Emily Lusk Email & Phone Number

Manage purchasing activities, including ordering, tracking, and receiving suppliesand materialsDevelop and maintain strong relationships with vendors to ensure the bestpossible prices and termsProcessed purchase orders and invoices in accordance with company policyMaintain accurate records and purchase documentsMonitor vendor performance to ensure timely and accurate delivery of productsEstablish and maintain effective communication between vendors and internaldepartmentsPerform inventory assessments to identify purchasing needs and discrepanciesMonitor inventory levels, purchase orders, and deliverables to ensure expeditiousproduct deliveryIdentify and resolve issues with vendors and suppliersMonitor and report on purchasing activities and budget statusResponsible for processing invoices, preparing payments, and maintaining records ofexpensesProcess 500+ invoices per week to ensure timely payment of vendorsReconcile discrepancies between invoiced amounts and actual paymentsCommunicate with vendors to resolve billing issuesMaintain accurate records of invoices, payments, and expensesUtilize accounting software to track and manage expenses

Assist customers via calls and chats to resolve escalated technical and billing issueswith Apple products, while adhering to required metrics such as Average Handle TimeEnsure proper logging of customer case information in Citrix ticket systemAssist customers with setting up new devices and damage claimsPerform troubleshooting on device hardware and software for iPhone, iPad,AppleWatch and MacImplement remote device viewing to assist customers with resolving technical issuesAnswer device cost and repair questions for customersSchedule repair appointments at authorized repair centers or set up mail in repairs forcustomersOrdered replacement parts and accessories for customersServed as a mentor and trainer for new hiresParticipated in team meetings to discuss and resolve customer issuesUpdated customer records and Mac Plus knowledge base with information regardingcustomer inquiries and resolutionsFollowed up with customers to ensure their satisfactionAssisted customers with product setup and installationUtilized Mac Plus software and hardware to diagnose technical issuesResearched and resolved customer inquiries, complaints and issuesDeveloped deep understanding of the Mac Plus product line and its featuresProvided technical assistance and troubleshooting for Mac Plus customers over thephone

Assisted customers via phone, chats, and email to resolve escalated technical andaccount issues with their service and equipmentMaintained an ongoing account load of 30-40 new accounts per weekLogged and maintained correct customer information under strict confidentialityAssisted customers with billing issues and took payments for accounts.Took escalated manager calls to assist regular agents.Presented sales offers to customers consisting of products and/or services to betterimprove their current serviceTrained and coached new agentsHeld weekly team meetings to discuss metrics and goalsEntered and maintained time sheets and payroll for other agents on the teamOrdered replacement equipment for customersFollow-up with customers to make sure their technical issues were resolved withservice call or equipment replacementMaintained above average metrics for Average Call Handle Time, After Call Work,Customer Satisfaction Surveys, and attendanceTroubleshoot and resolve customer inquiries related to software, hardware, andnetworking issuesUtilize remote desktop applications to access customer systems and resolve customerissuesUtilize a ticketing system to document customer inquiries and issue resolutionMaintain customer satisfaction by monitoring customer feedback and responding toinquiries in a timely mannerAnalyze customer complaints and feedback to identify and recommend processimprovementsDevelop customer relationships by providing prompt and professional customerserviceIdentify and document customer problems, determine solutions, and provide customerfeedback

Bachelor Of Science - Bs, Information And Cybersecurity Technology

Activities and Societies: Omicron Delta Kappa 4.0 Honor Student

Associate Of Science - As, Information Technology, Graduate

Activities and Societies: Phi Theta Kappa Graduated Phi Theta Kappa with High Honors