Shane Burrows Email & Phone Number

Sacramento, California, United States

Partnered closely with Software Beta Program EPM’s and Engineering with a focus on aggregating 1000's of global feedback submissions into executive level reporting to action trending issues on pre-release software.Presented multiple times to audiences in the hundreds, including Engineering, Response, and Readiness teams, a summary of Apple’s 2024 Beta Software feedback data across 27 software areas mitigating potential contact drivers.Consistently provided valuable feedback leading to improvements of the seeding program tools and processes while investigating issues reported and escalating identified regressions to EPM’s.Led a new process using lab equipment, drafting the initial lab processes for all Seed Analysts as well as managing equipment setup on-site, for the reproduction of high-impact issues to drive faster bug fixes in software releases.As a Co-Chair of Agents of Change and The Catalyst, managed a pipeline of creative projects driving engagement activities across all levels of Bill Hellman's organization through innovative idea generation and implementation.

Cupertino, California, United States

Worked closely across multiple cross functional teams including EPM’s, developers and QA to resolve technical issues. Supported Mail Presubmission by executing daily functional testing, manual and automated testing.Documented and investigated issues; filing detailed bugs while excelling at bug analysis on Mail projects and initiatives. Wrote and consulted on creation of multiple TSTT suites for Mail new feature work and ATP’s.Received excellent feedback after presenting demos for new software features to the Internet Technologies org. Proactively sought out and completed courses at Apple to start learning Swift, Xcode, git to help create Mail Automation. Cooperated with Mail QA Automation team to add XCUITest Automation test cases for Mail on macOS and iOS. Spearheaded creation of adding multiple large iCloud Mail accounts to help with stress testing and performance issues. Current volunteer as a discussion moderator for Maps Cartography and Maps University Bias & Power in Mapping course

Investigate the root causes that drive both technical and non-technical support questions over the telephone with customers. Gather an extensive amount of details about the events and circumstances that lead to a customer’s need for support. Provide excellent customer service and assume complete responsibility for the resolution of their issue from beginning to end. Work closely with Apple engineering and marketing to provide a higher level of feedback to drive product changes that will decrease frequent call issues as well as ensure a better product experience for future customers.

Sacramento, California, United States

Career Experience:• Perform daily testing on all software platforms in-development (iOS, macOS, Web, & more) • Filing issues and report status of current and in-development features• Prioritizing workload and strategizing on the best evaluation methods• Working closely with QA teams, engineering, and project managers• Learn the foundation of software QA, development, and the Maps stack • Provide an end-user perspective on software quality

Sacramento, California, United States

A leadership role identifying trends in case and call quality in the organization. Provides feedback and coaching directly to advisors to help improve performance.Is a product manager and SME (Subject Matter Expert) for internal product investigations.

Sacramento, California

Sacramento, California

iApps Technical Support Advisor (October 2015 - Present)- ACEA (AppleCare Excellence Award Winner)• As an Apple iApps Tier 1 Advisor is responsible for ensuring customer satisfaction by providing telephone technical support for Apple's line of consumer creative applications (Photos, iMovie, GarageBand, Keynote, Numbers, Pages) on MacBooks to Mac Pros as well as on iOS devices and in the cloud. • Within Apple's contact center environment is the customers' first point of contact, the friendly voice of Apple, providing world-class customer service, troubleshooting, and technical support. • Has excellent customer service skills and a strong knowledge or aptitude for digital audio, photo and video technologies. Apple Store Specialist (March 2015 - October 2015)• A proven leader of the Apple DJ Team and now recognized worldwide as an Apple Music expert. Was selected as 1 of 15 employees companywide sent on a career experience to London to visit the Beats1 Studios. • Started a career experience as an Apple DJ; facilitated daily team meetings or downloads, educated and trained others and was the teams go to resource for all things regarding Apple's new music streaming service Apple Music. • A member of the stores Visual Team which handles customer facing visuals, sales floor demo units, visual merchandising changes and maintaining high standards of store appearance.• Received no negative customer feedback scores with highest customer satisfaction on every survey. • A leader in the store's "Fun-Mittee," helped organize team building activities while implementing a motivating communication process that improves employee morale and reduces absenteeism. • Created energy and excitement around Apple products, quickly provided innovative solutions and completely set up new purchased equipment before customers departure. • An effective team player who added complementary skills and contributed valuable ideas, opinions and feedback.

Elk Grove, Ca

Rotational position on the Global Employee Enrichment Team overseeing projects and programs for AppleCare on the Elk Grove Site. Plans, implements and follows up on events hosted throughout the business.Impacts engagement activities throughout the organization.Creates and executes unique and exciting AppleCare employee engagement events consistent with Apple's World Class reputation.Skills gained:Project ManagementBudgetingBusiness Acumen

Sacramento, California Area

America’s largest interactive murder mystery comedy dinner show! Solve a hilarious murder case while you feast on a fantastic four-course plated dinner. Just beware! The killer is hiding somewhere in the room, and you may find yourself as a prime suspect!The Dinner Detective Murder Mystery Dinner Show performs Saturday nights in Sacramento, CA. We also offer private shows that are customized to your group with roles for your group members to play. Join us for a one-of-a-kind public or private event that your guests will talk about for months!

Folsom, California

MAXIMUS contracts with the State of CA Medi-Cal program and the federal Medicare program and provides call center services to seniors and people with disabilities who are dually eligible for both of the public health insurance programs, under California’s Coordinated Care Initiative – Cal MediConnect. • Awarded Outstanding Excellence and the only employee to score a perfect 100% on the certificate of completion of the MAXIMUS California Health Care Options New Hire Program. • Proven very dependable with perfect attendance and no unapproved absences.• Assists beneficiaries entitled to both public health insurance programs Medi-Cal and Medicare with enrolling in a Medi-Cal managed care health plan. • Address all customers inquiries and resolve problems consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate to ensure that appropriate changes are made.• Enter appropriate data and information into the applicable systems to process applications or update caller information, confirm the accuracy of the customer information and use every call as an opportunity to provide education and support.

Sacramento, California

• Was responsible for organizing several company events a month including team building activities, regular office gatherings and holiday parties, as well as decorating the office and coordinating employee recognition.• Boosted team morale by working directly with office management and going well above what was asked to ensure all contributions had significant positive effects through team building and a positive work environment.• Applied effective communication, presentation, interpersonal and problem solving skills to fully resolve all client issues the first time by using the appropriate resources, tools and systems.• Answered all service related questions and concerns in a timely manner regarding booking appointments, scheduling, billing, customer feedback, etc.• Handled inbound & outbound calls, emails, text messages, and website IM chat from Homejoy users.

Sacramento, California

• Provided lead development support to the North America sales organization through the development of qualified leads that resulted in closed-won business.• Responsible for processing inbound sales inquiries and identified opportunities that met the minimum qualification criteria for Sales. • Worked closely with the SugarCRM sales team to insure that the leads provided to sales are qualified correctly, and progressing through the sales funnel.• Supported a variety of sales/marketing programs by managing call campaigns to drive registration and attendance for events, sometimes coordinating with external partners and the SugarCRM partner marketing team.SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable Customer Relationship Management solution in the market. Recognized by leading market analysts as a “visionary” company, Sugar is deployed by over 1.5 M individuals in 120 countries and 26 languages.Sugar is positioned to fully unleash the promise of CRM with our innovative CRM system designed for every individual who engages with customers: sellers, marketers, customer support agents, receptionists, and executives. The company is delivering a completely transformed, individualized CRM user experience that is immersive, engaging, and intuitive. Sugar fuses the straightforward simplicity, mobility, and social aspects of a consumer app with the business process optimization of conventional CRM.

Sacramento, California

Audience Development Manager:DataCenterDynamicsApril 2014DatacenterDynamics is a full service B2B information provider at the core of which is a unique series of one-day events tailored specifically to deliver enhanced knowledge and networking opportunities to professionals that design, build and operate data centres.Account Executive:iLeads.comFebruary 2014 - April 2014Responsible for establishing and servicing a client base for lead generation services in the Insurance and Mortgage industries.Generated new deals for iLeads.com and Leads Direct selling internet-only generated, consumer initiated sales leads to sales people of all experience levels. Developed skills in all aspects of competitive business to business sales, including prospecting, fact finding, closing, and territory management.

Sacramento, California

Interacted constantly with customers through product demos and consultations.Demonstrated ability to learn LUSH product knowledge, history, and practices.Helped team in exceeding last year’s sales numbers.Participated enthusiastically in store contests, trainings and meetings.Actively sought out feedback from management and coworkers to improve performance.Demonstrated ability to maintain store standards with pride.Demonstrated ability to constantly grow in LUSH knowledge and helped others grow around him.

Roseville, Ca

Implemented digital game plan and break schedule for adequate sales floor coverage at all times. Accepted into Leaders Within Leadership Program.Member of Employee Resource Group (ERG) LEAGUE at AT&T.Assumed Finance Representative Role while current Finance Representative was on maternity leave ensuring that the processing of finance paperwork was handled in a timely and efficient manner. Was responsible for inventory tracking, receiving orders and resolving discrepancies. Created extraordinary experiences and provided excellent service with every customer interaction. Consistently ranked highest in Customer Feedback Experience scores in NCA Market. Improved store’s overall Customer Experience Feedback scores by proactively following up with locations recent customers and assisting all sales representatives with the post sales process. Applied effective communication, presentation, interpersonal and problem solving skills to fully resolve all customer issues the first time by using the appropriate resources, tools and systems. Demonstrated strong negotiation skills and lowered churn by providing alternative solutions to unsatisfied customers. Innovated digital sign in sheet to help with greeting customers as they entered the store. Merchandised and maintained store appearance. Assisted in training new employees and coached all store employees on new policies and procedures. Analyzed business reports to identify and resolve store performance issues. Maintained store’s Uverse sales portfolio and followed up with customers and activations to ensure lower churn. Customer Care Representative 1:Consistently recognized as “exceeding expectations” with relation to orderliness, timeliness, patience and the ability to communicate effectively. Presented a communication process to motivate teams, improve employee morale, and reduce absenteeism as a leader in the Fun Activities Committee.

Sacramento, California

Consistently went above and beyond as the top seller on the service side each quarter.Exceeded all sales and performance goals.Introduced customers to new products and services and generated leads for other members of the sales team.Continuously went the extra mile to greet customers and make them feel welcome.Educated customers on all possible ways to enhance their financial future

Sacramento, California

Provided excellent customer service ensuring every customer had an extraordinary experience. Proactively and enthusiastically participated in all store promos and broke sales record for holiday gift card sales winter of 2004. Merchandised and maintained store appearance and inventory.Assisted with store opening and closing duties.

Education record

Activities and Societies: Vocal Jazz Ensemble, Marching Band

Communication, General