Caitlin Rodriguez Email and Phone Number

Lead, develop, and coach a remote team of 18 technical support phone Advisors focused on delivering exceptional customer support, accurate adherence of procedures, and business goal implementation.

• Socialized tool adoption amongst leadership to analyze and report employee project resource efforts for the future quarter. This provided a holistic view of high-level projects for future financial analysis and headcount.• Defined deliverables, timeline, and collaborated with an Instructional Designer to develop an org-wide website.• Synchronized training content with localized voice-over narration via iMove for Services partners.• Assisted with content creation and editing for an org specific Inclusion and Diversity handbook.• Performed data analysis comparing contractor expenditure amongst vendors and areas of opportunity.

Developed and executed a new process from start to finish to strategically graduate employees from a development program as the business transitioned into introducing a revived Leadership Academy program.

Provided important operational support to Apple employees on-site and home based; which included troubleshooting VPN and Apple application issues. Ensured that inbound calls were being handled efficiently and Advisor’s were remaining productive to support our customers.

Processed tickets from internal employees and vendor sites. Handled necessary escalations, and acted as a liaison between managers and IS&T for issues related to various Apple employee applications. Gained experience working in the Network Operations Center (NOC) managing contact center service levels and requests.