Shakeem Lewis Email & Phone Number

Miami/Fort Lauderdale Area

• Greeted clients as they come in, listened to their issue, and created appointments.
• At check-in, diagnosed the issue and recommended appropriate service solutions or repairs.
• Leveraged critical thinking and troubleshooting skills to resolve issues in one visit when possible.
• Ensured clients were kept up-to-date during the repair process.
• Partnered with in-store Repair Agents for updates, assistance, and alternative solutions.

Miami/Fort Lauderdale Area

• Served as the first point of contact for iOS Tier 1 Advisors.
• Provided proper troubleshooting steps to Tier 1 Advisors that led issue resolution. Took over calls when necessary.
• Continually followed up with callers until resolution, ensuring the highest level of customer satisfaction.
• Handled repair disputes effectively.
• Assisted in the call training of incoming iOS Tier 1 Advisors.

Miami/Fort Lauderdale Area

• In this role, I learned firsthand what excellent customer service entailed. Experience and responsibilities include:
• Troubleshooted and resolved iOS and macOS issues through use of knowledge base and problem-solving skills.
• Aligned with callers and guided them through the resolution process. Handled irate callers appropriately.
• Thoroughly documented steps that were taken that led to the fix, decreasing call handling times.
• Setup store appointments for unresolved software and/or hardware issues.
• Partnered with other Tier 1 roles to find the quickest solution for the caller.