed and worked independently in a fast-paced, constantly changing environment

Thrived in a team where expertise were shared and feedback was welcome

Displayed effective time management, including ability to multitask, organize and prioritize

Researched technical information across multiple tools while talking with customers

Adopted an attitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Made space to listen, learn, and amplify diverse perspectives and experience

Sought out opportunities to champion and celebrate inclusion and diversity

PERSONALITY

Outgoing

Optimist

Team player

Detailed oriented

Motivating

Problem solver

Managed inventory replenishment processes for seven (7) International Buying Offices (IBOs); developed and led coordination of production plans to manage inventory lead times, quality standards, production, and delivery schedules.

Managed all communications between Merchants, IBOs, and Suppliers; provided support to procurement division with contract development and execution for new suppliers to define service levels and supplier performance.

Developed and maintained effective supplier relationships for assigned categories.

I composed sensitive and confidential correspondence dealing with issues and subject matters for Disney World Parks. I created presentations that support the work of the Executive Team and manage communication for external sourcing companies,

Disney's Sourcing Department Sourcing Specialist

2016-2017

My key role is providing professional development to new and current agents. Reviewing performance and providing ongoing support. Preparing reports and analyzing data to assist management as they determine call center goals. Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Achieve, measure, report and communicate metric goal attainment and results to agents in OCP or from a Coach's perspective. Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

Providing support to agents regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance,

Draft layouts, graphics, and interactions appropriate to the content; create supporting material/media (audio, video, simulations, role players, etc.) as deemed appropriate.

Provides exercises and activities that enhance the learning process through technology

Captures and documents processes in steps around the usage of software applications.

Determines instructional methods, such as individual training, group training, lectures, demonstrations, developing e-learning modules, Facilitate meetings, and workshops.

Work with instructional designers to use software tools to create multi- level courses, instructions, quizzes, assignments, surveys, etc. Deploys a multitude of surveys designed to capture the learners’ feedback and the ability to analyze the data and come up with actions to apply the feedback.

Sitel / Foundever Coaching Manager Training Facilitator 2017 - 2023

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