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apple help desk mac t2 senior advisor supervisor resume example with 10+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary
I am currently seeking a position in work at home technical support, where I can utilize my great technical support skills all while providing world class customer service without the need of micromanaging.Ā 
Ā 
Knowledgeable Customer Service Representative with proven track record of exceeding client expectations. Looking to implement exceptional communication and organizational skills as a BrightHouse Ā Representative.
Ā 
Ā 

Highlights
  • Troubleshooting proficiency
  • Apple Certified Macintosh Technician (ACMT)
  • Apple Certified Portable Technician (ACPT)
  • Patient and diligent
  • Exceptional telephone etiquette
  • Windows XP/Vista
  • High customer service standards
  • Some knowledge in A+ Software and Hardware
  • Troubleshooting skills
  • Strong problem solving ability
  • Negotiation competency
  • ā€‹
  • Conflict resolution proficiency
Education
American Military University Charles Town, WV Expected in 2017 ā€“ ā€“ : Web Applications - GPA : Web Applications
Accomplishments
Customer Service
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Experience
Service Partners - Apple Help Desk Mac T2 Senior Advisor / Supervisor
Columbia, TN, 02/2015 - Current
  • Provided thorough support and problem resolution for customers.
  • Ā 
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Ā 
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Ā 
  • Maintained composure and patience in face of difficult customer situations.
  • Ā 
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Ā 
  • Informed customers about issue resolution progress.
  • Ā 
  • Assisted customers with technical issues via email, live chat and telephone.
  • Ā 
  • Provided real-time support to everyday users of [IOS ,OX , Mac ,IPod, IPhone, IPad Service].
  • Ā 
  • Worked with customer service supervisor to resolve customer concerns.
  • Ā 
  • Responded to customer service emails in a timely and effective manner.
  • Ā 
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.

Internap Corporation - TIER 2 TECH
Orlando, FL, 2014 - 01/2015
  • As an AT&T work-at-home technical support agent, I am responsible for customer service,.
  • building a rapport, acknowledging the customer, dispatching, resetting VOIP,.
  • troubleshooting Television service, Internet and voice.
  • All while providing great customer.
  • service.
  • Maintained composure and patience in face of difficult customer situations.
  • Support customers with online billing and account issues.
  • Supported customers having data connectivity issues.
  • Provided thorough support and problem resolution for customers.
ALPINE ACCESS - CUSTOMER SERVICE
City, STATE, 2013 - 2014
  • As an Xbox customer service representative, I was responsible for payment, cancellations,.
  • refunds, closing accounts and fortifying account information.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Maintained up-to-date records at all times.
  • Developed effective relationships with all call center departments through clear communication.
TELE-NETWORK - TIER 1 TECHNICAL SUPPORT
City, STATE, 2011 - 2013
  • As a Frontier Work-at-home technical support agent, I was responsible for troubleshooting.
  • DSL modems, wireless setup, up selling, dispatching trucks, and escalating tickets to tier 2.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • ā€‹
Skills
A+, closing, Hardware, customer service, customer service, dispatching, DSL, modems, rapport, selling, technical support, Television, troubleshooting, VOIP

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Resume Overview

School Attended

  • American Military University

Job Titles Held:

  • Apple Help Desk Mac T2 Senior Advisor / Supervisor
  • TIER 2 TECH
  • CUSTOMER SERVICE
  • TIER 1 TECHNICAL SUPPORT

Degrees

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