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TMPro Resume Example

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TMPRO
Professional Summary

I am a dependable and proactive AppleCare Team Manager, bringing experience and a willingness to take on added responsibility. During my time here at Apple, I have enjoyed being an enthusiastic team player with a strong work ethic and problem-solving skills. I am dedicated to finding process improvements that keep Apple as a leader in the industry and enjoy helping people in their development. I have proven to be an effective leader here in AppleCare and I am excited for this opportunity to grow my Apple career and learn another side of the business.

Skills
  • Building effective teams
  • Employee engagement
  • Motivating/Developing others
  • Results-oriented
  • Excellent time management skills
  • Effective/Creative problem solver during product launches
  • Process improvement
  • Team player
  • Effective workflow management
  • Top-rated performance
  • Adherence to high customer service standards
  • Quality attribute management
  • Critical thinking
  • Holistic Coaching
  • Interpersonal communication
  • Attendance and Payroll
  • Peak Performance management
  • Process implementation for Pilots
  • Data analysis
Work History
TMPro09/2019 to Current
Laz Parking – Pittsburgh , PA
  • Joined TMPro to help other Team Mangers unplug during time off by providing practical expertise and influential leadership.
  • Prioritized and organized tasks to efficiently accomplish performance management and goal for effective time and attendance goals.
  • Recognized by management for providing exceptional customer service.
  • Performed team evaluations, Kronos audits and performance management for up to 3 teams at a time.
  • Defined strategies and created plans to achieve ambitious operational objectives.
  • Improved operations by working with team members to find workable solutions.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
At Home Team Manager12/2012 to 09/2019
Apple Inc – City , STATE
  • Was selected in May of 2018, to manage a full time Tier 2 team.
  • With Managing a T2 Team I was able to gain an understanding on how this side of the business worked.
  • New skills attained from managing T2. Including but not limited to CS codes, CRU's, RTA, Pay Codes, MLOA, iLOA, Commitments, and REP's.
  • I have been the Manager of over 5 ACEA Award winners and many top 5% performing advisors in their role.
  • I was chosen for an Area Manager rotation in June of 2017.
  • I took full advantage of the opportunity by partnering with other Area Managers and Senior Area Managers to gain a full understanding of the role as well as visibility of the business.
  • Successfully completed a GPS walk-a-mile rotation to gain a better understanding of coaching standards that was delivered to Area Managers and Team Manager.
  • Collaborated and partnered with leadership on several category 2 projects for improvement on procedures to increase employee productivity, employee satisfaction and reduce attrition.
  • Peak Performance, Apple Work Experience for College Credit, We Hear You Response Team and Same Page Meeting Host.
  • A leader amongst peers to effectively manage LOA advisors for College.
  • Top performing Team Manager in the College Org.
  • I was recognized for Best of the Best, Honor Roll, and 100% CSAT Club.
  • Developed and managed an Advisor who was promoted to the Apple Store Leadership Program for retail.
  • I organize and host the College Same Page bi-weekly meeting for College.
  • I work with various departments and individuals to ensure consistent communication of process change as well as cohesive understanding of project goals and expectations.
  • Ensure daily that team met productivity and quality goals.
  • Provided behavioral one on one holistic coaching to advisors to ensure maximum success to exceed the Apple standards of the role.
Operations Supervisor12/2006 to 12/2012
TeleTech – City , STATE
  • I Managed normally 25-30 agents but up to 75 during peak seasons.
  • I was responsible for daily reports that included call trends, call driver and technical issues.
  • I also did payroll, training, consistently monitored chats to provide answers and feedback to agents.
  • Quality evaluations were done to keep a high level of performance.
  • Monitoring of each agent statistics to make sure we hit project goals.
  • Part of the original team that helped start TeleTech@home.
  • I was asked to help assist launching 4 new lines of business for Teletech.
  • I was given the responsibility to meet with clients and review weekly business, and monthly business reviews.
  • Was the key contact for communication between TeleTech and the client for opportunities and new standards relating to the agents.
  • Participated in many client demos at the corporate offices in Englewood Colorado.
  • Assisted in training over 20 new Team Leads.
  • I have a great understanding of the different departments that make the @home wheel turn and was the go-to supervisor for department directors for the @home space.
Education
High School Diploma1996Grand Mesa High School- City, State
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Resume Overview

School Attended

  • Grand Mesa High School

Job Titles Held:

  • TMPro
  • At Home Team Manager
  • Operations Supervisor

Degrees

  • High School Diploma 1996