Dylan Kenyon Email & Phone Number

New York City Metropolitan Area

Managed a remote team of support advisors and devised strategies to most effectively contact a queue of 350-600 daily calls to customers for Apple retail stores.Observed advisors' workflow strategies and listened in on phone interactions to provide actionable feedback on both technical and soft skills.

New York City Metropolitan Area

Managed and mentored a team of 40 technicians. Responsible for driving results and meeting company metrics and guidelines; including repair quality, customer wait time and on time percentage, and customer satisfaction scores in a store with 500-600 daily appointments. Developed weekly decks to create buy in from the team to new company/store initiatives and spread pertinent information that is critical to department operations.

Culver City

Wireless Systems QA Engineer at Beats from June 2019 - November 2019 as part of a Career Experience program. Focused on wireless systems functionality and the end-user experience. Devised and carried out test plans on released and in-development audio accessories, working cross-functionally with software development teams both in the US and abroad. Worked within tight deadlines to meet goals and carried out ad-hoc testing on an as needed basis.