- Consistently exceed business expectations in quality and staffing performance metrics- Management backfill covering team meetings as well as curating and delivering pertinent business-update presentations. - Provide advanced Troubleshooting for complex Issues for iOS, MacOS, WatchOS, Beats, Wireless Multimedia and ApplePay- Provide guidance and assistance to Tier 1 Technical Support Advisors, as well as other groups within Apple - Provide feedback on procedures and support tools- Develop and Implement team-specific projects and initiatives- Provide weekly updates on team’s Gather space and maintain outdated content- Participate in various pilot programs introduced by the business and provide feedback to senior-level management- Provide mentoring support in the form of peer-to-peer coaching and feedback for on-boarding of new Senior Advisors

- Track scheduled commitments, overdue emails, and voicemails for multiple organizations within AppleCare and take action when necessary to ensure an Advisor’s commitment to follow up with a customer is indeed a Promise Kept- Administrative Specializations: Voicemail Sweep Counter, APSS, ALAC, Tracker Checker, ReportingTraining and Development: Create and publish SOP documents to provide clarity on procedure and responsibilities of specialized roles within the team to ensure consistency and ease of continuity to on-boarding leadership- Hold bi-weekly specialization calibration meetings with Reporting and Audit Admins to discuss patterns, trends, opportunities, and solutions for each respective area of operation - Host daily team huddles to cover updates and changes, check attendance, and update individual assignments based off daily headcount- Develop intuitive reports using Excel and Numbers to track behavioral trends within the workgroup - Provide coaching based off behavioral trends and advisor-specific opportunities.

- Provide exceptional customer service and technical support for voice and data-product customers- Accept supervisor escalations for issues requiring the highest level of attention and customer satisfaction- Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues- Utilize trouble-ticket systems for tracking customer interactions and issue resolution. Evaluate customers concerns and resolve problems to ensure first-call resolution Consistently achieved 97% or higher in customer satisfaction ratings

- Monitor inbound and outbound phone calls for quality adoption and score interactions using sanctioned quality coaching forms- Provide feedback consisting of praise, innovative improvement strategies, and proactive resolutions to ensure optimal productivity- Track key performance indicators such as call volume, daily revenue, conversion rate, average order size, hours worked, and number of booked orders per day- Created and implemented an innovative report to use for KPI (key performance indicators) improvement strategies and delivering feedback to employees- Report business growth and areas of opportunity to members of upper management by means of detailed spreadsheets to ensure budgets are met and exceeded- Assist in the management of a multi-million dollar annual budget, and provide floor assistance to over 100 employees- Managed projects assigned by the Director of Sales and CEO and relayed data and results virtually to remote and local offices