Jana Rizeq
San Diego,CA
Summary
I am adept at driving improvements in technical support quality, training, and performance. My collaborative approach, focused on developing talent and refining processes, ensures that support teams deliver exceptional service and uphold the highest standards. Passionate about enhancing customer satisfaction and fostering a culture of continuous improvement, I leverage my insights to align support strategies with organizational goals and exceed user expectations. Enthusiastic professional eager to contribute to team success through hard work and attention to detail.
Overview
5
5
years of professional experience
Work History
Quality Assurance Coach
Concentrix
06.2023 - 08.2024
- Optimized support interactions by evaluating and analyzing recorded and live support calls, resulting in improved customer-representative engagements.
- Established and refined quality standards and performance metrics for iOS technical support, leading to enhanced service delivery.
- Provided actionable feedback and coaching, significantly improving representative performance and elevating customer satisfaction scores.
- Leveraged performance data to assess support effectiveness, identifying improvement areas and implementing strategic enhancements.
- Prepared and presented comprehensive reports with data-driven recommendations to management and support teams.
- Designed and delivered targeted training programs to advance technical knowledge and customer service skills among support staff.
- Ensured compliance with company policies and industry regulations, fostering adherence to best practices and standards.
- Monitored and analyzed customer satisfaction metrics, identifying trends and driving continuous improvement initiatives.
Senior MacOS Technical Support Advisor
Concentrix
05.2023 - 06.2023
- Delivered expert support for macOS users, ensuring a seamless and efficient user experience.
- Proactively engaged with customers, addressing technical issues promptly to enhance overall satisfaction.
- Troubleshot and resolved a wide range of macOS-related issues, providing effective solutions for various user problems.
- Guided users through the installation, updating, and configuration of software applications on macOS devices.
- Maintained up-to-date knowledge of the latest macOS developments, ensuring accurate and relevant support.
- Assisted with user account management, facilitating smooth access and configuration for macOS users.
- Resolved network connectivity issues, helping users establish and maintain reliable connections.
Senior iOS Technical Support Advisor
Concentrix
06.2022 - 05.2023
- Primary Point of Contact: Acted as the main contact for triaging and resolving complex iOS software and hardware issues.
- Resolve Complex Issues: Analyzed and addressed a wide range of intricate iOS technical problems, ensuring comprehensive solutions.
- Support Management: Managed support for both Tier 1 and Tier 2 iOS queues, effectively handling escalations and complex cases.
- Escalation Expert: Served as the highest level of technical support, providing escalation assistance for unresolved software and hardware issues.
- Mentorship and Training: Conducted roundtables and coaching sessions for junior advisors, motivating them to achieve excellence in their respective areas.
- Customer Solutions: Delivered clear, step-by-step solutions with patience, tailoring approaches to individual customer needs for optimal resolution.
- Expertise in iOS: Provided in-depth expertise on complex issues related to iOS products, systems, peripherals, and software.
Tier 1 iOS Technical Support Advisor
Concentrix
04.2021 - 05.2022
- Primary Point of Contact: Served as the main contact for triaging and addressing software technical issues related to iOS products.
- Issue Resolution: Provided expertise on basic to moderately complex issues involving iOS products, systems, peripherals, and software.
- Documentation: Recorded and documented support interactions to ensure accurate tracking and future reference.
- Technical Analysis: Analyzed technical issues to identify effective troubleshooting methods for rapid resolution.
- Clear Communication: Explained technical information in straightforward terms to enhance understanding for non-technical users.
- Customer Instruction: Educated customers on identifying and resolving technical issues, empowering them with the knowledge to handle similar problems independently.
Internship/Trainee
King Hussein Cancer Center and Foundation
02.2020 - 03.2020
- Collected and prepared biological specimens for cytogenetic analyses from various human tissues
- Documented and maintained tissue culture and microscopy analysis records to promote and advance research
- Maintained laboratory areas and equipment in safe, functional and sanitary conditions to comply with standards of use
- Operated photomicroscope to analyze cells with computerized capturing system and photograph appropriate cells from each case
- Harvested cell cultures and prepared microscopic slides using routine and banding techniques.
Internship/Trainee
Amman Surgical Hospital
05.2019 - 07.2019
- Recorded test results on standardized forms to enter into database and communicate to appropriate personnel
- Prepared reagents and solutions, calibrating pipettes and related activities to support experiments
- Located disease markers and outlined findings in thorough reports for clinicians
- Assisted pathology team with skilled analyses by preparing tissue samples
- Analyzed experiment and test results to validate adherence to standards and specifications.
Education
Bachelor of Science - Biotechnology & Genetic Engineering
Philadelphia University
09.2019
Skills
- Communication and coaching
- Data analysis and Decision-Making
- Training and Development
- Process improvement and collaboration
- Multitasking Abilities
- Interpersonal relationship building
- Conflict Resolution Strategies
- Performance metrics evaluation
- Team building abilities
- Training and mentoring
- Analytical thinking abilities
- Continuous Improvement Mindset
Projectsresearch
- Graduation project: "Fibromyalgia and Angiotensin Converting Enzyme Gene (ACE) Polymorphism Among Arab Population", Jordan Innovation Forum conference under the Deanship of Development and Distance Learning
- Graduation research project: "Thrombophilia and Pregnancy Failure"
Timeline
Quality Assurance Coach
Concentrix
06.2023 - 08.2024
Senior MacOS Technical Support Advisor
Concentrix
05.2023 - 06.2023
Senior iOS Technical Support Advisor
Concentrix
06.2022 - 05.2023
Tier 1 iOS Technical Support Advisor
Concentrix
04.2021 - 05.2022
Internship/Trainee
King Hussein Cancer Center and Foundation
02.2020 - 03.2020
Internship/Trainee
Amman Surgical Hospital
05.2019 - 07.2019
Bachelor of Science - Biotechnology & Genetic Engineering
Philadelphia University