Casey Thornsberry Email and Phone Number

Assisted in design, deployment, and support of Apple’s global Interactive Voice and Chat Response applications that automated customer interactions, impacting millions of customers each week. Collaborated with both internal and external partners to deliver highly technical solutions resulting in increased customer satisfaction while lowering operational costs. Responsible for delivering weekly analysis of all systems to stakeholders globally; investigating opportunities and providing feedback as subject matter expert in the field.• Drove Weekly Quality Control Initiative• Developed New Reporting Platform• Designed and Automated Reporting• Oversaw User Authentication Testing• On-boarded and Mentored New Employees• Managed Executive Escalations: Triage and Response• Established Triage Tools and Processes• Integrated New Features• Spearheaded Misdirected Call Project

Advised large businesses (500+ employees) on technological solutions using Apple products. Introduced financial and technical resources to streamline deployments. Consultative style sales; leveraging needs analysis & product education.

Managed a team of 13 CPU Telesales Representatives, Achieved an all-time record Team Customer Satisfaction Score, Winner of the ‘March Madness’ floor-wide Telesales Competition, Assisted with Blended Agent Training at Austin Campus for new Volt Customer Service Representatives, Assisted with Sales Certification Process for Arise Agents, Created and implemented new time-saving processes for the Management Team.

iPhone Guide Certified, iPhone Specialist Certified, Developed iPhone Wiki (Special Project), Provided feedback for concurrent iPhone blended Agent Training (Special Project), Certified for Toolbox use,

Apple Customer Excellence Award (ACE) Q1 ’08, Winner Perfect 10 C-SAT Award (Oct, Dec, Jan), Customer Service and Sales, Apple consultant, Core Team Member, Team Champion/Captain, Winner of Best Podcast Q2 2007, Apple Product Professional (2007/2008).

Customer service and sales, product development, customer service/sales training, lead generation/management, human resources, technical troubleshooting and support, graphic design, dispatch, accounts payable/receivable management, computer support, cash handling.

Customer Service and Sales, account management, customer relations, teller assistance, banker assistance, supply ordering, cash handling.

Customer Service and Sales, account management, customer relations, teller assistance, banker assistance, supply ordering, cash handling.