Kat Whaley Email & Phone Number

Minneapolis, MN, US

Minneapolis, MN, US

I helped customers succeed with their new Jamf Pro implementations by delivering in person and remote training sessions. It was important to have a clear understanding of customer goals in order to deliver valuable content in a defined timeline. This role involved a deep technical understanding of how our product functions. I was lucky enough to share some.

Cupertino, California, US

• Use Apple internal websites to manage 150 – 200 customer products from check in for repair to customer pick up
• Manage the time of technicians in the back of house area to make sure repairs are being completed on schedule and the team is reaching customer service goals
• Train new Genius Admins in the Chicagoland area using hands on and leader led training
• Proactively communicate with customers regarding their repairs as well as answer questions from customers, colleagues, AppleCare and Apple Customer Relations
• Maintain an accurate service part inventory using SAP and internal Apple systems
• Maintain the highest level of understanding of internal systems in order to be able to troubleshoot issues in store

Cupertino, California, US

• Acted as the main point of contact for Apple retail stores worldwide with technical support related questions
• Responded to questions from Apple stores within the 48 hour goal or assigned the questions to the appropriate team
• Collaborated with multiple teams in order to address questions, develop new policy, and revamp current policy for technical support in Apple Stores
• Identified trends, developed related support materials, and maintained a database of commonly required answers
• Maintain a database of enhancement requests, software bugs, and feedback for our internal technical support application
• Worked with the team in charge of the iPhone 5 Sleep/Wake Button Quality Program to develop retail store procedures for the program

Cupertino, California, US

• Provided technical support for iOS devices while meeting appointment and customer satisfaction goals
• Aligned customer expectations with proper procedure while also finding the best solutions for the customer
• Helped implement new floor management strategies that allowed the store to help more customers and improve the customer experience in our store
• Helped customers choose Apple products based on their usage needs
• Completed training and testing to become a Certified Apple iOS Technician

Lake Buena Vista, Florida, US

• Created lasting memories for our guests using a friendly attitude and the Disney Basics to resolve issues, answer questions, and reach sales goals
• Delivered daily customer service in accordance with the Disney standards
• Developed communication skills to handle challenging situations
• Successfully completed courses to become a certified Disney Trainer
• Attended Disney lead classes and networking seminars.

• Organized office and updated filing system.
• Used Excel to maintain a current record of job progress.
• Offered technical support on all Apple products in office.
• Greeted customers in person and over the phone in an efficient and friendly manner.
• Managed Vice President's schedule.

Education record

Education record