Craig Lezcano Email and Phone Number

• Using extensive knowledge of multiple technology products, provided a seamless, personalized setup experience to customers and performed triage and troubleshooting when necessary• Maintained regular communication with direct leadership to remain aligned on vision, purpose, and current company priorities • Performed analysis of team metrics to determine behaviors that have positive and negative impacts, then strategized to achieve team success• Conducted remote video team meetings to inform and discuss ongoing business needs and daily operational changes

• Accurately diagnosed and resolved complicated software issues with all Apple products efficiently in Genius Bar appointments• Identified and isolated failing hardware components through systematic troubleshooting allowing for fast repair turnaround and a low repeat repair rate• Collaborated with colleagues within stores across the market to share best practices and to develop strategies to achieve success as a team• Remained up to date on new processes, procedures, and emerging issues to keep the team informed and aware of company-directed changes and ongoing problems

• Provided remote technical support to international and domestic Apple customers for issues with macOS and Mac hardware while maintaining an average 100% customer satisfaction score• Resolved complex customer issues effectively, often without the need to escalate to senior advisors• Mentored peers by making myself available to them in chat rooms and via phone when they encountered technical issues beyond their ability to troubleshoot • Frequently reversed poor customer experiences by actively listening, acknowledging the customer’s concern, aligning with them, and assuring them that we would do our best to resolve the issue, leading to consistently positive customer feedback