Steven Chea Email & Phone Number

New York City, Ny

• Lead up to 3 teams of 18 individual contributors concurrently across different lines of business services and products, including macOS, Health, and Speciality. Demonstrate excellent organizational, social, and prioritization skills. Currently achieving 100% satisfaction scores across all assignments•Successfully collaborate cross-functionally with a variety of stakeholders, showcasing change management, relationship building, and a consistent focus on achieving business priorities•Project manage business initiatives and innovate to solve critical challenges facing the business. Responsibilities included defining project scope, managing overall project timelines, managing risk and milestone dates, delivering regular progress reports and proposals to executive stakeholders, and ensuring the successful delivery of desired project outcomes•Create content for several AppleCare projects. Leveraging research and interview data to develop custom content pages, serving as an evergreen resource for the business

New York City Metropolitan Area

•Executed daily functional testing for the Maps Client across Apple platforms, ensuring consistent quality across various devices•Conducted simultaneous pre-submission testing for three concurrent software development cycles, delivering feedback and support to Maps teams and leadership•Screened and prioritized incoming bug reports using Radar, directing critical issues to relevant development teams for resolution•Triaged weekly automation runs for Display UI tests, identifying regressions and ensuring ongoing stability throughout the development process•Performed user experience testing for multiple Maps features, advocating for improvements based on customer feedback and business impact•Developed in-depth expertise of Software Development Cycle and QA methodologies to enhance testing processes and outcomes

New York, New York, United States

• Led phone and chat technical support teams of 18 by clearly communicating vision, setting clear goals and expectations, and holding the team accountable for performance results, resulting in 36 role promotions and an AppleCare Excellence Award in FY22Q2• Drove performance through data analysis, insights identification, and effective coaching, consistently meeting the business goal of 80%-85% Customer Satisfaction and 65% Issue Resolution monthly• Delivered quarterly Keynote business reports to executive stakeholders, taking ownership of deck creation, facilitating management calibrations, and organizing run-throughs to maximize impact

Sacramento, California, United States

•Coached and mentored new Advisors through one-on-one sessions and group workshops, fostering a supportive learning environment and promoting a 20% increase in employee retention rates.•Managed the onboarding process for new hires, including scheduling, resource allocation, and coordination with HR, resulting in a smooth transition and quick integration into the team.•Collaborated with cross-functional teams to create and update training materials and resources, ensuring alignment with the latest product updates and company initiatives.

Sacramento, California, United States

• Conducted thorough Quality Assurance testing on new release versions of attendance tools, meticulously identifying issues and promptly filing comprehensive bug reports to facilitate smoother product development• Efficiently offered production support for timecard, attendance, and time away matters by skillfully managing tickets and promptly responding to email inquiries, ensuring minimal disruptions to business operations• Methodically documented enhancement requests for timecard completion and time away approvals, leveraging interviews and in-depth business workflow analysis to gather valuable insights and improve system functionality• Demonstrated strong communication skills by delivering engaging presentations and proactively liaising with business stakeholders, facilitating the resolution of emerging issues and offering clarity on critical processes

Sacramento, California Area

• Captured and edited newsworthy events, with a focus on live sports, in a journalistic style for publication in both print and online formats. Clients included ESPN, NBA, MLB, and NCAA• Managed entire production process from concept to completion, encompassing shot list creation, talent coordination, creative direction, and post-production image editing• Conducted interviews with subjects to gather essential background information for storytelling purposes• Received credit as photographer for the Sacramento Kings documentary, “Small Market, Big Heart”• Exhibited work in “A Retrospective of SN&R Sacramento Music Scene Photography”

Sacramento, California Area

• Selected to relocate to second primary U.S. Apple contact center, where I played a pivotal role in establishing and nurturing a new Media Services Support organization of 100 advisors• Successfully led and mentored Advisors through pivotal business initiatives, including the implementation of a Chat support model and the transition to remote working• Assumed role of launch manager for the inaugural group of 20 iTunes Store Support Sr. Specialists, ensuring a successful and smooth introduction to this crucial team

Austin, Texas Area

• Diligently provided assistance to Tier 1 Advisors and customers, effectively addressing escalated support issues, which included complex challenges, emerging problems, and high-priority cases. Demonstrated a strong commitment to customer satisfaction throughout the process• Recognized for outstanding performance and leadership qualities, I was chosen to complete a Team Manager rotation, where I successfully managed and supported peers in delivering exceptional service and meeting team objectives

Austin, Texas, United States

• Proficiently managed concurrent tasks spanning various systems and applications, adeptly diagnosing and resolving intricate technical issues• Patiently and effectively delivered solutions to ensure an exceptional customer support experience, consistently exceeding expectations

Austin, Tx

• Provided invaluable support across various stages of TV and film production for a range of notable projects, including but not limited to “Miss Congeniality” and “American Idol”

Austin, Texas, United States

• Operated film and camera equipment, sound recording devices, and lighting setups for both field and studio productions at the only all-student-operated, student-produced FCC licensed broadcast station in the US•Contributed to a diverse range of productions, including hosted and panel shows, live concerts, field interviews, and live sports broadcasts•Provided comprehensive administrative support throughout the production lifecycle for the News, Sports, and Entertainment departments. This support encompassed equipment maintenance, copywriting, and on-air hosting duties