Izzy Diaz

Senior Customer Operations Specialist

2022 – Present

▪ Oversee aftermarket service support for a large portfolio containing products, such as antenna systems, satellite simulators, and transceivers, for commercial and DoD accounts, ensuring efficient processing of Return Material Authorizations for defective products. ▪ Maintain proactive communication with customer accounts regarding current and next-generation product lifecycles, from new manufacturing to end-of-life support, ensuring customer satisfaction and retention. ▪ Engage with third-party vendors and domestic partners to ensure the viability and efficiency of product support. ▪ Collaborate with cross-functional teams to allocate resources and balance inventory levels to support repair and replenishment for customer accounts. ▪ Negotiate large contracts and purchase orders with customers, meticulously detailing scope of work and the terms & conditions to align with Viasat’s legal group and operational standards. ▪ Generate and present detailed reports on open repairs, encompassing metrics on total units in repair, repair age, turnaround times, and revenue earnings for each supported product line. ▪ Demonstrate critical thinking by innovating Standard Operating Procedures (SOPs) to maximize operational efficiency and streamline processes.

Genius

2017 – 2022

▪ Used Apple’s ERP system to identify and execute urgent iPhone and Mac repairs; This includes identifying the need of repair parts and ordering when needed. ▪ Effectively supported customers seeking help with their Apple electronic devices; This includes troubleshooting, diagnosing, and repairing the devices, while also providing the customer with the best experience. ▪ Was responsible for the training and development of employees within the support department of my Apple location. ▪ Facilitated team meetings on a regular basis to discuss process improvement opportunities and daily updates.

Manager

2013 – 2017

▪ Supported the store manager in overseeing daily operations, ensuring excellent customer service, and managing staff to achieve sales goals.

Associate's degree

2015 – 2017

Bachelor's degree

2018 – 2020

Multiple Dean's List nominations by maintaining a GPA of 3.5 and above.