• Communicating information (observations, recommendations, and data) in a strong, clear, & consistent manner to translatestrategy into action to a variety of experience levels.• Implemented various methods to evaluate, analyze & provide trends on over 1000 interactions during a 6th month period.• Identified and reviewed various interaction types while identifying systemic opportunities via investigative projects such asRCA, journey mapping, North Star audits, tool audits, process audits, and risk analysis.• Design agile and focused interaction monitoring & survey forms to provide trend data for analysis.• Organized Team documentation across multiple platforms, creating sustainable plans to standardize processes andprocedures for Regional Quality Assurance that aligned to AppleCare's Credo and culture.