Mac+ Senior Advisor (Tier 2) Resume Example Kelly Connect Virtual Call Center

MAC+ SENIOR ADVISOR (TIER 2)

Professional Summary

Senior Customer Service Specialist, trained and enabled to provide adaptive knowledge, vast experience in Technology; meeting the maximum satisfaction of others and exceed the company's expectations with a smile.

Skills

Bilingual: Spanish and English (reading, writing, and speaking)

Training : Customer Service Specialist, Apple Tier 2 IOS and Mac Senior Advisor, Apple Online Sales, Cashier, Donation Center Attendant.

Efficient with:

- iMac iLog, Bomgar, Adobe After Effects, Adobe Premiere Pro, Adobe Photoshop, GarageBand, Safari, iSell, MySales, etc….

-Windows vista and Windows 7, 8, 10 & XP, Vista. Microsoft Works, Microsoft Office, Microsoft Word, WordPad, Internet Explorer, etc…

Analytical and critical thinker
5 years of technical support experience
Caring Empathetic
Customer service expert
Fast learner
Skilled multi-tasker
Knowledgeable in Mac systems
Genuine and consistently Prospering
Apple Certified Specialist (ACS)
Constantly striving to better myself and my career.
Friendly, Ambitious, Sensible

Work History

Mac+ Senior Advisor (Tier 2), 02/2015 to 04/2016
Kelly Connect Virtual Call Center – North America

Provided on-call support for critical issues. (Resolving problems with malfunctioning products.(Installed software, modified and repaired hardware and resolved technical issues.)
Provided basic user troubleshooting and desktop support on Windows and Mac systems.
Set up PC and Apple desktops and laptops and all types of mobile devices.
Described solutions to customers accurately and persuasively.
Defined and documented technical procedures and customer solutions. (Maintained and updated customer service database.)
Enthusiastically participated in job related training.
Managed customers' expectations and experience to a high degree of customer satisfaction.
Answered telephone calls promptly and minimized delays that could lead to negative feedback.
Worked closely with team members to meet or exceed all customer service requirements.
Maintained high departmental standards for quality and productivity metrics.
Researched, troubleshot and resolved complex problems independently. (Identified and solved technical issues with a variety of diagnostic tools.)
Remained up-to-date on the latest technologies and solutions applicable to company products.
Followed up with clients to ensure optimal customer satisfaction.
Demonstrated professionalism and courtesy with customers at all times.(Resolved customer issues in a clear, courteous and straightforward manner.)

Apple Online Store Advisor (Program Change), 02/2014 to 10/2014
Alpine Access Virtual Call Center – Denver, CO
Apple online store sales (personal, business and education). Answered questions regarding online store policies and procedures. Provided an excellent Apple experience and gave each customer the individual attention they deserve. Assisted the customer in finding the right technical solution regarding their Apple products.

Sprint HRA Customer Care Professional Program, 09/2013 to 02/2014
Alpine Access Virtual Call Center – Denver, CO
Assisted customers with payments, and payment arrangements on mobile accounts. Helped customer's troubleshoot cellular signal issues and device related inquires. Walked customers through understanding their Sprint bill, plan changes and device activation.

Apple iOS Tier1 Advisor/Account security. (Customer service advisor), 11/2012 to 07/2013
APAC inc – Tucson, AZ
Explaining Troubleshooting techniques for iOS devices such as the: iPod, iPad, iPhone, iMac, etc... Provided customer service for account security: unlocking accounts, changing passwords, verifications. Provided Applecare protection plan sales & extended warranties.

Customer Service Associate/Cashier/Customer Service Specialist, 02/2012 to 11/2012
Goodwill Industries – Tucson, AZ
Proficient in all customer service, production, and donation positions. Handled money appropriately. Cash drawer never under funded. Committing to excellent customer service/satisfaction. Priced items on the production line. Maintained a clean working environment. Take pride in my work-space. Assisted in the donation area; sorting, boxing, tagging, etc.

Customer service representative for Verizon Wireless, 08/2011 to 12/2011
Afni Inc – Tucson, AZ
Ordered equipment (Phones, wireless internet devices, Tablets). Proficiently explained: Bills and future changes, Troubleshooting techniques to customers, and Policies to a customers better understanding.

Education

High School Diploma: 2011
Sahuarita High School - Sahuarita, AZ

JROTC (Air Force 2007-09)

Color Guard Commander

Drill Team: armed and unarmed

Ending rank: Captain

Navy (2007-09)

Drill Team Armed

Ending Rank: Ensign

Civil Air Patrol (2007-09)

CPR and First Aid Certification

Survival Skills and Emergency Services

Flight Training in Two-man Cessna

Accomplishments

Promoted to Senior Tier 2 Help Desk Advisor after a month of employment.
Rewarded for attending work on holidays
Participated in various incentive programs and contests designed to support achievement of production goals.
Highest Employee stats of the month on my team.
Countless customer satisfaction appreciation kudos's

Resume Overview

Companies Worked For:

Kelly Connect Virtual Call Center
Alpine Access Virtual Call Center
APAC inc
Goodwill Industries
Afni Inc

School Attended

Sahuarita High School

Job Titles Held:

Mac+ Senior Advisor (Tier 2)
Apple Online Store Advisor (Program Change)
Sprint HRA Customer Care Professional Program
Apple iOS Tier1 Advisor/Account security. (Customer service advisor)
Customer Service Associate/Cashier/Customer Service Specialist
Customer service representative for Verizon Wireless

Degrees

High School Diploma : 2011

Mac+ Senior Advisor (Tier 2) Resume Example

Resume Score: 60%

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