Kevin Azizi
Fremont,California
Overview
8
8
years of professional experience
Work History
User Operations Specialist
TikTok
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
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
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
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
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
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