Mia Fonyam
Miramar,FL
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements, and stakeholder engagement procedures to align with strategic goals.
Overview
3
3
years of professional experience
Work History
Subject Matter Expert
Meta
01.2024 - 09.2025
- Acted as a trusted subject matter expert on [specific product/process — e.g., Ads, Payments, Policies], providing advanced support and guidance to team members.
- Assisted leadership by reviewing and validating complex cases, ensuring accurate decisions aligned with company policy.
- Created and updated internal documentation, best practices, and workflows to improve team efficiency.
- Facilitated training and onboarding for new hires, sharing expertise and promoting customer-first practices.
- Partnered with product, policy, and engineering teams to escalate feedback and contribute to product/process improvements.
Operations Customer Expert
Meta
01.2023 - 01.2024
- Delivered high-quality customer support across multiple channels, ensuring accurate and empathetic solutions to complex inquiries.
- Resolved escalated cases efficiently, maintaining performance goals for speed, accuracy, and customer satisfaction.
- Collaborated with cross-functional teams to improve customer workflows and address recurring issues.
- Maintained up-to-date knowledge of Meta’s products, policies, and tools to provide accurate guidance.
- Consistently recognized for professionalism, empathy, and strong problem-solving skills.
Education
Bachelor of Science - Nursing
Broward College
Fort Lauderdale, FL01-2028
Skills
- Customer Experience & Support: Customer Issue Resolution, Escalation Management, Empathy & Communication, Conflict Resolution
- Operations & Process Improvement: Workflow Optimization, Knowledge Management, Policy Adherence, Quality Assurance
- Leadership & Collaboration: Subject Matter Expertise, Training & Mentorship, Team Support, Cross-Functional Collaboration
- Technical & Tools: CRM & Ticketing Systems (Zendesk, Salesforce, etc), Knowledge Base Tools, Data Analysis, Microsoft Office Suite, Google Workspace
- Core Strengths: Problem-Solving, Adaptability, Stakeholder Engagement, Attention to Detail, Data-Driven Decision Making
Timeline
Subject Matter Expert
Meta
01.2024 - 09.2025
Operations Customer Expert
Meta
01.2023 - 01.2024
Bachelor of Science - Nursing
Broward College