Jazy Areeb
Montevideo
Summary
Professional with experience supporting large-scale telecom and enterprise environments through client programs at Verizon. Played a key role in ensuring customer data security, fraud prevention, and compliance with security protocols while delivering high-quality technical support. Experienced in identity verification processes, account security controls, access management, and incident escalation to mitigate unauthorized activity and potential fraud.
Leveraged ServiceNow for secure ticketing, Power BI for KPI and risk trend analysis, and CRM systems to monitor operational performance and security-related metrics. Actively involved in SOP creation, client meetings, progress reporting, and implementation of new security-focused operational plans. Collaborated closely with Workforce Management, IT, Risk/Fraud, and Operations teams to optimize workflows, maintain SLA compliance, and protect client assets. Consistently met performance and security KPIs while driving efficiency, accountability, and a strong security-first culture.
Overview
6
6
years of professional experience
Work History
Service Manager
Alorica
10.2024 - Current
Experienced Team Manager with a strong background in team leadership, performance coaching, and client support. Skilled at using CRM tools such as Microsoft 365, Salesforce Sales Cloud, and Power BI to visualize and analyze data, streamline processes, and enhance customer experiences.Adept at troubleshooting issues, optimizing workflows, and achieving KPIs, while building high-performing teams, and fostering a culture of growth and excellence. Also assisting security team with network Security and Penetration testing tasks,
Support Coach (Operations Support Associate II)
Alorica
07.2024 - 09.2024
Mentored and guided new team members, providing real-time support, strategies for overcoming challenges, and fostering a growth-focused environment that promoted skill development and empowerment.
Customer Service Representative
Alorica
Montevideo
01.2024 - 06.2024
Resolved customer inquiries with efficiency, upheld service standards, and delivered exceptional support that drove satisfaction, retention, and overall service quality.
Support Executive
Tata Consultancy Services
Montevideo
06.2020 - 08.2023
Provided timely customer support by troubleshooting and resolving help desk tickets, improving resolution efficiency, translating technical terminology, and delivering remote software solutions.
Education
Bachelor of Science - Bachelor in Cyber Security
International University Of Applied Sciences
Berlin, Germany07.2026
No Degree - Metallurgical Engineering
NED University of Engineering & Technology
Karachi, Pakistan04.2018
High School Diploma - HSC Pre-Engineering
NASRA School
Karachi, Pakistan09.2017
Skills
- Python
- Monitoring tools (SolarWinds, AnyDesk, etc)
- MS Office 365
- Network Security
- incident report
- penetration testing
- treat assessment
- VPN Management
- CRM such as Salesforce and Microsoft Dynamics
- AI tools navigation and utilization, such as ChatGPT or Copilot
- Power BI for data analysis and visualization
Languages
- English proficient
Accomplishments
- PSO Leadership Award 2024
Languages
English
Native
Native
Spanish
Advanced (C1)
C1
Timeline
Service Manager
Alorica
10.2024 - Current
Support Coach (Operations Support Associate II)
Alorica
07.2024 - 09.2024
Customer Service Representative
Alorica
01.2024 - 06.2024
Support Executive
Tata Consultancy Services
06.2020 - 08.2023
Bachelor of Science - Bachelor in Cyber Security
International University Of Applied Sciences
No Degree - Metallurgical Engineering
NED University of Engineering & Technology
High School Diploma - HSC Pre-Engineering
NASRA School