Experience

• 

  Apple

  • Senior Technical Consultant

    • Apr 2015 - Present

    Mentored advisors to develop communication skills and issue resolution techniques-Supported internal and external customers to find solutions -Resolved and tracked immediate threats -Documented essential facts for the record and investigation of issues -Diffused and resolved situations with expertise in a fast-paced environment -Collaborated with the creative and strategy teams

• 

  Verizon Wireless

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Customer Service Representative

    • 2010 - 2014

    As a Customer Service Representative, I managed high-volume inbound calls in a call center setting. In addition, I handled account management duties including answering general and billing questions, investigating and resolving billing and rate issues, and making adjustments to service plans. While providing customer support, I researched solutions and resolved customer complaints and issues. Beyond customer support needs, I serviced basic technical support questions and routed more complex technical support calls to the appropriate department. Key Accomplishments:• Exceeded customer expectations with prompt, accurate, and pleasant service. • Reached company sales goals by identifying customer needs, recommending the appropriate products and services, and selling products/services.

  • Assistant, Retail Sales Operations

    • 2003 - 2010

    During my tenure as an Assistant of Retail Sales Operations, I assessed customer needs, offered solutions, and resolved customer issues. I assisted with retail operations including stocking inventory, processing customer transactions, and managing product displays. As part of my role, I also performed daily audits and reconciled cash reports as well as bank deposits.Key Accomplishments:• Delivered optimal customer service experience in retail store location. • Created a welcoming environment and greeted customers.