Sherri Collins Email and Phone Number

• Has the aptitude for acquiring skills in technical repairs and the eagerness to learn new roles • Excellent prioritization skills and an ability to make decisions quickly.• Excellent verbal and written communications skills.• Success in team environments, demonstrating shared responsibility and accountability with other team members.• Strong people skills and a knack for problem solving.• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.• Ability to adhere to a schedule of customer appointments.• Became highly skilled in using tools and software (Slack, GSX, Box, MobileGenius, Keynote, MacOS software and hardware, iOS software and hardware) to remain successful in role

• Mentoring, coaching, and leading others personally and professionally.• Energizing, informing, and aligning store employees around store performance goals.• Addressing time-sensitive employee feedback, questions, and concerns.• Recommending daily staffing and scheduling adjustments to align with changing customer and employee needs and traffic patterns.• Addressing store operational needs including opening/closing procedures, cash management, overrides, visual standards, urgent maintenance issues, and Loss Prevention partnership.

• Collaborated with executives from multiple corporations and facilitated meetings detailing the economic benefits and safety advantages of implementing Apple Pay on their e-commerce websites.• Conducted corporate website audits and designed illustrative example merchant websites while utilizing specialized Apple tracking systems (i.e. NOVA, Numbers).• Coordinated with small group members to create a keynote presentation outlining the efficiency of Apple Pay processing on an e-commerce platform.Apple Inc. • Became familiar with utilizing tools (Slack, WebEx, Numbers, Box, Pages, Keynote, MacOS) to sustain high quality work performance

Diagnosing defects, taking devices apart and assembling them back, replacing faulty parts, and instructing customers on how to handle devices correctly. Providing technical support for software issues using diagnostics and tools needed to resolve the problem at hand all while maintaining excellent customer service.

Advanced from a base level role to the highest customer facing role by providing second level of support for technical issues via phone and chat. Multitasked across systems and applications, analyzed and resolved technical issues, and comfortably navigate a virtual work environment. Mentored new technical support advisors and helping them become acclimated to the role.

Assisted the company’s customer base with technical and wireless issues with their mobile devices with next level support via phones and email. Created trouble tickets to resolve more complex issues. Resolved customer complaints and concerns with strong verbal and negotiation skills. Provided next level support by handling escalated customers, resolving complex wireless and technical issues via phones, providing peer feedback, and assisting supervisors with delegation of team work loads.