Scott Lundquist Email & Phone Number

Atlanta, Ga, Us

Paris, Île-De-France, Fr

• Managed daily operations of a customer success team, coaching team members, analyzing data, optimizing processes, and managing systems to enhance customer onboarding and retention.• Implemented strategic improvements based on customer KPI data to drive customer satisfaction and loyalty.• Collaborated with external clients to ensure efficient project delivery and provide actionable insights for continuous improvement.

San Rafael, Ca, Us

Sydney, New South Wales, Au

- Collaborate with multiple internal departments to develop processes for internal/external organizational readiness around product releases. - Create a strong emphasis on internal training and product documentation.- Ensure Customer Support and Experience teams have the training, tools, systems, access, and information in order to effectively perform their core duties/responsibilities.- Analyze processes and procedures to create efficiencies that will benefit the individual contributors and ensure the ability to support our client base.- Work with Support leadership peers to further define and implement development areas, enabling the Support team to be more effective and efficient.- Align resources needed in order to execute on initiatives to further support the role and the team.- Regular review of support tickets to ensure the team is using consistent language, terms, etc. (Voice of Support)- Compiling and presenting data on support tickets; emphasis on opportunities for improvement and accountability amongst the team.- Maintain consistent alignment with Support team leadership, Operational team leadership, and Client Success team leadership.

Sydney, New South Wales, Au

- Training the support team and internal stakeholders around SMB, MM, and Enterprise problem solving- Ensuring global alignment with leaders and support team to ensure alignment with business goals- Conducting analysis on Philippines team and producing detailed reports for various stakeholders to facilitate strategic decision making- Account management of SMB, Strategic and Enterprise customers- Capturing complex requirements and managing end to end customisation implementations- Providing a continual feedback loop to internal and external stakeholders- Monitoring and analysing first level support to ensure quality and accuracy of information- Developing and driving key initiatives surrounding the delivery of support to the SMB/MM customers- Liaising with key external SMB/MM/Enterprise customers and partner managers to ensure retention and drive user engagement- Troubleshooting technical issues using the API and providing detailed case reports to relevant parties - Triaging bugs and capturing customer impact, business impact and highlighting priority to product team∙ Experience in utilising: JIRA, Zendesk, Intercom, Github. Exposure reading: JavaScript

Sydney, New South Wales, Au

- Lead and mentor regional support team to translate regional-level initiatives into team-level initiatives.- Foster environment conducive for top-level performance of the team to occur. Working to consistently meet or exceed any and all service KPIs - Analyze to understand and act on failure points when KPIs are not met through the process of monitoring, coaching and recapping with team and leadership stakeholders. - Partner with individual contributors to meet individual goals of development and help to align goals with team initiatives.- Ensure individuals have all the tools needed to succeed in their position while managing each individual and motivating them to perform their best work every day. - Develop clear common language expectations for team allowing for proactive identification of any training needs, performance issues, and allowing easier recognition of high achievers.- Hire and onboard internal Tier 3 Customer Support Team members.- Lead and report on regional support business goals and support-related projects.- Define project plans that deliver on department fiscal goals.- Collaborate with team members to identify, develop, document, share, and train on new processes and policies that continually strive to optimize our team and our business.- Represent the ‘Voice of the Customer’ throughout all communications during development of cross-functional relationships across all Customer Success pillars and with broader engineering teams across the global company.- Work closely with Chief Customer Success Officer, Director of Customer Success, and General Managers along with the broader leadership team to manage product changes, feature release timelines, fixes to address critical issues, case escalations, incident/crisis management, or other work that impacts our customers and our business.- Set the culture, tone, and expectations for team conduct. Ensure diversity, inclusion and a sense of belonging are exemplified by every individual.

Sydney, New South Wales, Au

- Facilitating engaging virtual training, mentoring and coaching sessions with the geographically distributed team ensuring alignment with business values, growth and development along with adherence to company guidelines.- Collaborating with the global SMB and Mid-Market leaders and partner groups to ensure global alignment of business goals and the defined V2MOM structure.- Troubleshooting of escalated technical issues utilizing Deputy's API and when required providing detailed case reports to relevant parties to be used to address new and ongoing bug fixes along with continuous improvement development projects.- Provide strategic weekly internal meetings with Account Manager stakeholders from both AMER and EMEA Geo markets to provide ongoing support of actively managed accounts.- Partnering with external SMB stakeholders when appropriate to provide a better client experience.-Designing churn mitigation strategies with stakeholders to increasing end-user engagement (employee) and overall organizational utilization. - Actively developing and influencing buy-in on strategic initiatives surrounding the global support experiences for the rapidly growing SMB and MM customer base.- Engaging with both internal stakeholders and management to address identified needs so that we can deliver process changes and improvements. Including strategic moves to reduce contact channels overall like focusing on chat as the primary for SMB/MM communication method and improved deployment of technologies used such as deflection bots.

Sydney, New South Wales, Au

- Providing tier 3 technical support to the AMER customer base- Collaborating with internal teams to improve overall internal and external experiences- Providing insight and guidance for 24/7 support team with ongoing chats and escalations- Reviewing conversations of 24/7 agents via chat (Intercom) and phone (DialPad)- Verifying knowledge of agents and supervisors within the global support 24/7 team.

Cupertino, California, Us

• Guiding and supporting a large team of genius, technical experts and technical specialists to diagnose/repair software and hardware issues for Apple's client base.• Resolved or assisted in the resolution of over 10,000 customer inquiries and issues related to Apple products and services monthly, through troubleshooting, and by referring customers to the appropriate Apple support channels.• Meeting quarterly goal for iPhone repair by completing 93% or better in repairing rather than replacing the customer's unit.• Improved the store's Genius Bar reservation system by identifying and solving underlying execution problems while maintaining above 90% customer satisfaction score.• Achieved 100% on all personal AppleCare certification training program goals.• As a Genius, mentored new team members to contribute to store, market and southeastern regional culture by encouraging development through peer relationships by providing structured opportunities for learning and giving constructive criticism as needed.

Cupertino, California, Us

Cupertino, California, Us

• Scheduled for department coverage to balance necessary coverage due to fluctuation of inbound traffic, by first analyzing traffic patterns, and then creating a calendar for the team, resulting in a more consistent customer experience.• Conduct monthly 1-on-1 meetings with a team of 55 direct reports, coaching team members on product knowledge, technical repair skills, and providing guidance for career growth.• Coordinated certification maintenance and updates for entire technical department through daily communication and strict documentation with retail leadership.• Contributed to and implemented market based Standard Operating Procedures for the Genius Bar, which were later updated and adopted company-wide.

Cupertino, California, Us

• Successfully troubleshoot and repaired (on time and under budget) between 150 220 apple products, Macs, iPods and iPhones, primarily for software or user understanding issues weekly.• Understand and guide strategic vision for departmental goals in customer experience, repair efficiency, and peak time strategy.• Trained and mentored new Mac Geniuses and promoted Family room specialists to ensure the team's technical expertise remained at the highest level to support Apple's diverse client base.• Achieved 100% individual customer satisfaction (NPS) in all surveys for 9 consecutive months.

Cupertino, California, Us

• Maintained the checked-in product queue in Apple's System by validating the AppleCare parts and service are attached to all orders.• Successfully shipping products requiring Depot servicing to the appropriate repair hub by using in-store computer system and partner services.• Facilitate required daily and weekly counts of AppleCare inventoried parts with 99% accuracy. Process shipping to warehouse of used or faulty components daily.• Prepared weekly reports outlining team results, individual repair efficiency, and post repair customer satisfaction.• Maintain and troubleshoot for the Apple Inc. owned equipment and systems at the Genius Bar and in the Genius Room, ensuring that theN/Aequipment and systems are always up and running, allowing the Genius Bar to run more efficiently and effectively.• Processed, organized, and tracked the service inventory and work-order system of a team of 30+ employees, facilitating the repair of 3,500+ devices per month, by utilizing advanced system and database knowledge.• Assign repair workload to maintain efficient use of available resources; resolve inconsistencies by recognizing and making exceptions based on individual repair cases.• Reduced return time to customers issues by 40% by establishing an emailing and calling cadence for customers to confirm repair completion.

Cupertino, California, Us

• Welcomed customers to Apple Retail then guided individuals to the appropriate locations within the space for Personal Shopping (booked pre-purchase questions appointment), complete a non-reserved experience/quick purchase, Genius Bar service or One to One private training or workshop content.• Achieved 5% increase in NPS during the first 2-month period following the creation of this role by collaboratively developing and executing new customer service standards for the Apple Atlanta Market.• Increased customer satisfaction by scheduling Apple's in-store services with a personal touch when possible, an example would be recommending something to do during any anticipated wait.

Cupertino, California, Us

• Created an energy and excitement around Apple products and services that maximize the customer experience.• Maintained the visual standards of the retail space by organizing the inventory of the store following corporate provided standard guides.• Helped customers select the best Apple products and services to fit their personal and professional needs and consistently making sure the recommendations are aligned with needs and then overcoming any introduced objections.

• Deployed, maintained and safe guarded with off site back ups strategy an electronic work order system that allowed for the ongoing maintenance of thirteen government facilities.• Trained a tenured staff with a tendency to lean towards highly resistant to change on the deployed work order system, cutting the number of non-completion work-orders in half in six months.• Maintained confidential work-orders and project bid files for a school district with thirteen buildings, seventy-five maintenance technicians, grounds keepers and custodians.• Strategically schedule facility service teams (maintenance, grounds, custodial) to maintain efficient use of department budget. example of three factors used during scheduling consideration: travel time between facilities, critical nature of work order, upcoming preventative maintenance schedule.• Prepare cost center tracking reports as part of tracking facility by facility issues for annual operating costs that would then be utilized by the board of education for long term facility planning.• Create database of county inventory for Fire extinguishers, Lighting and HVAC unit filters simplifying inventory procurement, management and reduction of waste by over 35%.• Conduct or hire out required training sessions for custodial staff.