Amber Svitzpatrick Email & Phone Number

New York, NY, US

Minneapolis, MN, US

• Lead a global team of learning experience designers, crafting experiential, industry-leading technical certification courses within a program management framework
• Collaborate with senior leadership across the organization to align training initiatives with strategic objectives, business goals, and customer needs
• Develop and implement data-driven content strategies and training methodologies to meet user demands, drive engagement, and support customer retention from onboarding onward
• Optimize core cloud infrastructure and resource allocation, delivering significant cost savings, operational efficiencies, scalability, and performance
• Spearhead robust change management processes and content creation methods, empowering teams to adapt to market dynamics and drive continuous improvement in an agile environment
• Create and deploy performance, succession, and talent management strategies to build and maintain highly successful teams

Global, GB

• Developed and implemented user experience (UX) initiatives as the voice of the customer and user advocate, significantly enhancing digital experiences, functionality, and features across the organization
• Drove a 30% increase in user feedback participation, maintained throughout tenure via regular engagement, effective communication, and proactive response to negative feedback
• Led the development and implementation of training and development programs for global technical support and customer service teams, boosting performance and increasing first-time issue resolution rates
• Oversaw the successful deployment of a Mobile Device Management solution and the launch of the Shearman Tech Bar, enhancing mobile technology utilization and end-user experience for 900+ employees
• Cultivated strategic partnerships, including with Apple, to innovate end-user education through company-curated Today at Apple sessions, setting a new standard in employee engagement and technology adoption
• Championed ITSM process development and maintenance, alongside crafting insightful Knowledge Base articles, to streamline support operations and decision-making processes

Cupertino, California, US

• Designed, implemented and oversaw strategic and tactical operational controls and processes, ensuring successful product launches
• Maintained inventory levels to ensure demand is consistently met
• Led and managed a team of operations professionals toward maximum productivity within prescribed deadlines and budgets
• Compiled and analyzed large data sets to identify theft patterns and ultimately opportunities to reduce inventory net loss and timely close of investigations

Cupertino, California, US

• Led and managed a core team of trainers
• Drove and measured day-to-day productivity of 100+ technical support professionals
• Increased team performance and customer access to technical support services
• Identified and analyzed business traffic and strategize solutions that ensured customer needs
• Created and executed professional development strategies to improve the internal and external customer experience
• Engaged customers with negative support experiences to improve the quality of Genius Bar service and support

Cupertino, California, US

• Provided software and hardware support for Apple users in a high volume environment
• Completed hardware repairs for OS and iOS devices
• Taught a wide variety of topics to customers at various skill levels

Cupertino, California, US

• Provided optimal customer service through a variety of interpersonal skills and product knowledge in a high-volume, fast-paced Apple retail flagship
• Performed product demonstrations
• Presented and explained features
• Translated technical jargon into easy to understand language
• Created customer-specific solutions based on the individual

Bachelor Of Arts - Ba

Education record