Liaise between customer and product teams, reporting issues and feedback to Product Managers, Engineers, and Designers. Troubleshoot and identify bugs using SQL and C++. Collect, track, and analyze customer metrics. Oversee hiring, training, and developing support team members. Contributed to product development through the creation of digital assets used for marketing and internal production of “digital memory” software. Deliver first-class email and phone support to a growing customer base using customer management systems for managing tickets, scheduling calls, and organizing emerging issues. Spearheaded Mylio community forum (community.mylio.com) and maintain support website (support.mylio.com) with relative information for our user base.Increased client base 400% while maintaining customer satisfaction over 2 years by providing first-class support.Scaled business operations to meet demand, hiring and training 3 employees to double support team size in 3 months.Reduced need to hire by increasing software self-solve options, creating and maintaining 3 user education platforms.

Trained 180+ store employees, facilitating market-wide onboarding of new employees on a monthly basis. Provided technical support and repair of all Apple products for 500+ customers daily. Exceeded leader expectations, earning recognition for time management, technical functional skills, customer focus, and achieving results.Provided world-renowned customer experience, serving as regional trainer for 5 Apple Stores and 600+ employees.Led store for 12 consecutive months with Net Promoter Score of 80 or higher while providing outstanding assistance to more customers than any other employee at store

Six month experience working with the Retail Service Systems team. Contributed to strategic initiatives within the Apple Support landscape to develop solutions for over 500 retail stores worldwide. Worked closely with project managers, developing and executing software updates and product releases. Improved employee efficiency and hardware lifespan by developing and launching updates for support app “Mobile Genius” in 500+ Apple Stores worldwide

Provided leadership, support, and educational assistance to residential studentsPeer tutor for the computer graphics department. Provided one to many training sessions related to current projects and assignments. Facilities manager and intramural referee for intramural sports in the recreation department and wellness center.

Internship -­ Learning the business operations of a fortune 100 company while networking with leaders at the largest corporation in the entertainment industry. Guest Services ­- Interaction and accommodation provider for VIP cabana rentals Sales - Manage and maintain daily sales goals through pre-booking reservations