Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nacira Grira

Round Rock

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

AppleCare Support Technologies - Gather Product Designer

Apple Inc
  • Gathered feedback from executive management to support stakeholder inquiries. - Identified trends and issues in users requests, contributing to product enhancements. - Supported the product owner by defining requirements and maintaining backlogs. - Designed UI mockups for effective visualization of design choices and product features. - Ensured accuracy of software requests and updates, enhancing user experience. - Developed custom-coded pages for stakeholders and managed community tasks.

RCC Voice ConnectMe Project

  • Designed and optimized page elements for improved visual appeal. - Created banners, landing pages, and email composer templates. - Supported Leadership communications through tailored design solutions.

RCC SOAR Project - the pilot

  • Reevaluated Apple's customer support approach, handling inbound calls and Order Support Tier 3 tasks. - Identified opportunities for enhancing customer experience through tools, technology, and process improvements.

Business Analyst - AppleCare Support Technologies - Maestro

  • Collected user experience data and case information, driving platform improvement. - Prioritized bug fixes and contributed to strategic release planning. - Documented detailed business processes and workflows. - Managed inbound business requests through various communication channels.

Channel Strategy & Operations - WW Shared Services Support

Apple Inc
10.2013 - Current
  • Troubleshoot access and system issues for channel resellers, enhancing Apple product sales. - Enable sales teams through effective tool provisioning, increasing overall effectiveness. - Collaborate cross-functionally to identify and implement process improvement opportunities. - Cultivate strong relationships with project teams, providing valuable advisory support. - Lead projects and initiatives, ensuring collaboration and staying ahead of industry trends.

Education

Lean Six Sigma Green Belt certification -

GoLeanSixSigma.com

Associate of Applied Technology in Computer Information Technology-Applications Specialization -

Austin Community College
Austin, Texas
01.2011

Associate of Applied Technology in Industrial Data Processing-Design and Programming of Computerized Systems -

ISET (Institut Supérieur des Etudes Technologiques de Sfax)
Sfax, Tunisia
01.2001

Skills

  • Successful experience leading cross-functional teams in collaboration with AppleCare Support Technologies Product Managers
  • Proficient in managing multiple concurrent projects, ensuring on-time completion
  • Strong problem-solving, strategic planning, and effective communication skills
  • Expertise in optimizing processes and fostering collaboration for successful project outcomes
  • Experienced with a diverse range of software languages and applications
  • Mockups and Prototypes

Timeline

Channel Strategy & Operations - WW Shared Services Support

Apple Inc
10.2013 - Current

AppleCare Support Technologies - Gather Product Designer

Apple Inc

RCC Voice ConnectMe Project

RCC SOAR Project - the pilot

Business Analyst - AppleCare Support Technologies - Maestro

Lean Six Sigma Green Belt certification -

GoLeanSixSigma.com

Associate of Applied Technology in Computer Information Technology-Applications Specialization -

Austin Community College

Associate of Applied Technology in Industrial Data Processing-Design and Programming of Computerized Systems -

ISET (Institut Supérieur des Etudes Technologiques de Sfax)

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Nacira Grira