Albert P. Email & Phone Number

Providence, Ri, Us

Providence, Ri, Us

Philadelphia, Pennsylvania, United States

• Delivered exceptional customer service with extensive product knowledge, engaging communication, and Trader Joe's signature friendly neighborhood approachability.• Facilitated excellent customer purchase experiences with considerate product organization while maintaining authentic conversation to represent the company brand.• Led the team in daily inventory reception, organization, evaluation, and maintenance to ensure the best selection of products for customers.• Developed unique and organized product displays with meticulous merchandising standards.• Fostered a welcoming and supportive work environment for team members through individualized training, supportive communication, and empathetic listening.• Pursued additional opportunities outside of the job description to improve the store and work environment every day.

Philadelphia, Pennsylvania, United States

• Provided expert video consultation on data-driven process development, workflow troubleshooting, and internal communications.• Guided internal content change management processes, emphasizing data exploration, accuracy, efficiency, security, and end-user performance.• Led strategy sessions on inclusive communication practices, ensuring alignment with business values, company culture, and promoting diversity and accessibility.

Wynnewood, Pennsylvania, United States

• Promoted from Content Strategist to expand my work to lead multiple global, cross-functional teams focused on calibrating communications and department processes.• Analyzed usage statistics, KPIs, and user feedback to answer performance questions from department leadership teams and identify hidden data insights.• Presented analysis findings and data-driven action plans to leadership teams with story-focused presentations designed for both comprehension and detailed data.• Steered global initiatives and priorities with data-driven insights derived from real-time usage trends identified through Tableau tables and visualizations.• Designed and implemented a project management, ticketing, and metrics visualization system on the Wrike platform, adopted across multiple AppleCare business lines.

Austin, Texas, United States

• Promoted from Apple Product Verification Specialist to lead a global team focused on evolving the department’s processes and procedures.• Analyzed usage statistics, KPIs, and user feedback to develop recommended process changes that better aligned with the business goals and calibrated the global team.• Strengthened Apple’s data security by developing, refining, and overseeing employee access and validation systems for customers’ personally identifiable information (PII).• Mastered and trained others on Apple’s external, internal, and proprietary software including communication, CRM, and help desk ticketing system tools.• Reorganized Apple’s Austin Pride DEI internal structure and external communications with focus on cultural awareness, community connection, and intersectionality.

Austin, Texas, United States

• Promoted from Fraud Analyst to provide specialized technical support for Apple's proprietary Activation Lock feature for consumer and corporate end users.• Leveraged research on emerging fraud trends, data point correlation, pattern recognition, and risk assessment to analyze case communications, customer activity, documentation, and global records from Apple, SAP, seller, and financial sources.• Documented investigation findings, citations, evaluations, and final evidence-based decisions in detailed but concise reports for future case reviews and quality control.• Supported end users through efficient case review, specialized escalations, and email communications featuring tailored instructions for non-technical end users.• Created and led a team project revision of the global procedure knowledge base to improve accuracy, calibration, efficiency, data security, and end-user performance.

Austin, Texas, United States

• Promoted from iTunes Support Specialist to provide fraud analysis for accounts flagged for suspicious activity and train supervised machine learning fraud decisioning systems.• Leveraged research on emerging fraud trends, data point correlation, pattern recognition, and risk assessment to analyze global customer and financial records.• Documented investigation findings, citations, evaluations, and final evidence-based decisions in detailed but concise reports for future case reviews and quality control.• Supported end users through efficient case review, specialized escalations, and proactive refunds up to $10,000 for cases with suspected fraudulent activity.

Austin, Texas Area

• Provided end-user technical support for desktops, notebooks, and mobile devices by diagnosing and resolving issues via email with a strong focus on customer satisfaction.• Proficiently escalated incidents to appropriate teams, ensuring efficient resolutions.• Identified, reported, and integrated efficient procedural updates to the daily workflow.• Completed multiple specialized projects assigned by management in addition to maintaining standard business SLAs and team KPI metrics.

Austin, Texas Area

• Managed the deployment, repair, and maintenance of displays and infrastructure, including business technology, fixtures, and networks across multiple stores.• Utilized advanced analysis, technical troubleshooting, and mechanical/electrical skills to maintain store functionality and implement prevention measures to minimize downtime.• Led a team of technicians by managing scheduling, planning workload distribution, and providing training and mentoring for new team members.• Coordinated product and asset inventory management across multiple stores.

Wichita, Kansas Area

• Directed the agency’s rapid HIV testing program through one on one testing in-house and in the community.• Performed outreach testing and public HIV education targeting the LGBTQA youth and high-risk population of Wichita.• Developed and coordinated the agency’s community intervention programming, Bodyguards.• Trained in the evidence-based community intervention, Popular Opinion Leaders• Developed and implemented the agency’s social media plan, establishing and safeguarding the agency’s brand in the local community through Facebook, Twitter, and emerging social networks.

Wichita, Kansas Area

• Managed the deployment, repair, and maintenance of displays and infrastructure, including business technology, fixtures, and networks across multiple stores.• Utilized advanced analysis, technical troubleshooting, and mechanical/electrical skills to maintain store functionality and implement prevention measures to minimize downtime.• Led a team of technicians by managing scheduling, planning workload distribution, and providing training and mentoring for new team members.• Coordinated product and asset inventory management across multiple stores.

Pratt, Kansas, United States

• Provided in-store and on-site technical support for desktops, laptops, and peripherals, through hardware and software upgrades, repairs, maintenance, and sales.• Supported office infrastructure by troubleshooting network issues, integrating software and hardware updates, and implementing fixes while minimizing risk and downtime.• Demonstrated strong multitasking abilities in a fast-paced environment, managing multiple priorities while delivering high-quality customer service and technical support.

Data Analytics, Data Processing And Data Processing Technology/Technician

Completed a comprehensive Data Analytics certification program through CareerFoundry, focused on developing job-ready skills in data.

Graphic Design, Design And Applied Arts

Activities and Societies: Delta Lambda Phi and Student Government