Angelica Ziyad

Detail-oriented and empathetic customer experience professional with 8+ years of experience in logistics optimization, remote operations, and client-facing support. Proven track record managing escalations, building scalable workflows, and leveraging analytics to optimize satisfaction and retention. Experienced in working autonomously in fully remote environments across fast-paced, cross-functional teams. Passionate about simplifying the complex and helping users thrive through clear communication, thoughtful solutions, and continuous improvement.

• Resolved High-Impact Logistics Escalations
  At Amazon, led the troubleshooting and resolution of time-sensitive logistics disruptions by identifying systemic issues and implementing SOPs, improving freight and carrier coordination across the U.S.
• Developed Operational SOPs and Dashboards
  Created and implemented Standard Operating Procedures and performance dashboards that enhanced shipment accuracy and reduced exception rates, contributing to measurable process efficiency.
• Improved Customer Retention in Healthcare SaaS
  At Catasys Inc., maintained strong account retention by delivering personalized onboarding, managing service escalations, and guiding clients through complex eligibility and enrollment processes.
• Managed National B2B Logistics Accounts
  At Allnex, successfully oversaw high-volume logistics for chemical shipments, ensuring compliance and timely delivery while resolving contract and vendor communication issues.
• Optimized Freight Flow for Critical Shipments
  Directed project timelines and vendor coordination for Total Quality Logistics, increasing on-time delivery rates and reducing escalated issue volume via improved remote support workflows.
• Boosted Team KPIs in Telecom Sales Ops
  At both T-Mobile and Sprint, exceeded performance benchmarks by managing daily store operations, resolving escalated service issues, and improving sales workflow execution.
• Documented Escalations to Inform Future Strategy
  In multiple roles, documented escalation root causes and resolution steps to improve training, automate support tasks, and refine internal knowledge bases.
• Implemented Remote-Friendly Communication Systems
  Deployed tools such as Zendesk, Intercom, and Jira to streamline internal and external communication in support environments—reducing ticket response time and improving customer satisfaction metrics.
• Earned Industry-Recognized Certifications
  Completed a Data Analytics Certification (2024) and Google IT Support Certificate (2019) to deepen technical fluency and bring data-backed insights into customer success workflows.