• Conduct investigations and analysis of fraud/risk incidents within the Trust & Safety team to safeguard the company from financial losses.• Utilize advanced analytics and data tools to detect and mitigate fraudulent activities.• Conduct in-depth research into transactions, patterns, and behaviors to identify potential fraud risks.• Collaborate with cross-functional teams to assess and improve fraud prevention strategies.• Develop and implement processes to monitor and report on risk-related activities.• Provide recommendations for risk mitigation strategies to senior management.• Stay current with industry trends, regulations, and best practices related to fraud prevention and risk management.• Maintain detailed records and documentation of investigations and outcomes.• Contribute to the development of policies and procedures to enhance fraud detection capabilities.

• Utilize advanced data analysis tools such as SQL and proprietary query languages to extract, analyze, and interpret platform activity data, identifying patterns indicative of cybercrime activity.• Manage complex investigations by querying internal databases and collaborating with cross-functional teams, ensuring the timely and accurate resolution of investigations.• Collaborate with legal, engineering, law enforcement, and cross-functional internal teams to refine data-driven content moderation workflows, optimizing the detection and removal of illegal content.• Assist with testing machine learning models for cybercrime prevention and contribute to real-time dashboards to track the performance of child safety protocols.• Generate reports and insights to support leadership in improving operational efficiency and ensuring compliance with child safety regulations.

• Spearheaded lead generation and opportunity capture initiatives through phone, email, and social media platforms, consistently exceeding sales targets by 20% through a data-driven and consultative approach tailored to consumer and SMB markets.• Streamlined the sales process by collaborating with internal technical and product teams to ensure seamless lead handover, driving a 15% increase in lead-to-conversion rates. Initiated data-informed strategic outbound campaigns that boosted customer engagement and improved pipeline quality by 25%.• Developed and nurtured key stakeholder relationships, leading to a 30% increase in repeat business and fostering a collaborative sales culture focused on technical solutions and efficient communication.• Leveraged advanced CRM tools to analyze sales data and refine sales strategies, resulting in a 10% improvement in sales conversion rates. Demonstrated adaptability and teamwork in a fast-paced, technically oriented, customer-focused environment.

• Managed Apple's social media accounts across multiple platforms, leading high-profile escalations and enhancing trust and safety protocols to address user concerns effectively.• Conducted comprehensive investigations and developed moderation strategies for the Apple Support Community, ensuring a secure and supportive user environment.• Delivered solutions for technical issues, significantly improving customer satisfaction and loyalty through precise troubleshooting and proactive engagement.• Contributed to strategic planning in weekly debrief meetings with management and engineering, presenting on business trends impacting social media engagement and customer relations.* This was an 8-month rotational assignment specializing in Trust & Safety / Social Response, after which I resumed my position as Technical Support Advisor.

• Excelled in diagnosing and resolving complex technical issues across a variety of Apple products, significantly enhancing customer satisfaction and technical reliability.• Acted as a primary technical liaison between enterprise customers and Apple’s Site Engineering Team, improving product quality and service delivery through the proactive identification and escalation of systematic issues.• Top performer in selling technical services to consumers and businesses worldwide, contributing to Apple's global reach and customer success.• Provided in-depth technical guidance to enterprise customers, fostering strong relationships that ensured comprehensive understanding and utilization of devices, which maximized operational efficiency, productivity, and customer satisfaction, consistently achieving a score above 98% and significantly contributing to retention and loyalty.• Played a crucial role in enhancing Apple's product offerings by providing personalized support and ensuring effective use of products, which led to a measurable decrease in repeat help desk tickets.

• Delivered expert in-store IT support for consumer electronics as a Geek Squad agent.• Achieved Apple Certified Repair Technician status, specializing in iPhone and Mac repairs.• Excelled in selling support and software services, contributing to overall customer satisfaction and service success.• Provided on-site problem diagnosis and resolution, enhancing customer trust and service satisfaction.• Advised customers on product use, offering tailored recommendations to meet their needs• Drove positive service outcomes through hands-on assistance and exceptional customer care.• Managed Apple-related operations within Geek Squad, maintaining inventory and upholding Apple service standards.• Utilized exclusive Apple tools, resources, and training to offer proficient technical support and swift, precise repairs.

• Guided customers in selecting suitable computer technology to align with their specific needs and objectives.• Provided comprehensive technical support and advice, ensuring informed customer decisions during the sales journey.• Fostered enduring customer relationships through exceptional service and ongoing support.• Delivered multi-channel assistance, including in-person, telephonic, and digital communication.• Operated within a dynamic retail environment, contributing significantly to store performance and customer satisfaction.