Looking for a job

Aisha Cooke

@aishacooke

Message

Operations Excellence professional at GSS building Power Apps and automation that contributed to $30,000 in savings.

Jamaica

Message

At GSS, I designed, developed, and deployed 7–8 Microsoft Power Apps applications and built five Power Automate workflows to streamline operations. I also implemented process improvements that generated approximately $30,000 in operational savings.

At NESPRESSO (NESTLÉ LTD.), I conducted quality audits across voice, chat, and email, analyzed performance trends, and served as Lead Calibrator. Earlier, I supported customers at NESPRESSO (NESTLÉ LTD.), TDS LTD., and VERIZON in chat, email, and technical support roles.

Experience

Work history, roles, and key accomplishments

Current

Associate, Delivery Excellence

Current

Remote

Jun 2025 - Present (1 year 4 months)

Designed, developed, and deployed 7–8 Microsoft Power Apps applications to streamline operations and improve workflow efficiency. Built and maintained 5 automated workflows using Microsoft Power Automate, reducing manual effort and improving process consistency.

Microsoft PowerApps Power Automate Microsoft Lists Microsoft Planner Power BI Process Improvement Workflow Automation Requirements Gathering Stakeholder Collaboration Testing Documentation Troubleshooting end user support Training

Senior Quality Evaluator

Nespresso (Nestlé Ltd.)

Mar 2022 - Jun 2025 (3 years 3 months)

Conducted approximately 50 quality audits weekly across voice, chat, and email channels, completing over 2,600 evaluations annually. Served as Lead Calibrator, facilitating calibration sessions to maintain scoring consistency and alignment with standards.

Quality Assurance Audit Calibration Performance Analysis Root Cause Analysis Coaching Feedback Reporting Data Analysis Continuous Improvement

Chat & Email Support Agent

Nespresso (Nestlé Ltd.)

May 2021 - Mar 2022 (10 months)

Managed high-volume customer interactions across chat and email channels while maintaining quality and productivity standards. Resolved customer inquiries, complaints, and service issues efficiently.

Customer Support Live Chat Email Support Problem Solving Documentation Compliance

Technical Support Agent (Level 1)

TDS Ltd.

Nov 2018 - Oct 2020 (1 year 11 months)

Provided first-level technical support for hardware, software, and network issues. Diagnosed and resolved technical problems through structured troubleshooting.

Technical Support Troubleshooting Hardware Software Networking Customer Assistance Training

Customer Support Agent

Verizon

Mar 2018 - Jul 2018 (4 months)

Provided customer support and troubleshooting for service and technical issues. Resolved customer concerns while maintaining quality and service standards.

Customer Support Troubleshooting Service Issues Escalation Management Collaboration