Alex B. Email & Phone Number

Affiliated with 2 lines of business. Flex Command Center Project Lead and Applecare iOS Technical Support. Leadership Development Program. Mentoring. LDP1, LDP2 and LDP3. Successfully manages 20 advisors performance, schedules, and growth within the company.Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.).Handled nearly 25 calls a day in T1 iOS.Troubleshoot hardware and software problems on the iOS devices ie. iPhone, iPad, iPod.Knowledge of different Apple programs and systems ie. iTunes, iCloud.Maintaining a 93% score on issue resolution and customer satisfactory acknowledgements.Confident Delivering Training Sessions.Employ Sound Decision Making.Familiar with Support Ticket, Call Center, and Knowledgebase Systems.

Serving individuals with extensive behavioral and medical needs.Assist/monitor/teach individuals with preparation of daytime activities; encourage good personal hygiene, and behavior in the crisis home.Cater to crisis calls for individuals with developmental disabilities or mental illnesses.Teach/monitor individuals self management skills (in health and behavior management).Abide by all of HIPPA regulations and guidelines.

Repair and clean the equipment when needed. Evaluate equipment performance and recommend improvements. Operate trucks and other industrial vehicles to transfer the production equipment between warehouse and working area. Follow safety procedures and company policies for equipment operation. Recommend process improvements to enhance operational efficiency and safety. Contribute to waste management programs. Identify and report unsafe operations to Supervisor immediately. Maintain the work area clean, safe and organized.

Provides quality nursing care to residents in an environment that promotes their rights, dignity, freedom of choice and individuality as illustrated by the following:Provides individualized attention, which encourages each resident’s ability to maintain or attain the highest practical physical, mental and psychosocial well-being.Is knowledgeable of the individualized care plan for residents, and provides support to the residents according to their care plan. Contributes to the care planning process by providing the charge nurse or other care planning staff with specific information and observations of the residents’ needs and preferences.Attends to the individual needs of residents, which may include assistance with grooming, bathing, oral hygiene, feeding, incontinent care, toileting, colostomy care, prosthetic appliances, transferring, ambulation, range of motion, communicating or other needs in keeping with the individuals’ care requirements.

Primarily responsible for providing effective customer service for all internal and external At&t customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department.Provided timely and accurate information to incoming customer order status and product knowledge requests.Processed customer orders/changes according to established department policies and procedures.Processed customer returns according to established department policies and procedures. Executed sales, service and customer experience initiatives during outbound calls.Met and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity.Consistently exceeded 300 cold and follow-up calls weekly, earning recognition as one of the top 10 reps (out of 125) based on call volume.