SENIOR TECHNICAL ADVISOR AND TEAM MANAGER APPRENTICE
Customer Service Manager with a track record of managing a wide variety of customer service issues quickly and efficiently. Devoted to developing and sustaining the highest level of customer service through detailed customer account management and building lifelong partnerships with coworkers and customers alike. Positive and empathetic communication style combined with a unique personalized approach to every customer partnership mixed with a firm belief that I am only as successful as those around me is the cornerstone of my success.
Client relations specialist
Meticulous attention to detail
Focused on customer satisfaction
Management of remote employees
Office, Windows and MacOS software proficiency
Senior Technical Advisor and Team Manager ApprenticeOct 2012 Apple － Cupertino, CA
Addressed negative customer feedback immediately.
Lead remote customer support teams across multiple time zones
Consistently remainig within the top 5% of AppleCare Advisors WorldWide
Ability to Multitask while working wtih 2 (off season) and 3 (Peak Seasons) escalated customer cases concurrently for entire duration of 10 hour shifts.
Recipient of the AppleCare Excellence Award
Seamlessly move between AppleCare Advisor and AppleCare Team Manager Roles while exceeding metric expectations for both role.
HP Technical Support AdvisorJun 2011 to Oct 2012 Hewlett Packard - Teletech － Springfield, Missouri
Displayed courtesy and strong interpersonal skills with all customer interactions.
Assisted customers with technical issues via email, live chat and telephone.
Provided real-time support to everyday users of HP and C computers.
Senior Representative / Interim Team ManagerSep 2007 to Jun 2010 T-Mobile － Springfield, Missouri
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Ran reports and supplied data to fulfill customer report requirements.
Trained staff on how to improve customer interactions.
Led a team of 18+ customer service representatives to increase service center quality and strengthen customer satisfaction survey results.
Service Manager and Web Design Jul 2004 to Sep 2007 ShedTopia － Hiram Hills, Oh
Updated and managed existing website properties for thecompany.
Built and Managed customer records databases and related administrative tasks to resolve any issues or concerns quickly and efficiently.
Trained new employees on company customer service policies and service level standards.
Reported directly to the owner of the company while working Remotely 100% of the time.