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Daniel Cepeda is listed as Engineering Project Manager at Apple, based in Greater Sacramento, United States, United States. AeroLeads shows a work email signal at apple.com and a matched LinkedIn profile for Daniel Cepeda.
Daniel Cepeda previously worked as Customer Care Manager at Housecanary and Enterprise Support Manager at Soonr. Daniel Cepeda holds Associate Of Arts And Sciences - Aas, Liberal Arts And Sciences, General Studies And Humanities from Bakersfield College.
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AeroLeads found 1 current-domain work email signal for Daniel Cepeda. Compare company email patterns before reaching out.
A customer-focused technology leader with over 20+ years of experience. During my 20 year journey, I've worked at the startup, and large corporate level. Learning and growing during this time was crucial for me. I learned the importance of networking with the "right" people early on. I found myself building and leading successful customer-facing teams around the midway point of my career. Not your typical "customer service" teams, but you're highly technical, and experienced support engineering teams. Where blending strong technical knowledge, and customer soft skills to create an engaging customer experience. Combine that with the right tools, CRM, and bug triage process, I've built high-level and high-touch teams throughout my career. In 2007 I decided to launch my first consulting business, "YourTechFriend". Where I leveraged my experience, and technical knowledge to service and support struggling small businesses and non-profits. I still own this business today but have been inactive since 2014. Experiencing the different cultures, businesses, and company models, I've been able to learn effective methods of building and leading successful teams and projects. The experience of launching my first consulting business taught me a lot; more importantly birthed a hunger to create more. My journey began early 1999 at Covad Communications. A young gamer out of high school with no real “tech experience, or supporting customers remotely”. I remember absolutely bombing that interview technically. I would respond with, “I don’t know, but I’ll learn and become and expert at it”. I got hired on a 90 day temp to hire contract. The hiring manager gave me a change, that would change my life forever. It sparked a new passion to blend tech and people skills to help customers. I took a risk that has changed the trajectory of who I am and what I’ve become as a Latino in this industry. Making many friends and building strong business relationships on the way has assisted my growth and my ability to become a leader in my space.I was always taught by my father to never quit, and find a solution. So with that mindset I learned to become self motivated, and kept a hunger to learn. I partnered with those in my expertise who were willing to teach and mentor me. In turn I’ve lead many projects and experienced many accomplishments in my time building and leading customer-facing support teams.
Listed skills include Leadership, Customer Experience, Team Building, Credit Restoration, and 30 others.
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A career timeline built from the work history available for this profile.
Cupertino, California, US
I partner with cross-functional teams at Apple to improve our customer experience. This is done by gathering feedback from our customers to identify trends in our products where we can improve. Furthermore I work with different stakeholders to test, document, and launch new features in my product spaces.
San Francisco, California, US
Developed & Implemented the overall customer support organization; reported to the CEO- Built the Vision & Mission / Pillars of Success- Internal Branding known as the HouseCanary “FlightSquad”- Implemented SupportCRM (ZenDesk)- CRM Integrations / Knowledgebase/ Chat / CSAT- Created Customer feedback loop- Created & Launch Support Site.
- Developed & Implemented the overall customer support organization; reported to the CEO- Implemented support CRM (FreshDesk) w/ Salesforce integration- Developed support processes for bug/engineering triage- Developed and launched the self-service support site: support.soonr.com- Manage remote team (Denmark: 1 Supervisor 1 Agent)- Directly Manage 1 agent.
Fremont, California, US
Onsite @ Google Campus in Mountain View, California- Managed the day to day operations of the Chrome OS contact center (Tier 3 Support Engineer Team)Completed the following projects during my tenure:- Chrome OS pilot program- 24x7 support scheduling plan- Welcome Call Program for Chromebook Pixel Launch @ BestBuy- Custom product training for ChromeOS /.
Sunnyvale, CA, US
*Startup*- Supported all customers and accounts through phone & email- Daily use of Sugarcrm, Bugzilla, Wiki, and Joomla CMS- Weekly interaction with QA manager and team- Managed account and partner trials- Created and implemented customer self-service portal (knowledge-base, faqs, & support)
Fountain Valley, CA, US
*Startup* Acquired by Imation. - Created Internal & External Self Service Portal through Salesforce crm platform- Implemented VOIP IVR/ACD integration with Salesforce CRM (Phone support channel)- Created Internal knowledge-base - Implemented Support hours, scheduling, product forum, and CSAT surveys- Tested new product releases- Reported directly to the.
US
*Startup* Acquired by Logitech- Implemented IVR/ACD integration with CRM- Created customer support video series “How-Tos” / “Tips & Tricks”- Created Online self-service portal- Created product training- Created initial vision and support model- Weekly interaction with QA manager and team- Managed a small team (5 agents)- Ensured overall success of the.
US
- Supported customer through phone and email channels- Worked with QA & engineering customer-facing trending issues/bugs- Provided weekly & monthly feedback to management on trending issues- QA & test new product releases- Respond to customer issues on product forums
Support End Users & VP account on the phone in a fast and professional manner. I supported issues ranging from PDA/Pocket PC troubleshooting and installation.- Daily Use of Right Now Web CRM & Oracle database (Vitreous)- Process refunds through Vitreous- In depth knowledge of PDA’s, and Pockets PC’s- Supported ePocrates Software on both Palm PDA’s and.
San Francisco, US
Responsibilities: Manage a team of 12 Level 1 Support Representatives, and provided monthly training. Tracked escalated cases, process RMA’s, and create monthly reports.- Direct Liaison between Level 2 and Engineering, bug tracking, and Lab testing.- Worked directly with the VP of Engineering and VP of Support.- Worked with many different types of Home.
New Braunfels, Texas, US
Taught Professional and Corporate clients, on a daily basis. My classes varied from Application courses to Technical courses: MS Office 2k, Office XP, Access, Photoshop 6.0, Visio 2000 Professional, ACT 4.0
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Daniel Cepeda works for Apple.
Daniel Cepeda is listed as Engineering Project Manager at Apple.
AeroLeads has found 1 work email signal at @apple.com for Daniel Cepeda at Apple.
Daniel Cepeda is based in Greater Sacramento, United States, United States while working with Apple.
Daniel Cepeda has worked for Apple, Housecanary, Soonr, Milestone Technologies, Inc., and 4Home.
You can use AeroLeads to view verified contact signals for Daniel Cepeda at Apple, including work email, phone, and LinkedIn data when available.
Daniel Cepeda holds Associate Of Arts And Sciences - Aas, Liberal Arts And Sciences, General Studies And Humanities from Bakersfield College.
Daniel Cepeda is listed with skills including Leadership, Customer Experience, Team Building, Credit Restoration, Lines Of Credit, Cross Functional Relationship Building, Literacy, and Credit Cards.
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