Fatima Baraka
Katy,TX
Summary
Dynamic and process-driven Customer Operations professional with over 5 years of experience enhancing customer support through effective CRM systems, data analysis, and workflow optimization. Expertise in troubleshooting and swiftly resolving technical issues while consistently identifying inefficiencies and improving documentation accuracy to strengthen backend support processes. Proven success in reducing escalations, increasing resolution speed, and maintaining precise reporting metrics. Actively seeking a remote role as a Customer Operations Associate or Systems Support Specialist, focusing on driving process improvements and optimizing data management strategies.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Advisor
Apple (via Transcom)
05.2024 - Current
- Delivered advanced technical and backend system support across Apple platforms. Maintaining a 98% case accuracy rate.
- Documented and analyzed over 50+ recurring issue trends monthly to identify root causes and system fixes.
- Partnered with Apple's internal operations teams to streamline case escalation processes reducing resolution times by 20%.
- Ensured CRM documentation met quality and compliance standards. Improving audit readiness across 3 internal systems.
- Diagnosed hardware and software issues, ensuring timely resolutions to enhance user experience.
- Trained new team members on best practices for customer interactions and troubleshooting techniques.
Apple Card Specialist
Alorica
02.2022 - 05.2024
- Resolved technical and financial account inquiries for Apple Card users with a 95% first-contact resolution rate.
- Processed and and verified over 150 data entries daily with zero discrepancies in financial compliance records.
- Created structured escalation logs to enhance collaboration between technical and financial teams, cutting backlogs by 25%.
- Identified workflow inefficiencies and proposed documentation templates that increased team productivity by 15%.
- Facilitated regular team meetings to discuss challenges and share insights, reinforcing a culture of continuous improvement.
Customer Operations Specialist
Sitel
08.2020 - 01.2022
- Managed customer records within CRM systems, ensuring 100% data accuracy for billing and policy tracking.
- Monitored service trend data to identify recurring issues, supporting process revisions that improved customer satisfaction scores by 10%.
- Built and maintained detailed records for 100+ daily interactions, ensuring reliable reporting and compliance documentation.
- Increased client retention with exceptional relationship-building skills and proactive problem-solving abilities.
Education
High School Diploma -
Marshall High School
San Antonio, TX06.2020
Skills
- Data Analysis & Accuracy
- CRM system proficiency
- Workflow Optimization & SOP Development
- Documentation and reporting
- Technical and systems troubleshooting
- Proficient in Microsoft Office Suite
- Interdepartmental teamwork
- Process Improvement & Root-Cause Analysis
- System configuration
- Remote support
- Complaint handling
Certification
- Google Workspace Fundamentals
- Salesforce Trailhead : CRM Administration Basics
- Microsoft Excel / Google Sheets Data Analytics
Timeline
Technical Support Advisor
Apple (via Transcom)
05.2024 - Current
Apple Card Specialist
Alorica
02.2022 - 05.2024
Customer Operations Specialist
Sitel
08.2020 - 01.2022
High School Diploma -
Marshall High School
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