Delivering training and providing support to technical support advisors.Delivering content following assigned lesson for new and tenured advisors across multiple skills within AppleCare.Actively engaging with students through questioning techniques and promoting an environment conducive to learning.Liaising with different areas of the business ensure a smooth transition for the new employees.Delivering training for new products and software launches.Support existing advisors through coaching and evaluations.Editing and creating a monthly newsletter that provides valuable support and resources for advisors.

Acting in supervisory capacity as a Tier 2 Technical Advisor providing support to global customer base advanced role, which calls for extensive procedural awareness and customer handling ability• This role necessitates comprehensive product knowledge and strong troubleshooting skills• In addition, a ceaseless attention to detail and observance of standards during all interactions with customers both internal and external vitally important• Meticulous management of case-load, detailed interaction recording and unpaid overtime de rigeuer• Offering guidance and support to newly recruited and experienced advisors alike expected at every available opportunity both formal and informal• Empowered to represent the business as a customer-facing advisor in a variety of sensitive scenarios including requests for replacement computers, safety issues and cases of extreme customer dissatisfaction• To provide and maintain strong professional relationships with all Apple’s customers and show empathy for the customers at all times• To demonstrate a high level of customer service when assisting a customer and if necessary escalate complex issues to a more experienced advisor.• Teach and educate customers on support options, and the steps being taken to resolve their issue.

Provided support to Apple CPU customers, troubleshooting technical issues analysing the information then drive it to resolution.

The overall aim of my position within hymyo was to create a strong work ethic in my team through continued motivation. This was conducive to a pleasant work environment which in turn creates a productive work environment. Ensuring both the business and the staff were satisfied as needs have been met and expectations exceeded.

Team manager for a retention department which was heavily focused on driving performance and achieving high metric goals. It was a fast paced continually changing environment which required the team focus to shift and move to adapt to the business needs.