AppleCare Technical Team Manager
July 2013 — Present
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AppleCare Team Manager at Apple
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
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.
Managed CPU T2 advisors in AHA College
Leveraged contests to drive morale and business goals through end of 1 year contracts
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.
Essentials of Management