Customer Service Risk Management
Resume:
Sanford, Florida
********@*******.***
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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