Senior Product Analyst (Applecare)
Cupertino, California, United States
Created end-to-end IT solution, merging Apple’s omni-channel data sources (operations, service, sales, support, contact centre, marketing, engineering, etc) into one global CRM, driving improvements and providing insights across all Apple product lines, including iPhone and iPod.Delivered CRM solution that decreased customer contact rates, resolved top issues, and lowered warranty repair rates to all-time lows for Mac professional desktop products and displays—Apple’s most important… Show more Created end-to-end IT solution, merging Apple’s omni-channel data sources (operations, service, sales, support, contact centre, marketing, engineering, etc) into one global CRM, driving improvements and providing insights across all Apple product lines, including iPhone and iPod.Delivered CRM solution that decreased customer contact rates, resolved top issues, and lowered warranty repair rates to all-time lows for Mac professional desktop products and displays—Apple’s most important product lines, by margin and customer visibility.Defined business requirements and processes for warranty fraud detection program that resulted in $20M savings in fraudulent warranty claims in its first year.Designed personalized reporting solutions, with dynamic tools, allowing internal customers to retrieve data to run their business, freeing resources for other complex projects.Voice of the Customer (AppleCare) during cross-functional meetings focused on problem identification and resolution.Imagined and built tools for internal business partners to manage their business based on data, not guesses. Show less