Michelle Monk Email & Phone Number

Provo, Utah, United States

Manage, hire, train, and schedule 20+ student employees each semester for both the Apple Campus Store and Apple Authorized Service Provider at the BYU Store. Teach and provide excellent customer service and problem-solving capabilities. Put together a comprehensive training manual on all protocols and procedures for the CougarTech sales floor. Remerchandised and organized the entire sales floor and stockroom for a better customer and employee experience. Maintain a high level of cleanliness and… Show more Manage, hire, train, and schedule 20+ student employees each semester for both the Apple Campus Store and Apple Authorized Service Provider at the BYU Store. Teach and provide excellent customer service and problem-solving capabilities. Put together a comprehensive training manual on all protocols and procedures for the CougarTech sales floor. Remerchandised and organized the entire sales floor and stockroom for a better customer and employee experience. Maintain a high level of cleanliness and organization and strictly follow Apple guidelines. Organize and lead two Apple One Day Sales per year, bringing in an average of $500K in revenue each. Mentor and collaborate with other campus stores remotely after being referred by contacts at Apple. Became the first Apple Campus Store nationally to move into the Campus Beyond segmentation for Apple Authorized Service Providers. Runs and maintains one of the top elite Campus Stores nationally in both sales and repair. Show less

Provo, Utah Area

Manage, hire, train, and schedule 11 student technicians in a top performing campus Apple Authorized Service Provider. Maintained good service excellence scores while also servicing PC computers. Taught strict adherence to Apple protocols with warranty and out of warranty repairs through GSX. Ensured that all customers receive the best possible customer service and that devices are repaired in an efficient manner while maintaining quality. Managed all inventory orders and returns in GSX and in… Show more Manage, hire, train, and schedule 11 student technicians in a top performing campus Apple Authorized Service Provider. Maintained good service excellence scores while also servicing PC computers. Taught strict adherence to Apple protocols with warranty and out of warranty repairs through GSX. Ensured that all customers receive the best possible customer service and that devices are repaired in an efficient manner while maintaining quality. Managed all inventory orders and returns in GSX and in NetSuite. • Reached out to departments on BYU campus and established relationships to encourage business with 50+ Computer Support Representatives.• Doubled the service capacity from 5 workstations to 10 with a complete renovation of the inside and outside of CougarTech Repair.• Was a part of 2 pilot programs with Apple for both servicing iPhones and advancing to the elite Service Center segmentation, Campus Beyond. Show less

Provo, Utah Area

Diagnosed and repaired PC and Apple computer problems for BYU departments, BYU faculty, BYU students, and other customers. Facilitated both warranty and out of warranty repairs. Provided good customer service both in person and through phone support. Stayed up to date with new technology. Trained and led other technicians. Utilized GSX extensively. Participated in trainings through Apple’s Atlas portal.