Kevin Azizi
Fremont,California
Overview
8
8
years of professional experience
Work History
User Operations Specialist
TikTok
Mountain View, CA
05.2022 - Current
- Delivered instant troubleshooting and consulting services to internal middle-platform users, ensuring prompt resolution of technical issues and efficient use of resources
- Analyzed support tickets to identify recurring issues and areas where support processes can be improved
- Consistently addressed an average of 10 user inquiries per day through TikTok internal platform and IM chat, ensuring prompt and accurate responses
- Regularly analyzed and interpreted key performance indicators (KPIs) metrics to provide actionable insights and recommendations to the engineering team
Subject Matter Expert
Accenture
Menlo Park, CA
01.2020 - 04.2022
- Leveraged Facebook business platform product knowledge and relationships with cross-functional teams (Ads Reporting & Metrics, Pixel, Page Insights, Business, and Offline Conversions) to resolve technical issues
- Developed and presented clear resolutions and effective workarounds to the cross-functional teams
- Prepared and updated workflows that reflected new system updates to provide to clients in order to eliminate further product confusion
- Applied quantitative analytics, data mining, and data visualization to advertisers to resolve bug-related concerns with a 98% success rate
- Collaborated with Facebook Business Product Specialist to further investigate widespread issues and trends to resolve client questions and concerns
Senior Technology Analyst
Accenture
Menlo Park, CA
10.2019 - 01.2020
- Designed and implemented a structured training program to equip new hires with the skills needed for real-time data analysis and performance trend analysis when addressing client concerns
- Prioritized bug reports based on severity, potential impact, and business priorities, streamlining issue resolution efforts
- Implemented the 'Direct to Engineer Escalation' process to various products to expedite the workflow and reduce turnaround time for issue resolution and minimize revenue impact
Technology Analyst
Accenture
Menlo Park, CA
07.2018 - 09.2019
- Resolved technical bugs associated with product advertisements, which assure quality deliverables to top-tier Facebook partners and clientele with a 92% success rate
- Coordinated and trained a newly formed Singapore satellite team of technology analysts to perform workflows, which resulted in a seamless transition of business operations abroad
- Created an interactive mock training environment for new analysts to demonstrate newly learned skills, which resulted in an effective learning tool
- Triaged over 200 product-related cases per month and maintained optimal daily productivity depending on situational demand.
Lead AT&T Mobile Expert
Best Buy
San Jose, CA
11.2015 - 05.2017
- Analyzed inventory, becoming familiar with the particulars of 200+ items, allowing for prompt and helpful customer care
- Mastered key processes, such as phone activation and addressing customer concerns, to effectively support the team
Education
Bachelor of Science - Business Administration And Management
San Jose State University
San Jose, CA05.2019
Skills
- SQL
- Python
- Excel
- Scuba
- Lighthouse
- Daiquery
- API
- CRM
Timeline
User Operations Specialist
TikTok
05.2022 - Current
Subject Matter Expert
Accenture
01.2020 - 04.2022
Senior Technology Analyst
Accenture
10.2019 - 01.2020
Technology Analyst
Accenture
07.2018 - 09.2019
Lead AT&T Mobile Expert
Best Buy
11.2015 - 05.2017
Bachelor of Science - Business Administration And Management
San Jose State University