Hans Lauture 🇭🇹 Email & Phone Number

Leading a team of 10 to 15 agents, providing personalized coaching and development through 1-on-1 meetings and call reviews to enhance hospitality and customer service skills.Fostering a positive work environment and assisting team members in surpassing monthly performance goals while managing project implementation effectively.Utilizing vision and purpose to inspire and develop team members through relationship building and coaching.Conducting thorough reviews of financial and administrative procedures within departments, suppliers, and third parties to ensure adherence to proper billing practices. Resolving billing disputes, investigating anomalies, reconciling overcharges, and discrepancies, and developing detailed reports with findings and improvement methods.Leveraging Google Workspace, Call Center Analytics, and Salesforce.com (CRM) for data-driven, in-the-moment decision-making and efficient workflow management.Employing a solution-oriented approach to problem-solving with exceptional time management skills to navigate dynamic workloads effectively.Handling sensitive matters with discretion and maintaining efficiency.Exhibiting outstanding interpersonal skills for professional interaction with individuals at all levels, with a results-driven mindset and proactive problem-solving abilities.Engaged in continuous learning and personal development within the hospitality and travel tech industry.

Waltham, Massachusetts, Us

Worked alongside co-managers on executing cross-functional projects within other departments of the business to improve clear cross-functional communication and alignment and adjusting Community support SOPs, SLAs, KPIs, and/or agent behaviors.Helped train, manage, and mentor a team of Community Support Representatives. Met with agents for weekly or bi-weekly one-on-ones and team meetings around KPIs, weekly meetings with co-managers for alignment on business goals, and QBRs with company stakeholders. Also participated in C-suite to deliberate employee annual reviews.A fast-paced environment providing exceptional customer service while acting as the face of connectRN to Facilities and Clinicians.Serve as a point of escalation and advanced support, and also de-escalate critical client situations that arise, with the ability to identify opportunities and provide detailed feedback with examples to improve the team or individual interactions.Worked closely with the People team (HR) and VP of Community support on hiring new agents and improving the current staffing model.Utilized workforce management strategies by reviewing past week, month, or quarter historical data for patterns, agent scheduling gaps, business peak times, and downtime. Also focused on agent's real-time behaviors to ensure teams support and current resources and making in-the-moment changes and/or decisions to course correct.Manually created a schedule from the ground up and optimized it weekly up to eight weeks out (for 40+ agents) to create balance throughout agent shifts to support our 24/7 business. Which improved agents delivering top-notch support, fostered a positive and flexible culture and/or work-life balance, and avoided employee burnout. Scheduling software used were Deputy and When I Work. Within a year I helped improve the company's missed call rate from about 50%-60% down to about 20% and within the next five months, it was under 10% by May of 2023.

Cupertino, California, Us

Support store operations by identifying and recommending daily staffing and scheduling. Make daily adjustments to schedule for coverage to meet store traffic needs.Responsible for the safety and security of team members and ensure that team members follow policies and procedures. Expected to make decisions or suggestions based on the situation, data and/or experience.Consistently communicate Apple’s vision and priorities to deliver an incredible customer experience. Capable of delegating and collaborating, also executing tasks needed for opening and closing the store (key holder), including cash handling.

Cupertino, California, Us

Created development plans for 50+ team members to drive behaviors (KPIs or metrics), customer experience, compliance to PQS (phone quality standards), culture, and engagement.To ensure advisors met AppleCare expectations and policies, every month I listened to advisor's calls and provided behavior-specific feedback to improve areas that needed improvement. Also, I was able to identify trends around attendance through various applications.Utilized Root cause Analysis and Lominger competencies to structure my team's goals and had a clear direction around opportunities to overcome to deliver what success looks like.Actions taken were forming, storming, norming, and performing. Which helped with consistency around daily expectations. communication around accountability was key for team success. Creating a plan to develop individual team member's personal goals that impacted the overall team's results.

Cupertino, California, Us

As a leader I maintain customers trust in Apple. Skilled expert in troubleshooting and repairing products. Use problem solving and people skills to assure customer of swift resolutions to their technical problems. I also educate my team members about products & services we offer, provide/share daily expectations as one team and supporting them individually for personal development. By earning the trust of customers and coworkers alike I constantly provide guidance, knowledge, tips and training. I'm at the forefront of new initiatives so planning strategically is crucial to setting up a team for success. Communication is imperative to a teams growth and staying ahead collectively; I am a true believer that communicating and providing feedback (both positive & constructive) will increase a teams collabration to help drive amazing results such as customer focus & business goals.

Cupertino, California, Us

• Apple Certified Mac Technician and Certified iOS Technician (ACMT, ACiT)• Apple Certified Trainer• Leadership/ Management experience for one year• Preservation and Operations experience (dealt with vendors, created tickets &visual standards)• Facilitated training for new hires• Ability to use Kronos to create schedule for 90+ employees• Certified and taught all applications such as Photos, GarageBand, iWeb, iDVD,iMovie, Pages, Keynote and Numbers, Joint Venture for Businesses and ProfessionalApplications such as Final Cut X and Aperture• Facilitated one to one or group training to educate new and existing customers onhow to use their Apple products such as software and/or anatomy of a Mac• Supported Apple Business team to discuss business options and instructedbusinesses how to use their Apple product for their day-to-day business• Transferred computer data from Mac to Mac or PC to Mac• Troubleshooting wifi connectivity and networking• Ability to isolate customers issues and able to educate and/or provide clearoptions• Helped customers make informed decisions on purchasing new Apple products,upgrading or creative solutions• With complex issues I’ve approached problems with out the box/ creativesolutions to solve them

Cupertino, California, Us

Facilitated on site training to Educate new and existing customers on how to use their Apple products on a one on one and group settings. Teaching advanced sessions such as iLife (iPhoto, GarageBand, iWeb, iDvd and iMovie, iWork (Pages, Keynote and Numbers), Joint Venture for Business customers and Professional Applications such as Final Cut (Certified). Also involved with the Apple Business team (Able to discuss business options for business customers and instruct businesses how to use their Apple product for their day-to-day business.

Cupertino, California, Us

Us

Trained new hires and solicited in-the-moment feedback Key holder and processed overrides (when necessary)Made sure the store was kept cleaned, restocked, and recovered for the morningDealt with customer service issuesCommunicated to the morning supervisor on all updated/ completed tasks and a recap of my shift

Richfield, Minnesota, Us

Created proposals & scheduled in-home installations, Extensive Product Knowledge for optimal customer assistance Loss Prevention and maintained sales floor Condition to Store standards

Associate'S Degree, Cinematography And Film/Video Production

Film/Cinema/Video Studies

Cinematography And Film/Video Production