MBA in Logistics and Supply Chain -
Coventry University
11.2015
HARRIET OBINYAN
Toronto,ON
Summary
Results-oriented professional with 10+ years experience in technical support, customer service, and team leadership within telecommunications and aviation. Proven ability to optimize workflows, resolve complex issues, and deliver exceptional service. Skilled in cross-functional collaboration, data-driven analysis, and process improvement. Currently enhancing technical expertise with a cybersecurity certification.
Education
Certificate - Cybersecurity Analyst
10Alytics:
2024.11 - Current
Certified in Cybersecurity
ISC2 Certification
2024.11 - 2025.02
Basics of Lean Six Sigma: Green Belt
Alison
2023.08 - 2023.09
Skills
- Business Administration
- Customer service
- Problem Solving
- Conflict Management
- Tactful and diplomatic
- Supervision and leadership
- MS Office
- SQL
- Executive communication
- Emotional intelligence
- Document review
- Remote and hybrid work
- Logistics Management
- Supply Chain Management
- Program Management
- Stakeholder management
- Escalation management
- Process oversight
- Customer communications
- Continuous development
Affiliations
- I enjoy listening to books on audible and hosting family and friends.
- Volunteered at a children's hospital in Dubai to support children with autism
- Mentor girls pursuing careers under Biika (NGO) scholarship
- High school track and field champion
Languages
English
Native language
English
Proficient (C2)
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Overview
1
1
MBA | Customer Experience | Technical Support Trainer
Timeline
Technical Support Trainer
Rogers Communications
2024.12 - Current
Certificate - Cybersecurity Analyst
10Alytics:
2024.11 - Current
Certified in Cybersecurity
ISC2 Certification
2024.11 - 2025.02
Technical Support
Rogers Communications
2024.03 - 2024.11
Basics of Lean Six Sigma: Green Belt
Alison
2023.08 - 2023.09
Customer Service Team Lead
Emirates Airlines
2014.07 - 2019.08
International Flight Attendant
Emirates Airlines
2011.02 - 2014.06
MBA in Logistics and Supply Chain -
Coventry University
Work History
Technical Support Trainer
Rogers Communications
2024.12 - Current
- Design, implement, and maintain effective training programs for technical support teams.
- Coach and mentor technical support staff to enhance skills and performance.
- Resolve escalated customer issues through technical advice and troubleshooting.
- Utilize case management tools and workflows to improve support efficiency and customer satisfaction.
Technical Support
Rogers Communications
2024.03 - 2024.11
- Provided timely and effective technical support to customers.
- Resolved complex networking issues.
- Provided technical support during installation, troubleshooting, testing, and commissioning.
- Collaborated with stakeholders to understand support needs and define workflows.
- Developed and documented support processes, ensuring compliance with policies
Customer Service Team Lead
Emirates Airlines
2014.07 - 2019.08
- Ensured prompt and accurate handling of customer inquiries, providing performance feedback.
- Enforced compliance with company safety, security, and quality standards.
- Collaborated across departments to meet customer needs within established timelines.
- Managed daily team operations, including scheduling and task assignment.
- Documented escalations and resolutions.
International Flight Attendant
Emirates Airlines
2011.02 - 2014.06
- Collaborated with senior teams to deliver premium products and services, ensuring customer satisfaction.
- Resolved customer service complaints professionally.
- Demonstrated safety equipment and procedures in line with FAA guidelines.