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Ian Ripley

Ian Ripley

AppleCare Onboarding Team Manager

Apple

Sacramento, CA

AppleCare Team Manager at Apple

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Apple

AppleCare Technical Team Manager

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Career
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Apple

AppleCare Technical Team Manager

Maintained 99.9% GPS completion, consistently executed high quality GPS deliverables
Pro Part-time Scheduling Committee Participant & Chair (2 Periods) - Formulated, documented, and refined processes related to scheduling Pro iOS and CPU team meetings

Career

Apple

Technical Advisor - iOS & Mac

Demonstrated exceptional customer support with 93% CSAT in 2011. Received 2 ACEA Awards for excellent performance.
Mentored new and continuing advisors, consistent positive feedback from mentees. 150+ hours of experience training small groups and monitoring and assisting nesting teams and their managers.

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Career

Apple

Team Manager - Internship

Managed CPU T2 advisors in AHA College
Leveraged contests to drive morale and business goals through end of 1 year contracts

Apple

Senior Technical Advisor - Rotation

Achieved 100% CSAT for the fiscal quarter while exceeding role's productivity metrics - less than 14.5 minute average handling time
Equipped escalating advisors on consults; received and handled sensitive escalations.

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Career

University of California, Davis

Bachelor of Arts (B.A.)

Harvard University

Organizational Behavior
Essentials of Management