Open to opportunities

Umma Kaniz

@ummakaniz

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Resolution Specialist with expertise in customer support and data analysis.

Canada

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What I'm looking for

I seek a role that fosters growth and allows me to leverage my customer support and data analysis skills.

I am a dedicated Resolution Specialist at Phreesia Inc., where I leverage my skills in customer support and technical problem-solving to enhance client experiences. With a strong background in troubleshooting and documentation, I ensure that all reported issues are addressed efficiently and effectively. My role as a Pod Lead allows me to mentor and guide my team, fostering a collaborative environment that prioritizes customer satisfaction.

In addition to my technical expertise, I have participated in a rigorous bootcamp focused on strategy and operations, where I honed my skills in SQL, data visualization, and market analysis. My capstone project involved conducting an in-depth analysis of an on-demand delivery platform, providing actionable recommendations to senior stakeholders. This experience has equipped me with a comprehensive understanding of tech business models and the metrics that drive success.

Previously, I worked as a Customer Success Consultant at Rogers Communications, where I developed my ability to analyze customer needs and deliver tailored solutions. My commitment to continuous learning and improvement drives my passion for helping clients achieve their goals.

Experience

Work history, roles, and key accomplishments

Current

Resolution Specialist

Current

Phreesia Inc.

Jan 2021 - Present (4 years 4 months)

Provided an outstanding experience to customers throughout the support process, acting as both the Subject Matter Expert and product Super User. Troubleshooted issues using Salesforce, SQL, SUMO, Confluence, and JIRA, documenting and escalating problems through Phreesia's ticketing software.

Salesforce SQL Sumo Confluence Jira Customer Support Technical Troubleshooting Mentoring Product Demos Client Communication

Mentee

Skillful Strategy and Operations

Mar 2022 - May 2022 (2 months)

Participated in a project-based bootcamp, utilizing SQL, Excel/Sheets, Google BigQuery, Redash, and Tableau for data analysis and visualization. Built models for market performance using time series analysis and gained in-depth understanding of tech business models and key metrics.

SQL Excel Google BigQuery Redash Tableau Data Analysis Business Intelligence Time Series Analysis Market Research Strategic Planning

Customer Success Consultant

Rogers Communications Inc.

Sep 2018 - Jan 2021 (2 years 4 months)

Analyzed customer needs to offer customized solutions and provided effective support, ensuring first-time resolution through active listening. Provided regular feedback to management on call trends and coached new cohorts on best practices.

Customer Service Conflict Resolution Troubleshooting Training Communication Customer Relationship Management Call Center Operations Feedback Problem Solving

Education

Degrees, certifications, and relevant coursework

Centennial College

Post-Graduate Diploma, Global Business Management

Completed a post-graduate diploma focusing on international business strategies and global market dynamics. Gained expertise in cross-cultural management, trade, and finance.

Oxford Brookes University

Bachelor of Commerce, Applied Accounting

Undertook a comprehensive Bachelor of Commerce program with a specialization in Applied Accounting. Developed strong foundational knowledge in accounting principles, financial reporting, and auditing practices.