•Lead strategic initiatives in collaboration with leadership to optimize customer experience processes and prioritize projects, ensuring alignment with organizational goals.•Drive budgeting strategies to maximize client resources, enhancing operational efficiency and delivering exceptional customer service.• Utilize project management expertise with Monday.com to streamline project timelines and facilitate smooth transitions, ensuring customer satisfaction during implementation.•Develop comprehensive documentation and training materials to proactively address security threats, fostering a culture of preparedness and risk mitigation among customers.

•Managed the Zendesk ticketing system with attention to detail, consistently meeting and exceeding client service level agreements (SLAs), enhancing overall customer satisfaction.•Spearheaded research and implementation efforts to introduce innovative features, optimizing employee onboarding and offboarding processes, and improving operational efficiency.

•Leveraged cross-functional collaboration to strategically plan and manage IT infrastructure for small and medium-sized enterprises, ensuring seamless operations and superior customer experience.•Cultivated strong client relationships through personalized support and regular on-site meetings, fostering trust and loyalty.

Troubleshoot and solve Mac OS and Watch OS software issues. Repaired Macbook, iMacs, iPhones.Trained new technicians with troubleshooting and repair skills, and helped them develop customer service skills.Lead weekly meetings with Geniuses and Technical Specialist to update them on new procedures and information.

Identify and troubleshoot software and hardware related issues for iOS and OS X devices.Multitask with several different customers at a time keeping a consistent pace.Build customer loyalty by providing multiple options and clear next steps.Rapidly adjust to changing hardware and software in order to quickly resolve emerging issues

Lead and influence cross-functional relationships with both internal and external partners throughout our region.Possess a strong understanding of how to position technology-based solutions to meet the needs of business clients.Management of vast customer database to ensure timely follow up.Design analytical customer data reports in order to identify trends and forecast for current and future opportunities.Facilitate briefings, workshops and events to business clients.Prepare, submit, and process large business proposals while adhering to Apple’s policies and procedures.Exceptional written and verbal communication skills.Consistently exceeding quarterly business revenue goals between $800k-$1Million.

Created loyal customers through the sale and support of new Apple products.Achieved expectations in teamwork, innovation, and results.Learned to give and ask for constant fierce feedback to improve personal and team goals.

• Called potential donors for the University of Pittsburgh.• Learned to adapt to any situation with a potential donor including angry and upset donors.

• Collaborated with branches of Institutional Advancement to create a new and original brochure for solicitation.• Designed email layouts for intraorganizational programs.