Benjamin Love Email & Phone Number

Denver, Colorado, United States

- Conduct consumer outreach to collect actionable data to resolve emerging issues by advocating for specificity of requirements by diligent review ahead of case creation- Followed HIPAA and FDA guidelines to assist in the implementation of the ECG Apple Watch app- Resolve issues before they reach critical impact by forming integrated reports to identify trends in developer forum escalation data and deliver to production teams- Establish internal team procedures for client communication to ensure standardization in future documentation- Lead documentation migrations of hosting systems using HTML to support adherence to style guides- Increase bug solution success rate more than 20% by providing the most peer feedback on issue reports and by proactively mentoring peers- Positively resolve executive escalations and high-profile issues through root-cause analysis

Denver, Colorado, United States

- Developed a flexible Mac app to automate intake data from spreadsheets to generate feature-request tickets to speed up implementation suggestions from developers- Created adaptable app test documentation for cross-functional team reports- Built connected systems for proactively using data in identifying high-priority issues across internal escalations and external (forums & social media) data streams to resolve issues before they reached critical impact- Effectively documented onboarding procedures for employees to confidently participate in forums- Implemented validation processes to automatically create support cases for developers reporting issues lacking data needed to resolve queries

Denver, Colorado, United States

- Produced highest number of case evaluations in team while increasing quality to enable Engineering to consistently receive actionable, high-quality data faster than expected- Advocated for fixes in team knowledge gaps by delivering consistent feedback evaluations and mentorship, including creating a pilot writing workshop to increase case readability and quality among everyone in the organization inclusively- Consistently developed peers on emails to uphold discipline of a positive reputation- Rewrote investigation questions to reduce ambiguity and increase data quality

Denver, Colorado, United States

- Achieved record highest volume of responses to escalations amongst entire organization- Participated in special project to combat volume via mass-response system, allowing the rest of the team to focus on one-off escalations and uphold service level agreements even under extreme and unexpected load - Selected for machine learning pilot tracking on time saved; pilot resulted in mass adoption of the system which saved Site Support Engineering tens of hours of labor every week

Denver, Colorado, United States

- Partnered with Engineering to investigate emerging technical issues and support launches across all product lines, resulting in rapid response software updates to fix critical issues - Documented meeting minutes for org-wide investigation kickoff meetings to help those unable to attend with knowledge of developments and changes in guidance - Advocated for updating policy and procedural articles implemented for all of AppleCare to drastically reduce repeat contacts to incorrect departments eliminating customer confusion

Denver, Colorado, United States

- Executed 15 presentations to the entire organization using internal knowledge base, Apple Style Guide, Apple Corporate Identity site, and internal & User Experience Image Libraries, custom graphic creation and HTML implementation- Technical assistance for all product lines (iOS, macOS, watchOS, tvOS, iTunes & App Store, iCloud) often using three active chats simultaneously- Mentored multiple peers as lead subject matter expert & callback buddy

Denver, Colorado, United States

Consistently within top 10% of entire organization in all KPIs including customer satisfaction, call handle time, and resolution

Lubbock, Texas, United States

Senior Mac repair specialist

The first creative intern for West Texas’ Regional Public Defender’s Office. Performance and the results of this initial internship will decide the future of this unprecedented program. Tasked to coordinate, set up, shoot, and edit together videos for use in court cases.

Created promotional materials using Adobe InDesign that were printed out and distributed to potential graduate students via print and web.