Tyler Bilecki Email & Phone Number

Fort Lauderdale, Florida, United States

- Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, virtual and in-person meetings.- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the… Show more - Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, virtual and in-person meetings.- Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.- Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests.- Work collaboratively with other teams to champion questions, provide feedback, and manage escalations on behalf of the customer.- Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.- Proficient in Salesforce, Zendesk, Slack, Excel, Gsuite and other virtual collaboration tools. Show less

Santa Clara County, California, United States

- Conducted triage, teardown, component isolation and L1 FA on EFFA captures with a goal to drive factory process improvements, design changes and SW fixes.- Developed and implemented capture and FA strategy to enable remote EFFA support during Covid-19.- Worked cross functionally with teams from AppleCare, Product Design, EE, SW, Reliability & Ops regularly.- Documented and analyzed capture data in order to identify trends in customer field returns.- Decreased CND rate of EFFA… Show more - Conducted triage, teardown, component isolation and L1 FA on EFFA captures with a goal to drive factory process improvements, design changes and SW fixes.- Developed and implemented capture and FA strategy to enable remote EFFA support during Covid-19.- Worked cross functionally with teams from AppleCare, Product Design, EE, SW, Reliability & Ops regularly.- Documented and analyzed capture data in order to identify trends in customer field returns.- Decreased CND rate of EFFA captures by 20% based on new remote capture/FA step strategy.- Gained experience with issue tracking apps and used Excel for pivot tables and Pareto development.- Developed an approach to testing methodologies used for root cause analysis of Mac systems.- Created SOPs and DOEs for testing applications used by our greater quality team. Show less

Fort Lauderdale, Florida, United States

- Provide senior level technical advising across all Apple product lines and services.- Developing structure and communication skills during full-time remote work.- Identify and escalate emerging issues reported by our customers to engineering teams.- Worked virtually with cross functional teams to champion questions, provide feedback, and manage escalations on behalf of the customer.

Fort Lauderdale, Florida, United States

- Chosen as emerging talent to assist in leadership operations including trainings, GB lead, and mentoring.- Planned and facilitated Genius Bar meetings to drive results around NTF, NPS, and session duration after relocating to a new store. Also shared best practices from previous store to implement new strategies.- Lead a team of 50 through iPhone repair scheduling strategies to decrease turnaround time and improve customer satisfaction. - Represented store for EFFA program… Show more - Chosen as emerging talent to assist in leadership operations including trainings, GB lead, and mentoring.- Planned and facilitated Genius Bar meetings to drive results around NTF, NPS, and session duration after relocating to a new store. Also shared best practices from previous store to implement new strategies.- Lead a team of 50 through iPhone repair scheduling strategies to decrease turnaround time and improve customer satisfaction. - Represented store for EFFA program during product launches to provide field feedback to engineering.- Lead a team of Genius Bar and Forum associates through major procedural changes such as revamped Genius Bar phases I and II and new iPhone repair strategies. - Provide technical assistance with systematic issues in MobileGenius to maintain service efficiency.- Provided exceptional service at a high-volume Genius Bar with over 150k sessions delivered yearly. Show less

Boca Raton, Florida, United States

Exceeded expectations over multiple quarters in Teamwork, Innovation and NPS.Developed and improved new training material and SOPs for our cross functional teams.Provided post-sales support for individual, business and enterprise accounts.