Customer service professional experienced in resolving billing issues, identifying potential fraud scams, and account security issues. Team player with exceptional listening and critical thinking skills.
Adherence to high customer service standards
Exceptional telephone etiquette
Excellent time management skills
Effective problem solver
AppleCare At Home Advisor , 08/2014 to 09/2015 Apple Inc. – Cupertino, California
Investigated and resolved customer inquiries and complaints relating to iTunes account security and billing in an empathetic manner.
Met and exceeded company standards regarding service levels, handle time, and productivity.
Mentored new hires on internal tools and company procedures.
AppleCare At Home Advisor (Tier 2), 09/2015 to 01/2017 Apple Inc. – Cupertino, California
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Trained Tier 1 staff on operating procedures and company services through coaching and peer feedback.
Handled escalations from Tier 1 advisors when they could not resolve their customer's issue or when a supervisor was requested.
Full Stack Web Development Certification : Computer Science, Current Southern Methodist University - Dallas, Texas
GED: 1999 Alaska Job Corps - Palmer, Alaska Studied Early Childhood Development and earned a Child Development Associate Credential to teach preschool-aged children.