• Provided remote and in-person support to customers to resolve issues with hardware and software of both Apple and non-Apple products (i.e. Microsoft Office Suite).• Served as the main point of contact for escalations, from customer interactions to technical assistance requests.• Coordinated case management of customer issues by documenting presenting problems, troubleshooting activities, issue resolution, and customer education. • Managed the service inventory to maintain appropriate levels. • Reached out to customers who left negative reviews to discuss issues, create resolutions, and maintain loyal business.• Supported cross-functional project managers with rolling out new procedures and initiatives. • Led teams in day-to-day operations, customer service, issue resolution, and alignment with SOPs and best practices. • Analyzed business trends to identify areas of improvement and facilitated team training and development.• Provided performance coaching to support employees in skill development and career growth. • As an Apple Certified Trainer, provided onboarding, education, and coaching to 50+ new team members.• Drove process improvements and optimized processes to meet store and company KPIs. • Member of Pride at Apple, an employee resource group for LGBTQIA+ employees.

• Worked with customers to identify and remedy technical issues across all Mac products. • Built expertise in Mac computers and software platforms to conduct quality repairs. • De-escalated customer situations with empathy and compassion. • As a senior member of the support team, mentored newer team members on best practices and processes.

• Troubleshot Apple iOS platforms to identify, isolate, and resolve customer issues.• Explained technical issues to customers in a clear, concise manner and explained options for repair or replacement. • Documented customer interactions.