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AppleCare Advisor Resume Example

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APPLECARE ADVISOR
Professional Summary
Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Perceptive Customer Service Manager who cultivates positive customer & team member relationships through clear and helpful communication,as well as a focus on promoting positive workforce morale practices.
Skills
  • Customer service expert
  • Analytical and critical thinker
  • Skilled at mediation
  • Fast learner
  • Knowledgeable in Mac systems
  • Skilled multi-tasker
  • Effective problem solver
  • Excellent time management skills
  • Adherence to high customer service standards
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • MS Office expert
  • Process improvement specialist
  • Negotiation expert
  • Skilled trainer
  • Talented client relations manager
  • Skilled in call center operations
  • Call center metrics decoding aptitude
  • Strong problem solving aptitude
  • Familiarity with Key Performance Indicators (KPIs)
  • Committed to maintaining data integrity
Work History
03/2013 to 01/2014
AppleCare AdvisorCompany Name – City, State
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Resolved problems with malfunctioning products.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Managed call flow and responded to technical support needs of customers.
11/2012 to 01/2013
Computer Support ContractorCompany Name – City, State
  • Provided base level IT support to non-technical personnel within the business.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Completed logs and reports according to established policies and procedures.
  • Programmed and troubleshot devices following installation.
06/2012 to 11/2012
Private Support ContractorCompany Name – City, State
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
09/2011 to 04/2012
ICloud Support/ iTunes Support AdvisorCompany Name – City, State
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Activated accounts for clients interested in new services.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
01/2010 to 03/2011
Call Center SupervisorCompany Name – City, State
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
07/2008 to 01/2010
Solutions SpecialistCompany Name – City, State
  • Managed call flow and responded to technical support needs of customers.
  • Provided base level IT support to non-technical personnel within the business.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Conducted research to address customer concerns.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
10/2007 to 07/2008
Technical Support/Account ManagementCompany Name – City, State
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Evaluated consumer reports on a monthly basis.
  • Identified chronic customer issues by creating and maintaining customer complaint log.
  • Referred unresolved customer grievances to designated departments for further investigation.
06/2002 to 05/2007
Technical Support Specialist Company Name – City, State
  • Acted professionally and patiently when addressing negative customer feedback.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Assisted in management of team acting as a team lead. This included training new technicians
Education
1999
Associate of Arts: Graphic Design & Animation
Amarillo College - City, State
Accomplishments
  • Trained and led technical support teams of more than [23] support specialists.
  • Successfully recruited and trained [50+] new customer service representatives.
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
  • Documentation -
    • Wrote and edited documents to keep staff informed on policies and procedures.
Certifications
Certified in the following applications:
Adobe Photoshop
Adobe Illustrator
Microsoft Office
Microsoft Windows 98 - Windows 7 Operating Systems
Macintosh OS X versions 10.4 - 10.9
Mac iOS versions 3 - 7
Apple iCloud
Virus detection & removal procedures
Additional Information
Jason is a highly motivated individual with outstanding interpersonal skills, which makes him an ideal leader due to his ability to effectively communicate on both a professional and personal level. His people oriented focus allows him to shine in his customer satisfaction skills, and promoting high levels of morale within a team and office environment. Jason's technical skills are highly adaptive and span various different technologies making him an effective teacher. He is also a very quick study on learning new skills to help better perform any challenge he faces.
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Resume Overview

School Attended

  • Amarillo College

Job Titles Held:

  • AppleCare Advisor
  • Computer Support Contractor
  • Private Support Contractor
  • ICloud Support/ iTunes Support Advisor
  • Call Center Supervisor
  • Solutions Specialist
  • Technical Support/Account Management
  • Technical Support Specialist

Degrees

  • Associate of Arts : Graphic Design & Animation

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