Obtain a position to execute on key company initiatives and core values by providing quality experiences through customer satisfaction and world class service.
Patient and diligent
Vast technical knowledge
Accomplished with mobile devices
Mac OS expert
MS Office proficiency
Exceeded monthly goals by successfully resolving calls withing the required call handling time
Accomplished monthly goal of limiting technical escalations to under 8% per month
Ranked top 10% within the company
Consistently received perfect scores for customer satisfaction
Jan 2015 to Current Mac OS X
Resolved issues with OS X operating system reaching as far back as Mountain Lion to the current system EL Capitan.
Built customer relations through accurate resolutions and simple explanations to complex software and hardware issues.
Led meetings with fellow employees to create new and efficient ways to interact with customers and resolve common software and hardware issues Expert in Mac features and tools such as Disk Utility, Terminal, OS X Recovery, and Network Configuration Selected as one of the few representatives that would be responsible for multiple departments including Technical Support, Billing and Payment, and Account Management.
Apple At Home AdvisorMay 2014 to Current Apple Inc
Constructed and rebuilt customer relationships to create satisfaction and loyalty.
Innovated new ideas to successfully achieve goals and execute on key company initiatives.
Strategically resolved complex issues involving both OS X and IOS software.
Stellar ability to analyze policy and procedure while able to interpret to customers understanding.
Strategically reviewed customer's technical issues with primary attention to detail to consistently provide accurate information and resolution.
Web Order, RepresentativeDec 2011 to Aug 2012 CoWorx － Bethlehem, PA
Effectively amended problematic online sales to suit the customer's needs by researching potential conflicts within their order.
Proactively offer new products and services to accommodate all customer options.
Consistently exceeded sales goals for new customer contracts and upgrades of existing customers.
Integrated various department methods to support all areas of the company's customer base.
Advanced Technical Support SpecialistMar 2010 to Jan 2011
Tier Subject matter expert on all T-Mobile network, device, feature, service issues, systems and tools.
Uses resource documentation for reference and troubleshooting advanced device and network FENEL RAYMOND PAGE TWO problems.
Appropriately disbursed adjustments and account credits in accordance with T-Mobile policy.
Exceeded department productivity and quality standards consistently.
Selected as a mentor in numerous educational programs.
Technical Support Representative, TierFeb 2006 to Jan 2010
Provide technical assistance in response to call center inquiries related to equipment usage, operating issues and customer concerns.
Where appropriate recommend new product solutions and services to accommodate all customer needs.
Chosen by Senior Leadership to act as a Senior Representative in an interim role.
Known as a subject matter expert by peers and leadership as called upon to support newly hired employees in their transition to technical representatives.
Selected as a device advocate for a new device launch, prior to release date.
Trusted as a liaison representing the device and partnership between the content development of known device functions and customer common procedures.
Jan 2006 to Oct 2011 T-Mobile USA － Allentown, PA
A.A, Business Administration2003Wood Tobe-Coburn CollegeBusiness Administration