Albert Luna Email & Phone Number

- Lead a dynamic U.S.-based team responsible for managing and escalating customer-reported issues across AppleCare's hardware and software spectrum, ensuring efficient problem resolution and enhanced customer satisfaction.- Serve as the Program Manager for the organization's issue tracking and content delivery system, overseeing its strategic direction, implementation, and ongoing optimization. This role involves critical decision-making and management of a system integral to global operations, significantly impacting customer experience and operational efficiency.- Drive key initiatives to improve system functionalities and process efficiencies, contributing to AppleCare's global strategy and objectives. Efforts in this area have led to marked improvements in both internal processes and customer-facing operations.- Foster a people-first management culture, emphasizing team empowerment and well-being as catalysts for business success. This approach has enhanced team morale and productivity, aligning individual goals with organizational objectives.- Innovate and implement a comprehensive web-based content system integration, vastly improving information accessibility for thousands of internal users. This integration has played a crucial role in enhancing the support provided to AppleCare customers worldwide.- Regularly collaborate with international teams across regions including Japan, China, and EMEIA, coordinating efforts and ensuring consistent, high-quality service delivery on a global scale.- Recognized for my ability to identify long-standing opportunities and implement change, advocating for strategies that align with and advance the company's vision and values.- Maintain ongoing professional development and industry engagement, staying abreast of the latest trends and technologies in customer support and management.

Sacramento, California Area

My core function as a Site Support Engineer is to provide support to AppleCare advisors who need additional help supporting Apple customers. This entails: - Managing an internal support page I helped develop (more details below)- Addressing written escalations from advisors- Reviewing training content- Leading technical meetings with advisors- Updating call center procedures- Escalating any unresolved escalations to Engineering while maintaining case ownership- Collaborate with Marketing, Content Services, and Support Experience Engineering to maintain and update knowledge base information- Identifying and reporting potential outages to Engineering as well as notifying the call centerInternal Support Page:I saw a need for more open communication between AppleCare and Site Support Engineering.- I collaborated with various teams to launch a web page which more quickly allows information to be relayed between Site Support Engineering and AppleCare advisors- This has lead to quicker response times in resolving new issues and keeping AppleCare advisors up to date with the latest information- The support page had over 100k views in the first year and is regularly used by thousands of advisors- I continue to be the project owner for this page and meet regularly with teams to ensure it is maintainedAlso:- Developed a new process for handling time-sensitive escalations - Helped develop and define a new role within Site Support Engineering- Developed a process for searching and merging duplicate escalations- Lead multiple workshops to help advisors understand the Site Support Engineering job role and how to improve escalations- Assist in readiness activities in preparation for and in response to new product launch- Recognized for exceptional performance aiding an Engineering investigation- Helped develop training materials for new Site Support Engineers- Trained multiple new classes of new Site Support Engineers and delivered follow-up trainings

In this role I helped admin a collaborative web platform serving tens of thousands of users per day at peak times.I handled:- Access and permissions management- Project management related to use of and improvement of the platform- Writing and grooming stories using Agile methodology - Working with the platform development team to ensure stories were implemented and validated- Helped develop an improved business validation process for signing off on new features and bug fixes- Organized training for platform content moderators- Worked with new platform users to create new spaces and communities

Sacramento, California Area

RESPONSIBILITIES:- Handled escalations from front line technical advisors, Customer Relations, and other Senior Technical Advisors.- Provided senior technical support for Apple wireless products, including Airport, Time Capsule, and Apple TV.- Supported iCloud (and MobileMe) Back to My Mac service, as well as Windows to Mac Migration.- Mentored new Wireless and CPU technical advisors.- Proposed solutions for maintaining customer callbacks when teammates are out of the office.

Sacramento, California Area

RESPONSIBILITIES: - Worked independently to test customer support tools, manager tools, and advisor tools.- Reported my findings through bug reports, including detailed steps of reproduction and verification of implemented fixes.- Discussed bugs and the proposed fixes in cross-functional meetings with software developers.

Sacramento, California Area

- Supported macOS software and Mac hardware, including Apple's creativity and productivity applications, such as iMovie, GarageBand, Pages, and Numbers.- Supported iOS software and hardware, including iPhone, and iPad.- Worked with Education technicians to setup onsite hardware repairs.- Handled high priority escalations regarding specialty school contracts directly from school technicians.- Acted as a consultant escalation path for AppleCare EDU advisors as an EDU Expert.- Lead a training development project for the Education team, which directly improved customer satisfaction and reduced unnecessary holds and transfers to Enterprise Support.- As mentoring coordinator for new advisor training classes, I helped pair new advisors with experienced advisors, and also coordinated with the training team, management, and office admins to ensure advisors were properly equipped to learn.