Oversee all facets of repair department, including diagnosis, part acquisition, installation, and billing as well as financial organization and accounting. Manage turnaround time for multiple repairs with varying priorities. Interact with Apple and third parties to maintain Apple’s high standard for quality repairs, service, and sales. Assess and resolve complex issues. Monitor Apple’s high standards across all key performance indicators for Premier Partners. Allocate tasks and guide staff to determine proper and timely issue resolution.Key accomplishments:Managed stocking orders from Apple and third parties for repair department.Completed all repairs on site and reduced repeat repairs while maintaining strict turn around times. Continually achieved Apple’s high KPIs for Apple’s Premier Partner repair technicians.Maintained high customer satisfaction of 90-100% through regular interaction with customers and efficient hardware repair procedures.

Working on a variety of hardware and software issues on devices including Window OS, desktops, laptops, Apple macOS Mac devices. iOS and iPhones.

Over the course of my five year career at Apple, I was able to provide exceptional technical and customer support in various roles: Tier 1 AppleCare Mac+ Advisor, iOS College Org Mentor, and as a Senior Advisor. The scope of work included: iOS, macOS, Beats, Account Security, Safety, iTunes on Windows, and iCloud related issues.