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apple senior customer success manager resume example with 13 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Experienced Senior Customer Success Manager bringing 12 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Skills
  • 87 WPM typing speed
  • Multi-Line Phone Proficiency
  • Exceptional verbal and written communication skills
  • Excellent leadership skills
  • Excellent multi-tasker with frequent interruptions
  • HR policies
  • Creative
  • Analytical Thinker
  • Effective planning
  • Self-motivated
  • Trend Analysis
  • Tech support
  • Creative
  • Team management
  • MS Office
  • Live Chat
  • Salesforce
  • Private home office
  • Coaching
  • Mentoring
  • Zoom
  • SaaS experience
Education
University of Phoenix Tempe, AZ Expected in 05/2013 Bachelor of Science : Business, Human Resource Management - GPA :
  • Majored in Business/HR
Central Ga Tech College Milledgeville, GA, Expected in 01/2000 Certificate : Phlebotomy Technician - GPA :
Work History
Gallagher Bassett Nz Ltd - Apple Senior Customer Success Manager
Fairlawn, OH, 01/2017 - Current
  • Drives and directs the performance and behaviors of team.
  • Minimizes resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Initiates timely response to emails, voicemails and written correspondence.
  • Optimizes customer support by establishing collaborative service environment.
  • Adheres to rigorous standards for customer service, merchandising and operational safety.
  • Implements new working processes which delivered continued improvements.
  • Holds weekly 1:1 meetings with each direct report and manager.
  • Holds weekly team meetings to ensure team is up-to-date on what's happening within Apple.
  • Uses Apple software and hardware to complete all work duties.
  • Prepares, develops and conducts performance evaluations, make employment decisions, set up performance goals and targets for assigned team.
  • Leads and drives key initiatives that align with end state goals by working cross-functionally with internal and external teams.
  • Develop and supervise a team of agents directing their activities for the achievement of company targets and goals.
  • Performs duties professionally and contributes to a positive work environment.
  • Promotes employee-centric culture that encourages employee satisfaction and engagement.
  • Documents all coaching sessions, utilizing designated tools, in a timely manner.
  • Interacts with cross-functional support groups in order to manage the day-to-day operations.
  • Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
  • Secures annual subscription renewals.
  • Trains clients on the basics of customer care.
  • Performs weekly scheduled meetings with key stakeholders to ensure customer goals are met.
  • Analyzes customer performance data and makes recommendations to ensure revenue growth.
  • Monitors and reports on the health and risks of assigned corporate accounts.
Kelly Services - Apple Customer Support Specialist
City, STATE, 01/2014 - 12/2016
  • Helped customers via email, chat, or phone to ensure they had the best experience while troubleshooting their problems and answering all questions.
  • Provided customer feedback and data to coworkers within the call center.
  • Maintained detailed product knowledge to engage in customer education
  • Responded to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers' needs were met in a timely and professional manner.
  • Troubleshooted customers' technical issues and advised on resolution.
  • Acted as the first point of contact for all technical support questions for Apple's largest customers.
  • Generated leads for sales representatives by contacting customers and presenting service options and solutions.
  • Generated and communicated new leads to other representatives to further investigate issue with customer.
  • Provided 100% Client Happiness on every interaction.
JDH Professional - Supervisor
City, STATE, 05/2008 - 09/2020
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Documented counts and sorted finished work to promote easy access for shipping or additional processing.
  • Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
  • Identify, monitor and articulate reporting requirements; which includes targets, specific data, anticipated outcomes and other key performance indicators.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Managed the requests and questions of Apple's high-value clients in a timely manner.
  • Enhanced training programs to strengthen employee knowledge and promote new managers from within.
Accomplishments
  • 2020 Kapla Leadership Award Recipient

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Resume Overview

School Attended

  • University of Phoenix
  • Central Ga Tech College

Job Titles Held:

  • Apple Senior Customer Success Manager
  • Apple Customer Support Specialist
  • Supervisor

Degrees

  • Bachelor of Science
  • Certificate

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