Providing simple solutions for complex issues for customer and T1 advisors for both iOS and CPU.
Became a mentor for iOS Chat onboarding to assist with mentoring new advisors that were just hired, transitioning from.iOS phones T1, helping New Advisor Training as a SME when needed, also assisting in Nesting.
Handled multiple inbound chats from customers around the world at the same time, assisting with technical and non-technical issues with iOS devices.
Managed a two-week training program for new hires transitioning from class room based training to hands-on call experience in customer service.
Coached and developed call center representatives to use the most effective and efficient means for handling phone calls without sacrificing customer service while achieving the goals.
Learning Lab SME assisting new agents transition from classroom-based training to the production floor environment.
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