Feroza Davis
Temecula,CA
Summary
Sophisticated Machine Learning Data Associate with background in Customer Service using intuitive, web-based architecture. Skilled in computer information systems with documented history of discovering methods to intelligently use data to enhance user experience. Effectively researches techniques for novel approaches to problems, develops prototypes to assess viability of approach and deploys application into production yielding insights to expand customer-consciousness.
Overview
9
9
years of professional experience
Work History
Machine Learning Data Associate
Amazon Alexa Data Services
Remote, VA
05.2019 - 02.2020
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Identified issues, analyzed information and provided solutions to problems.
- Resolved problems, improved operations and provided exceptional service.
- Transformed raw data to conform to assumptions of machine learning algorithm.
- Collaborated with multi-disciplinary product development teams to identify performance improvement opportunities and integrate trained models.
- Tested and validated models for accuracy of predictions in outcomes of interest.
- Presented findings orally and in writing with advanced mathematical models.
- Composed production-grade code to convert machine learning models into services and pipelines to be consumed at web-scale
Customer Service Representative Specialist
Starcrest Products Of California
San Diego, CA
04.2014 - 06.2016
- Provide customer support and actively assisting customers in one form or another
- Key Responsibilities:
- Provided exception listening skills to callers to determine nature of their call in order to clearly and precisely take their order, relay information on current discount offers, respond to questions about merchandise and explain various shipping methods and rates
- Quickly and effectively solved customer challenges to include following up to ensure remediation
- Followed up with customers regularly fix discrepancies on previously placed orders
- Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service which lead to increase in customer retention by 15% and added new customers increasing company's production by 20%.
Information Specialist
San Diego County Credit Union
San Diego, CA
06.2012 - 03.2014
- Attending to needs of clients and inspiring them to refer service
- Maintained full confidentiality with all client information
- Key Responsibilities:
- Attended to over 50 phone calls per day advising clients about banking products including checking, savings, loans and lines of credit
- Ensuring confidentiality of each client by following all company procedures regarding information handling
- Resolved member problems and answered questions requiring research and resolution
- Executed customer transactions, including deposits, withdrawals, money orders, wire transfers, stop payments, account transfers and issued checked
- Cross-sell products and services to members, and track in accordance with credit union rules and procedures
- Determined membership eligibility, quotes, savings rates, and opened new accounts by telephone and mail.
Customer Service Representative
proflowers.com
San Diego, CA
05.2010 - 05.2012
- Provided customer service, executing online orders and up selling products
- Key Responsibilities:
- Attended to over 65 calls per day in call center environment and influenced buying decisions within context of customer service, offering upgrades and accessories, increasing monthly sales by 10%
- Provided customer service with average of 70 calls per day by answering customer inquiries, resolving customer complaints and providing new product information
- Managed logistics and resolved customer service issues
- Managed vendor relations regarding back order availability, future inventory, special orders and processed merchandise returns and exchanges
- Made customer's shopping experiences memorable and pleasant by making follow up calls.
Internal Consultant
Investec Private Bank -South Africa
Cape Town, South Africa
12.2007 - 12.2009
- Provided administrative and documentation support to two Financial Advisors to enhance growth of their business and deliver profit in fast and time-sensitive environment
- Key Responsibilities:
- Exceeded customer's needs via telephone, e-mail and proprietary applications for resolution of customer issues to ensure quality support and professional standards on each contact
- Proved ability to deal with wide range of individuals from local to international
- Managed clients from all over world with net worth of over $500,000
- Successfully supported understaffed department for one month by taking on workload of 4 financial advisers
- Promoted banking products to existing clients with regards to credit cards, home loans, personal loans and vehicle finance
- Cross-sell services on over 40% of calls
- Strategically designed, developed and launched successful employee recognition program where top performing employees are recognized with monetary awards and/or special events.
Education
Associate of Science - Computer And Information Sciences
Mt San Jacinto College
San Jacinto, CA2018
Certificate in Internet Authoring - Computer And Information Sciences
Mt San Jacinto College
San Jacinto, CA2018
Skills
- Self-Motivated
- Cultural Awareness
- Multitasking Abilities
- Excellent Communication
- Analytical and Critical Thinking
- Problem-Solving
- Good Telephone Etiquette
- Interpersonal Communication
- Organization and Time Management
- Proficiency in Microsoft Office Suite (MS Word, Excel, PowerPoint and Outlook)
Visual Studio Adobe Photoshop CC Adobe Photoshop CC - Designed logo's, created advanced composite photos, designed animated movie clips and ping pong game - HTML, CSS, SQL and ASPNet
- SQL stored procedures and functions for retrieving information from database
Languages
English
Native or Bilingual
Afrikaans
Native or Bilingual
Spanish
Elementary
Timeline
Machine Learning Data Associate
Amazon Alexa Data Services
05.2019 - 02.2020
Customer Service Representative Specialist
Starcrest Products Of California
04.2014 - 06.2016
Information Specialist
San Diego County Credit Union
06.2012 - 03.2014
Customer Service Representative
proflowers.com
05.2010 - 05.2012
Internal Consultant
Investec Private Bank -South Africa
12.2007 - 12.2009
Associate of Science - Computer And Information Sciences
Mt San Jacinto College
Certificate in Internet Authoring - Computer And Information Sciences
Mt San Jacinto College
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