Maintain an 10-minute first touch and resolution time SLA via FreshDesk on incoming support ticketsRegular partnership with in-house Dev team to identify, test and resolve product bugs via AsanaThoroughly investigate downstream provider errors and carrier friction to ensure 90%+ delivery rates on client Projects of >2,500 messagesUtilize MarkDown to build a broad and expansive knowledge base that spans both internal and customer facing documentationWork through HubSpot to maintain a rich CRM databaseConstant cooperation with Sales and CEX teams to ensure a seamless customer experience and promote retention from onboarding through support situations and beyondDevelop a canned response library which serves as a uniform voice of the company to the client baseFacilitation of new hire onboardingConduct first and second round interviews in an effort to identify technically capable and culturally compatible candidatesResearch and promotion of unique and high quality use cases of the product

The proverbial side hustle and passion project.

Successfully communicated with customers to troubleshoot and reach solutions via Zendesk. Utilized empathy to establish trust and report with users during times of extreme stress. Identified, reported and tracked software bugs via Jira. Problem solved through situations that have no clear path forward at the onset of communication.Innovated by developing strategies to maximize efficiency while providing top-tier technical support. Stayed connected to the team and leadership through multiple virtual and in-person avenues while working remotely and onsite.Leveraged available resources to self-solve and become a resource to peers. Focused on time management and accuracy to hit KPI’s in pace and quality.Led through vision and purpose to align with corporate direction and maintain brand standards.

Managed daily procedures regarding sales, logistics, and hardware/software support teams.
Conducted first round interviews of potential team members, crafting questioning around applicable skills and gauging professional potential.Played critical role of introducing and instilling company culture and expectations throughout the on-boarding process of new hires.Actively developed and mentored talent to reach professional and personal goals through regular touch bases and feedback conversations.Maintained brand standards through dialogue and direction of teammates.Created a productive environment for organic learning and collaboration to disseminate information in an ever changing technological landscape.
Inspired confidence in customers through active listening and engagement of concerns with productive solutions and roadmaps to success.
Provided resources for daily store preparation ensuring Apple brand story is being told properly through assessments of demo products & securing technical support, verifying repairs status of 100+ weekly Macs and 1000+ iPhones.Coached staff daily for customer interactions in regards to new way to sell, inspire customers and share company’s monthly focuses.

Promoted healthy practices and standards to reach inventory goals by highlighting vision and purpose.Served as main conduit of information in regards to new SOP’s, initiatives and goals from corporate partners to retail team.Championed accountability by practicing and encouraging feedback daily while also being an advocate for the team on a larger scale within the business. Successfully mentored team members into new roles both inside and outside of the Operations team through partnership and shared goals.Drove cooperation and competition on a friendly level to “pump prime” peer relationships.Created productive inventory organization by regularly assessing and reassessing current and future stock requirements to achieve maximum efficiency and accuracy.Oversaw 18,000+ piece inventory of both finished goods and service parts.

Embodied the role of brand ambassador and fostered a 98% customer satisfaction rating with customers receiving instruction.Crafted functional learning tutorials and modules for use in on-boarding of new hires.Promoted excitement in the Apple brand and its technology through positive engagement and fun interactions.Led group classes of 12 individuals on a multitude of hardware/software fronts ten times per week.Created outlines and learning plans to track progress through novice and professional software instruction.Managed the training schedule of various store teams to ensure adequate coverage and quality of instruction.Facilitated one on one trainings to assist students in meeting their goals of creating functional projects such as informational videos, budgeting spreadsheets and photo books.Resolved issues pertaining to personal computing devices and systems.Challenged teammates to continue their accrual and mastery of knowledge to become more robust resources to customers.

Took packaging projects from concept through creation and distributionWorked directly with buyers to successfully reach their design goals while maintaining a clear artistic visionPrepared art for print to ensure accurate final products that reflect the customer’s visionClientele including CVS, Staples, Cracker Barrel & Hudson News