•Managed a high workload with a consistent record of achieving results focused on attainment of key business metrics, continuous improvement initiatives• Prepared and maintained personal support improvement plans, producing detailed reports outlining performance against benchmarks to promote continuous improvements. Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture• Monitored and evaluated teams, identifying and targeting opportunities for improvement, driving regulatory compliance and customer satisfaction to ensure adherence to protocol• Led weekly team meetings to educate team members on best practices to optimize productivity, obtain suggestions, address concerns and foster positive relations among team members and management• Collaborated with Quality Department and open client communication to maintain and ensure high-quality assurance and customer service standards were met; addressed problems and feedback in a proactive and knowledgeable manner to maintain and enhance client satisfaction• Mentor employees during probationary period to answer questions and offer improvement strategies• Advocated for end-users to perform testing and problem analysis to resolve a diverse range of technical issues across multiple systems, servers, and applications.; Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff

•Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment• Collaborated with internal client and vendors to escalate and address a diverse range of technical issues •Managed customers' expectations and experience to a high degree of customer satisfaction• Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge• Broke down and evaluated user problems using test scripts, personal expertise and probing questions• Performed initial client assessment and analysis to begin research process by monitoring network/line performance and provided network performance statistical reports for both real-time and historical measurements• Identified and solved technical issues with a variety of diagnostic tools. installed software, modified and repaired hardware and resolved technical issues• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed; Removed malware, ransomware and other threats from laptops and desktop syste

• Positively engaged with customers and maintained professional appearance at all times as company representative• Received training and certification from Apple to represent brand, explain technical functions of mobile ,desktop, and portable device to provide support, repair and guide product selection for customers• Provides a seamless Client experience by advising and fulfilling on lifestyle recommendations regarding product, service, and content• Completes fulfillment of advanced complexity work, and triage and de-escalate difficult Client interactions as needed• Movement of product through repair process• Prepare and setup units for diagnostics• Advanced functionality testing of consumer electronics and appliances• Advanced repairs / part replacements• Final cleaning of units and preparation of units for shipping• Responsible for managing inventory and vehicle maintenance in partnership with other Agents, processing paperwork and payment, providing feedback and training opportunities, and completing store stock repairs