Ronald Andrews Email and Phone Number

Provide face-to-face customer support (Tier 3 Help Desk) for hardware/software troubleshooting and diagnosis, as well as customer education.Manage all aspects of the support workflow, including prioritization of customer requests and repairs.Repair Apple hardware and software products as a certified Apple Technician- meticulous attention to detail.Ensure repair room and fellow technicians always prepared with correct tools and equipment.Troubleshoot and repair iPhone hardware on the component level.Listen to customers' needs and then made recommendations on new technologies that would best benefit them.Instruct/provide hardware and software sales solutions to long-time Apple customers as well as new customers

Act as a member of the setup team to develop customer relationships with the Apple cultureTrain customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as MacBooks, MacBook Pros, Mac Air, iMacs, both versions of the iPad, all iPhone ModelsProvide concrete customer service and support of all standard Apple applications and hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthroughProvide personal training for new customers, helping them acquire the basic skills they need to get started on photo, video, and music projects

Manage a portfolio of 80+ clients, delivering service that meets and exceeds corporate client expectations and serve as the point of contact for day-to-day complex client inquiries regarding banking productsOversee and own cases through to a timely resolution and assist with root cause analysis and identifying fixes/preventative measuresCreate reports for internal and/or external distribution and conduct research to support initiatives and ongoing reporting needsAppropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets

Conduct troubleshooting to resolve IT-related and application issues for 19,000+ usersConsistently meet call handling goals by closing an average of 40+ calls per day with a 90% first callresolution ratioAdhere to an efficient ticketing system to monitor incoming service desk tickets, track incidents, andtroubleshoot a multitude of issuesProvide clients with information on available upgrades via mass communication andtroubleshoot computer-related problems for external and internal usersIncreased overall analyst team customer service satisfaction rates by 15% over six months

Collaborated with staff members on both teller and customer service bank platforms to enhance customer service experience and exceed team goals by 80%Responded to high volume of incoming calls, emails, and in-person meetings, utilizing listening and communication skills to identify customer problems, needs and opportunitiesHelped manage calendar/meeting requests for leadership team, new and existing customers, and overall teamMonitored customer relation profiles using Salesforce, maximizing customer product utilization over 80% based on client needsConsistently met Legendary Experience Index (LEI) goal for excellent customer satisfaction as far as 125%

Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer serviceRecognized needs and referred to appropriate representative or line of business for cross-sell or serviceMaintained highest Legendary Experience Index (LEI) score in branch with a team of 11+ for over 2 yearsReceived 2019 Quarterly WOW! Star Award for exceeding solutions and referrals goals over 135%Consistently met Legendary Experience Index (LEI) goal for excellent customer satisfaction as far as 130%

Completed highly accurate, high-volume money counts via both manual and machine-driven approachesConducted regular proof work and followed up on chargebacks and deposit correctionsIdentified sales opportunities and referred customers to branch partners in respective financial departments, resulting in an 85% customer satisfaction increaseConsistently recognized for exceptional customer service and exceeding sales goals by 110%

Ensured a quality store image by accurately stocking, organizing, and pricing store merchandise.Maintained required paperwork including logs and other documents along with the ability to operate registers. Executed physical activities including visually inspecting merchandise, observing associate/customer actions, accurately entering information into computer systems.