Stephen Gonzalez Email & Phone Number

Miami/Fort Lauderdale Area

- Lead new hire onboarding across various alpha divisions in Florida, Texas, North Carolina, Atlanta, Tennessee, Chicago and New Jersey.- Streamlined an operational onboarding process by proposing WebEx session revamps and designing QRGs which decreased new hire orientation time by 20%.- Designed functional Visme infographics to display weekly, monthly, and quarterly new hire participation. - Defined project deliverables, set schedules, and resolved technical pain points for the Service Desk.- Facilitated weekly MDM installation (AirWatch) in new hire equipment.- Educated Sales, Construction, and Customer Care associates on how to implement corporate applications, with a focus on Salesforce, into their respective positions.

Miami/Fort Lauderdale Area

- Managed the store’s technical support queue; an average of five hundred customers per day who were assigned a technician based on need/expertise.- Provided concrete customer service and support of all standard Apple applications including hardware, software, password support, iCloud, iTunes and App Store walkthrough.- Conducted Apple's One-To-One coaching program for premium subscribers while facilitating their growth on iOS, OS, and hardware.- Maintained a 100% NPS for several quarters sequentially.- Enlisted by Apple to rectify issues found within iOS Maps; review user-submitted errors and categorize priority status.

Miami/Fort Lauderdale Area

- Collaborated with high-performing sales associates, spearheaded B2B sales strategy, and ensured a uniquely amazing customer experience with a focus on enriching lives.- Developed relationships with third-party partners in order to receive up-to-date information on upcoming products and address potential issues.- Sold Over $500,000 worth of Apple products.

Miami/Fort Lauderdale Area

- Delivered in-store workshops for global athletes from China, Japan, Russia, and Switzerland in order to increase Oakley awareness within the sporting community.- Constructed over 100+ sunglasses using Oakley’s innovative ‘O-Matter’ material and customized the frame in order to meet client expectations.