Apple Care Advisor
CurrentAppleCare Advisor• Media Service Support+ (iOS T1 and MSS T2), Apple Pay T2 - May 2021- Present• Provided senior-level phone support to Japanese Apple customers • Took ownership of complicated issues• Reported customer issues via Core for resolution• ACEA 2020 Winner - August 2020• Leadership Academy Advisor - July 2020 - December 2021• Led 1x1s and coaching sessions when Team Managers are out of the office • Completed North Star evaluations on customer interactions• Follow up with Advisors about customers survey• Organized and led Team Meetings• iTS T2 Phone August 2016 - March 2021• Provided senior level Phone support to Japanese Apple customers• Escalated complex issues to SSE to assist with finding a resolution• iTS T1 Email, Chat (Jan 2016-July 2016)• Provided Email & Chat support to Japanese Apple customersCustomer Advocacy Team Rotation - January 2022 - July 2022 • Assist AppleCare’s machine learning programs by annotating datasets of information in English & Japanese • Provide feedback for improvements on core systems and processes• Maintain a high rate of efficiency while ensuring a consistent consensus is reached• Translate English language documentation to Japanese for future annotators
