David Fontneau Email & Phone Number

Murrieta, Ca, Us

Cupertino, California, United States

Lead a cross-functional team to test new software releases to ensure that standards of excellence are upheld to deliver an exceptional customer and employee experience.- Develop cross-functional relationships to ensure on-time delivery of projects while ensuring ongoing support.- Lead daily and weekly calls to sign off on projects and update stakeholders on active issues (Radars) to convey the importance of open Radars to a given project and collaborate to find an innovative resolution.- Demonstrate great decision quality in a continuously ambiguous environment by ensuring accountability and knowing when to speak up, especially if something will result in a negative customer or employee experience.

Lead a team of 100 to deliver amazing customer service experiences and exceptional results. - Develop my team to be amongst the top 25 most successful repair teams in Apple’s entire North American market, with a 96% success rate of repairs for the quarter.- Identify opportunities and perform root cause analysis utilizing available data to investigate and identify trends to correct patterns of behavior. My actions resulted in my team increasing their same-day help percentage from 43% to 73% over the course of a single quarter. - Develop strong relationships with the team by leading from the front and directly investing in their individual success and development, leading to dozens of promotions within Apple.- Create a culture of inclusion and structure of success, feedback, and accountability, allowing for vision and purpose to be executed daily. - Challenge and support other leaders to drive success with a specific emphasis on coaching and development around identified behaviors impacting areas of opportunity.- Earned an Ovation Award for achieving the highest Net Promoter Scores across AMR West.- Simplified training practices to provide greater structure and more effective learning, increasing overall training efficiency by 25% resulting in an increase in performance with a less tenured team.

Remote

Tested Apple’s internal software applications to ensure successful systems integration minimal systems downtime.- Created cross-functional partnerships with teams across North America, the EU, and Greater China.- Completed testing tasks on average 25% ahead of schedule.- Advised multiple engineering teams of potential vulnerabilities through tickets submitted via Radar.

Murrieta, California

Delivered exceptional customer experiences while developing those around me. This allowed for me to lead through others and create a much greater impact while delivering on the overall company vision.- Utilized technical knowledge and people skills to facilitate successful same-day troubleshooting and repair while mentoring team members around behaviors leading to individual and team success.- Utilized people skills to identify a tailored solution to retail and business customer needs.

Temecula, California, United States

Led a team of 100 to deliver amazing customer service experiences and exceptional results.- Earned an Ovation Award for achieving the highest Net Promoter Scores across AMR West.- Transformed training practices to provide greater structure and more effective learning, reducing training time by 25% while also increasing performance with a less tenured team.

Delivered exceptional customer experiences while developing those around me. This allowed for me to lead through others and create a much greater impact while delivering on the overall company vision.- Utilized technical knowledge and people skills to facilitate successful same-day troubleshooting and repair while mentoring team members around behaviors leading to individual and team success.- Utilized people skills to identify a tailored solution to retail and business customer needs.

As the In-Store Guest Trainer I was responsible for the product and process knowledge of all 100+ members of my team. In this role I developed strong facilitation skills while also learning how to tailor my message to the audience in front of me to not only deliver on my own goals but also to ensure effective communication and retention.

Temecula, Ca

Developed tailored solutions for retail and business customers. In this role I learned the importance of human connection in order to collaboratively solve problems.

Bachelor Of Science - Bs, Cybersecurity

Education record

Activities and Societies: Water Polo Team