EPM Issue Keeping, Project and Program Management.

Information gathering to identify/verify issues/fixes for hardware, software, marketing, stakeholders, processes and resources impacting the consumer base. Exceptional in seeing around corners and dealing with ambiguity. In this line of business we endlessly obsess over the data, the user experience and creating impactful enhancements.• Titles held include: Inbound Investigator, Radar Outreach, Issue Keeping and Software Development.

Directly resulting from years of dedicated service, experience and coaching to the internal population was selected to participate in an Apple internal global campaign with a select few candidates from around the world. Later selected as the primary ambassador for the AppleCare brand featured internally and externally on worldwide commutations to consumers and internal lines of business. Continued to tour organizations speaking to career development, driving engagement, coaching with passion and more.

Created & delivered high level internal specific training to Apple Executives, Directors, Engineering, Marketing and other high profile teams. Radar is the single resource Apple utilizes to fix, report and track issues, progress, request feature enhancements and more for the last 30 years. In addition partnered with Global Strategy to implement new processes to increase training headcount for our partners worldwide. Further streamlined internal workflows in regards to requesting, working and completing workgroup requests for demands all over the company. POC/screener for global issues supporting Sr. Engineering Product Manager.

Managed day to day operations such as time & attendance, payroll, training, development and onboarding exceeding business goals specializing in the College environment. Streamlined operation costs through effective risk analysis increasing productivity across all lines of business. Monitored live trends across orgs implementing best practice guidelines to course correct exceeding monthly goals. Optimized staffing to ensure objectives remained on track providing clarity and support on a regular time bound cadence. Tracked critical KPI’s regarding first call resolution, customer satisfaction and ensured proper handling and documentation. Maximized downtime to support development into future roles. Organized team and individual project initiatives, check points and other calibrations with experience in SAP, Tableau, Saas, etc.

Internal

Top 5% of the role.Consistently met/exceeded expectations as an advisor impacting multiple AppleCare organizations. Created videos and resources regarding customer satisfaction, call handling, and positioning for success.

Internal

Remotely led supported and inspired employee base of 15,000 directs focusing on enrichment and creating workplace inclusive culture. To summarize a few role duties; event coordination, content creation, content design, global communications, virtual presentations, world wide & site budgeting, vendor procurement, strategic planning, brainstorming and implementing new goals, strategies and process for use within AppleCare lines of business.

Unique internship mastering the utilization of RCA in Business 2002 - 2005 reporting to the Holiday Inn Express - South Haven MI. After mastering all shifts from Front Desk Representative to Assistant Manager I was offered the opportunity of "Director of Operations / Hospitality Director" by the Management Company overseeing the property as as well as other properties under contract.At “The Edge” I began working as Sr. Consultant creating partnerships with local business such as "Pizza Hut" to drive increased revenue. We the company assist in the transition of new ownership, and/or turning around troubled properties. On-site leadership acting in multiple capacities including but not limited to Sales, Marketing, General Management, etc. Some day to day responsibilities include; accounting billable and receivable, marketing, sales, inventory, staffing, training, cash deposits, and any and all other attributes as needed to ensure the property and staff ran smoothly and efficiently.Words from the Company:Daniel Booker, Senior Consultant, Director of Hotel Operations (6 years experience)Daniel, aka "Booker" has mastered several Property Management Systems including: Profit Manager, Opera, MSI, HSI and Holidex. Daniel started out as a Front Desk Associate within Holiday Inn Express, and with an inspiration to learn and determination to succeed, has risen to Senior Consultant, Director of Hotel Operations with 6 years experience under his belt all by the age of 22. His determination to administer Excellent Customer Service and dedication to Efficient Hotel Operations are what has driven Booker to the high level of accomplishments he has achieved in the Hotel Industry. Booker has worked at several properties on the levels of Consultant, General Manager, Revenue Manager and Operations Manager and has earned the respect and admiration of all he has worked with.

Handled claims and service issues for all Whirlpool & KitchenAid Products including but not limited to troubleshooting, use & care, expected vs unexpected behavior, product exchanges and service.