Devin Downs Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Cupertino, California, Us

■ Managed the Apple Vision Pro launch, overseeing 200+ employees to deliver exceptional customer support within a 45-day timeframe.■ Led a high-performing team of 20 direct reports, exceeding sales targets by 25% through strategic goal-setting, performance improvement initiatives, and effective team motivation.■ Orchestrated project life cycle, including revamping a hybrid training model, resulting in a 33% reduction in onboarding time for new technicians.■ Coordinate bi-weekly sessions with cross-functional teams to gather data, strategize, and develop roadmaps to achieve company objectives.■ Executed a data analysis initiative using Medallia , identifying key customer feedback trends and boosting satisfaction scores by 20% over six months.■ Managed a team of 5 account executives, driving retail B2C sales and cultivating B2B relationships through strategic lead generation and Apple product integration.■ Actively contributed to fostering diversity and inclusion in the tech industry through participation in two Diversity Network Association groups: Black @ Apple and Pride @ Apple.■ Addressed customer escalations with high-quality solutions, coaching team members on handling escalated cases to enhance customer satisfaction.■ Demonstrated resilience and adaptability by quickly adjusting strategies in response to changing market conditions and customer feedback.

Cupertino, California, Us

■ Led a dynamic Technical Support team comprising 120+ proficient technicians, orchestrating over 4,000 appointments and 1,500 repairs weekly to swiftly address customer concerns.■ Leveraged repair ticket system (akin to Zendesk) to meticulously monitor, track, and audit software and hardware repairs, ensuring precise and expedited issue resolution.■ Pioneered four years of early field failure analysis and worked closely with Apple engineer teams for iPhone models 12-15, identifying defects and auctioning manufacturing enhancements through Quality Assurance escalations.■ Facilitated brainstorming sessions to enhance customer engagement in new product adoption, promoting device recycling and repair alternatives

Cupertino, California, Us

■ Coached technicians to excel in troubleshooting, diagnosing, and repairing various Apple products, addressing software, hardware, and environmental issues.■ Authored, reviewed, and managed 'How To' and 'Troubleshooting Documentation' in Apple's GSX knowledge base, similar to Jira's Confluence.■ Supported users in utilizing iCloud.com, granting access to Apple Cloud Apps, personal Cloud Media, and backups (similar to Okta SSO.)

Cupertino, California, Us

■ Troubleshoot, diagnose, and repair all Apple products which consists of performing diagnostics to find underlying software, hardware, or environmental issues and then executing the necessary repair.

•Created more than dozen enamel pin designs related to pop-culture icons.•Generated +$5K in revenues within first four months of launching business.•Ensured proper execution of all operations associated with product manufacturing to maximize customer satisfaction and quality outcomes.•Coordinated with international manufacturers to manufacture product, prioritizing high level of quality. •Achieved consistent 5-star customer ratings on e- commerce platform through excellent service and product.

Atlanta, Ga, Us

•Expedited food orders •Maintained cleanliness of the restaurant •Led the team through peak hours running drive through and dine in traffic •Exemplified the importance of time management