Cory Willis Email & Phone Number

Madison, Wi, Us

HEALTH QUALITY ASSURANCEEvaluate customer and advisor interactions to identify compliance opportunities with focus on high-risk drivers. Provide behavioral feedback to advisors and management to improve contact center quality within the AppleCare Health organization. Manage projects and develop content to support Health advisors to ensure they have access to resources needed to provide high quality customer and technical support.LEADERSHIP ADVISORMeet with advisors to develop and document SMART goals and provide coaching to ensure their goals are met. Perform North Star Quality Evaluations and provide feedback for the advisor regarding their strengths and observable opportunities during the customer interaction. Lead Team Meetings and deliver content from weekly TM PAC’s.MAC+ SENIOR ADVISOREfficiency in customer service, and troubleshooting issues. Locating relevant and updated resources to ensure procedures and protocols are obtained accurately. Willingness to assist fellow peers by creating content and feedback on resources, with emphasis on maintaining positive rapport with management and co-workers. Consistently maintain above-average key performance indicators such as positive survey scores, average call handle times, and scheduled adherence. Work with other departments to ensure quality customer experience is met and escalate complex technical issues to the engineering team when necessary.BUSINESS AND EDUCATION ADVISOREnsure customer satisfaction by providing telephone technical support for Apple's business and education customers. Research, investigate, and provide a high-quality response to technical inquiries as well as arrange hardware service strategies for multiple product types. Maintain knowledge of special contracts and procedures for high-volume institutions.