Senior Advisor iOS Phone Support Resume

SUMMARY

Possess strong interpersonal communication skills.
Excellent computer skills.
Professional and courteous in all situations.
Proven ability to assess situations quickly and respond with accurate decisions.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Senior Advisor iOS Phone Support

Responsibilities:

Leadership role for iOS products and supporting T1 personnel.
Extensive exposure to international customers.
Accepted escalated phone calls of all types including issues related to safety.
Provided a direct point of contact between customers and escalated issues.
Responsible for maintaining customer loyalty through several different means.
Empowered by Confidential to provide appeasements, as appropriate, to customers up to $300.
Acted as point of contact between Confidential Engineering, T1 phone support, and customers; as necessary.
Provided assistance as a supervisor role when requested by a caller.
Responsible for facilitating refunds for different support services, as necessary.
Responsible for handling sensitive information and customer issues to ensure they are routed to the correct location.
Many other responsibilities not listed here.

Confidential

iOS/Mac Plus

Responsibilities:

Preformed all the same functions as previous job just moved to a different business line.

Confidential

Home Advisor Chat Support

Responsibilities:

Self motivated, mostly unsupervised home work environment.
Provides customer support for Beats by Dre, Confidential Watch, and iOS products (iPad, iPhone, iPod Touch).
Assist customers with any and all issues related to products.
Presented with numerous customer support awards from mid to upper management.
Maintained Confidential 's renowned level of customer support.
Provided all aspects of previous position as well.

Confidential

Tier 1 Phone Support

Responsibilities:

Provided, award winning, customer support for iOS products.
Provided assistance with issues relating to iTunes.
Self - management position working from home.
Assisted with the selling of AppleCare products to customers.
Maintained strict confidentially with product release dates and business critical information.

Confidential

Call Back Team

Responsibilities:

Called customers back to follow up on technical support and sales leads.
Maintained commitment rate for call back allowances, around 95%.
Provided feedback for coaching opportunities to improve Front Line Agent performance.
Provided all technical and sales requirements needed for a FLA

Confidential

Agent Support Group

Responsibilities:

Leadership role in supporting FLA's on the phone.
Successfully piloted a remote chat and screen sharing software program to further assist FLAs.
Handled and deescalated phone calls for FLAs.
Assisted with sales opportunities and offerings.
Helped manage numerous metrics for agents(sales, loyalties, customer satisfaction, etc.).
Provided beneficial coaching opportunities to help develop new agents.
Performed ticket audits and performance evaluation to new and developing agents.

Confidential

Front Line Agent (FLA)

Responsibilities:

Provided customer service and technical support for HP laptop computers.
Handled inbound technical support and escalated phone calls with questions pertaining to Windows XP, Windows Vista, Windows 7, wireless networks, internet browsers (Internet Explorer), motherboard analysis, hard disk drive analysis, etc.
Provided contextual product offerings for customers resulting in a ten to twelve percent success rate.
Received many awards for exceeding required metrics in sales, customer service, quality analysis, total problem resolution, and first call resolution.

Confidential

Technical Support Parts Specialist

Responsibilities:

Supported stores and dealers in real time with technical inquiries for hard to find automotive, farm, and medium duty truck parts.
Preformed customer service with parts specialists that worked in the stores to provide an excellent experience.

Confidential

Parts Specialist

Responsibilities:

Assisted customers with automotive part inquiries in a retail setting.
Preformed all required daily operations that included cash handling, cleaning, facing product, and preparing night deposit.