Technical support with a customer service focus

Customer-centered tech support and training: In-home, in-person, over the phone and online tech support for 200+ business and residential clients in the Knoxville areaLed one-on-one and group training sessions on several topics, based on client interestSet up, troubleshot, and repaired all types of devices: Windows PC’s, Mac, iOS, Android, printers, home theater, etc.Advised and assisted clients in purchasing devices to fill their specific technology needs

Responsible for overall customer experience, including greeting and advising customers, selling, and configuring all Apple products for customer demonstration and useMobile certified to diagnose and repair iOS devicesMember of Apple West Town Mall Business Team: provide sales, consulting, technical support and training to hundreds of businesses in East TennesseeFrequent One to One trainer, as well as leader for consumer and business workshopsTop 5 storewide in overall sales and attach rates for all products, as well as in customer satisfaction surveys

Oversaw web site development and launch schedules as an advocate to my clients, guiding them through contract specifications, design and development phases, all the way to site launchTrained clients to empower their use of our SaaS offerings and provided technical support when necessaryMaintained client relationships through strong communication and organizational skillsWorked closely with developers to handle back end issues for customers Contributed to web site development through new page ideation and content

Responsible for hiring and terminating, employee training, shift schedules, performance reviews, disciplinary write-ups, and career development for up to 45 direct-report staff membersManaged banquet and bar inventory, specials, profit & loss statements and revenue strategiesWrote core guide of policies and procedures for all restaurant functions; trained staff and enforced staff compliance with said policies and procedures Collaborated with administration and accounting to ensure all necessary functions were handled properlyManaged social media sites and assisted in advertising plans to aid in re-branding of restaurant image