02/2017 - 08/2021 - IBM
As a member of the Los Angeles Executive Support team for AECOM, I represented IBM to C-Level executives and the user community, driving innovation through solutions geared towards swiftly resolving technical issues and tracking monthly KPI “CSAT” reports. Here I performed deep dive work on CSAT reports and liaised with technicians and their team-leads to provide key insights on DSATS and coaching relating to the handling of tickets. My strategic mindset was evident in my contributions to problem determination and the troubleshooting of desktop hardware and software problems – this was achieved while I also managed account-level responsibilities to provide total account systems support.
My notable accomplishments here were:
• Playing a key role in securing sales of legacy IPv4 internet addresses to Amazon, valued at $6.5M, by presenting key insights to senior finance and legal professionals.
• Formulating a plan for the development of the “More human than human” chatbot, for which I went on to be recognized in my next role.
• Streamlining the monthly statical analysis process which enabled us to deliver impactful feedback to stakeholders.
• Developing Technical Agile Knowledge-Hive by leveraging my aptitude for Microsoft SharePoint services. As a member of the Los Angeles Executive Support team for AECOM, I represented IBM to C-Level executives and the user community, driving innovation through solutions geared towards swiftly resolving technical issues and tracking monthly KPI “CSAT” reports. Here I performed deep dive work on CSAT reports and liaised with technicians and their team-leads to provide key insights on DSATS and coaching relating to the handling of tickets. My strategic mindset was evident in my contributions to problem determination and the troubleshooting of desktop hardware and software problems – this was achieved while I also managed account-level responsibilities to provide total account systems support. My notable accomplishments here were: • Playing a key role in securing sales of legacy IPv4 internet addresses to Amazon, valued at $6.5M, by presenting key insights to senior finance and legal professionals. • Formulating a plan for the development of the “More human than human” chatbot, for which I went on to be recognized in my next role. • Streamlining the monthly statical analysis process which enabled us to deliver impactful feedback to stakeholders. • Developing Technical Agile Knowledge-Hive by leveraging my aptitude for Microsoft SharePoint services.