Nick Kovacs Email & Phone Number

Remote

Akron, Ohio, United States

Oversees each technician, developing their customer interactions & repair strategies—reporting daily successes and opportunities of the team to the District Leader.Improved internal processes by partnering with Store Leaders to implement Handoff Notes, optimizing repair time & session duration with customers.

Created a strategy on a daily basis to manage time properly and maximize efficiency so all clients could be assisted at their expected time - maintained a Net Promoter score of 97% or higher for On-Time arrival during tenure.Maintained a solution success rate of 98% over two years with little assisted guidance available.

Westlake, Ohio, United States

Supported System Administrators to resolve business-specific technical issues with Hyland Software's flagship platform OnBase.Utilized internal note-taking database to thoroughly document troubleshooting steps or refer to past interactions.Collaborated with teammates to sharpen problem solving skills.

Coached a Genius Bar team of over 20 technicians to sharpen various key skillssuch as technical knowledge, interpersonal savvy, and multitasking.Provided technical knowledge and skills improving Same Unit Repair (SUR) from85% to 95% by leading iPhone Repair Clinics so technicians had the best practices leading to less failed/damaged repairs.

Akron, Ohio, United States

Provided insightful advice and hands-on software & hardware support in a timely manner and partnering with the sales team to offer valuable solutions to each customer.Maintained over 95% positive customer feedback from Net Promoter surveys while averaging over 25 issues resolved per day.