Customer Support Representative
Resume:
B
Ida Diane Berania
****************@*****.***
San Diego, CA 92116
CAREER OBJECTIVE
Dynamic Customer Support Representative with extensive experience at Apple, specializing in Microsoft Suite, Salesforce CRM and data analytics. Proven track record in driving global sales projects and enhancing customer relationships. Adept at human resources business practices, familiar with employment law, EEOC/ADA regulations, project forecasting and business process management, leveraging strong analytical skills to exceed financial projections and foster strategic partnerships.
SKILLS
Salesforce CRM
Data analytics
Business process management
Generative AI
Project forecasting
Customer relationship management
SAP
Microsoft Excel mastery
Tableau expertise
Pivot tables
Sales Forecasting and planning
Operations analysis
PROFESSIONAL WORK EXPERIENCE
Business Analyst/ Technical Consultant
Cupertino, CA
Apple/ Sep 2020 to Jun 2025
As a Business Analyst, Technical Sales Consultant generative AI Lead, Smart Home prototype development within Salesforce CRM software.
Created & managed global sales projects, global sales accounts, promoting AI portfolio technologies, building, growing trusted partnerships, identifying trends, execution metrics, built strategic planning teams to develop, educate, research marketing and sales accounts within Smart Home, AI product and project development.
Organized, compile, content to represent regional technical team with gap analysis, prevention and research reports, presentations in Salesforce, Excel, PowerPoint.
As team lead streamlined business processes in strategic planning with other collaborative team leads in engineering, production divisions, drive marketing campaigns, pipeline management, QBR's, generating marketing insights, data analytics, problem solve obstacles, sales forecasts.
Gathered, elicited documentation and requirements with multiple channels related to A/B and multivariate testing frameworks, created multisystem IVR workflows, data workflows, Power BI host webinars, develop team marketing campaigns, revenue forecasting.
Responsible for driving behavioral studies, analysis, research, managing data reports and digital analytics (Adobe Creative Suite).
Utilizing Zoom, WebEx platforms engineering SaaS CRM systems and principals.
Responsible for creating forecasting reports in Salesforce, Excel and PowerPoint.
Compiled data analysis, technical reports, business processes.
Held product demonstrations, installations, and technical trainings, manual reviews and revisions.
Conducted comprehensive code reviews, established quality reviews and assurance processes, performance optimizations, implemented best practices and coding standards to ensure successful delivery of complexed projects.
Required in-depth product and technical knowledge of Generative AI software, Salesforce performance matrix, updates and patches.
Provided advanced technical support including guidance on implementation feasibility of cross-product integration, (A/B, match market) testing, sales channel analysis, modeling (mixed, media), and Sales product demos.
Required through knowledge of business procedures, next level detailed procedures in escalation with product development and software team support.
Meet with C level management, operational leads, regarding Sales and Salesforce reports.
Required in depth product knowledge, alternate solutions, focusing on deal closures and customer retention, long term contracts, driving global sales, exceed financial projections.
Generated reports and presentations regarding product development, engineering analysis, campaigns of those deliverables on a quarterly, QBR's, and yearly bases in line with cross functional matrix teams, extensive collaboration with other managers, roadmap, challenges, milestones.
Estate Manager, Property Manager
Atherton, Los Altos Hills, CA
Care.com/ Aug 2014 to Aug 2020
Estate Manager and Property Management for Estate's ranging $3M-10M.
Experienced in leasing properties, property management, accounting (A/P & A/R), bookkeeping, leasing management Appfolio leasing software to lease space, contract management, reviewed applications, processed credit and background checks, reviewed and completed property intakes, review credit reports, eviction reports, review leasing history for new leasing tenants.
Prepared exit leasing bookings, walk throughs, inspections.
Processed leasing payments, A/R, A/P, bookkeeping.
Booked & managed catering events, hotel reservations on Yardi platform, conference rooms, event management & planning, arranging audio, video conferencing, booking travel, reservation management, airfare, ground transportation, passports, assisted management with light housekeeping, cooking, gardening, fitness coaching, grocery shopping, managing household and additional gardening, landscaping staff and pet reviews, deposits, managed work schedules for other leasing staff agents using Microsoft Word, Excel, PowerPoint.
Assisted with managing international and domestic air travel arrangements.
Digital Project Manager/Sales
Mountain View, CA
Google Inc./ Jan 2011 to Jul 2014
Digital Project Manager experienced working with Digital Contact Center and e-Commerce infrastructure, systems and technologies. (ex. payments/financing applications, order maintenance tools, workforce & pipeline management applications, telephony/Chat GPT systems and infrastructure).
Experienced and proficiency with SAP (S4 HANA), awareness of AI applications within digital contact center environment.
In depth knowledge of Genesis routing solutions, developing digital platform roadmap, management, milestones.
Utilized eLearning Management Systems, lead all phases of projects including: team meetings daily, drive conversations, revenue and product development forecasting, host quarterly business reviews (QBRs), monitor and measure team business objectives, deliverables with collaborative teams leading and enforcing compliant practices/solutions in AMEA, Europe, Japan.
Primary responsibilities included project scope definition, webinar development, webinar strategies, resource forecasting and allocation, as-is and to-be process mapping Visio, gap analysis, Instructional design, understand business requirement data, analysis, documentation, technical and non technical requirements, creation, project timelines, digital roadmap creations, project documentation, project communications, trends, QBR's, root causes SOPs, (status, risks, scope changes, etc.), change management, user integration, production testing, project cutover/go-lives', retrospectives, and closeout.
Responsive to Diagnostic Sales & Marketing team requests for key accounts.
Drive sales targets, marketing develop, modify sales contracts, warranty agreements, contract management, service requests, managed and drove complexed sales & marketing projects and served as a trusted resource to technical SME team for Digital Retail Online.
Familiar with Qlik, predictive LOS, read admissions, revenue cycle management, labor productivity.
Owner/Sole Proprietor
Sacramento, CA
Lasting Images Salon & Spa/ Feb 2005 to Dec 2010
Invested $200k as sole proprietor in construction, development, planning of upscale, full-service day spa/salon in prominent Laguna district in Sacramento where individuals can relax and de-stress utilizing our services.
Certified in Therapeutic Massage Therapy from Fair Oaks Massage Institute, CA.
Asana experience as buyer for retail jewelry, merchandise, purchasing.
Experienced in HR management, accounting (A/P&A/R), accounts payable and accounts receivables data analysis in Workday on a daily basis.
Hired, fired, managed 8 employees, 2 contract employees, timecards, payroll, HR functions, performance reviews, handle conflicts, customer complaints, proficient with Microsoft Sharepoint, Microsoft Word, Service Now, Excel, Powerpoint.
Developed business plans for startup to 5-year long range planning.
Responsible for assisting employees and managing career development, team collaboration.
Managed key account management/development, strategic planning, marketing campaigns, developed and revised SOPs, responsible for capital sales, familiar with medical devices, aesthetic diagnostics, familiar with regulatory affairs compliance and laws, legal contracts, worked with business attorney, CPA.
Knowledgeable of Food and Drug Administration, (FDA).
Provided therapeutic Swedish massage, hot stone, deep tissue, trigger point massage therapy, aromatherapy, Ayurveda therapies, body wraps, facials, waxing, organic skin care, and beauty and body care products.
Senior Business Analyst/ Mobile Chipset Division
Folsom, CA
Intel Corporation/ May 1998 to Jan 2005
Senior Business Analyst working on collaborative global team across America's, Europe, Japan teams within Supply Chain management within Mobile Chipset Division.
Involved working closely with other analyst on various platforms and change management mobile, workstation server, and desktop platforms.
Responsible working in Supply Chain environment utilizing SDLC methodologies.
Worked closely with engineering, production and manufacturing divisions regarding successful yield rates, percentages, disposition regarding quality, integrity, yield percentages of various platform releases for major OEMs worldwide.
Played as vital role ensuring success of various data analysis, scrums related to product development.
Responsible for organizing, compiling, content, presentations and driving conversations with other analyst, management, engineering and production within supply chain environment.
Responsible for reviewing, documents, spreadsheets and preparing, presenting presentations utilizing SAP R/3, Qx Weekly, Visio, Excel, Access and PowerPoint providing input, approving documents, strategies related to divisional goals and objectives within a timely manner in conjunction with roadmap timelines and/or benchmarks.
Required strong adherence to strict timelines, guidelines and parameters regardless of product supply, demands and/or release dates.
EDUCATION
A.S. Degree: Computer Information Systems
De Anza College
Cupertino, CA
B.S. Degree: Business Administration
Santa Clara University
Santa Clara, CA
Cyber Security AI
San Diego State University
San Diego, CA
CERTIFICATIONS
Certified PMP, Project Management Professional
REFERENCES
References available upon request.
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