Field Service Diagnostics CE at Apple
Integration of diagnostics tools into the troubleshooting process in the field across iOS, Mac OS X, and Windows. Develop test suites and data mine to improve diagnostics and troubleshooting solutions to service channels.
Effectively and efficiently repaired customers' relationship with the Apple brand by using interpersonal skills to align with the customer and educate on how to use Apple products. Created hundreds of promoters of the brand through resolving hardware and software issues in a timely manner to keep up with daily demand. Used methodology and tools to determine if customers’ issues are hardware, software, environmental, or educational. Raised team moral by recognizing obstacles in workflow and created training materials and work guidelines to overcome roadblocks, as well as, on the spot mentoring for peers. Facilitated Family Room Specialist Training and iOS Troubleshooting.
Increased revenue year over year at 3 failing stores through hiring, development, training, transparency, and organization. Manage business effectively by creating schedules to meet the unique local proximity demands. Decreased shrink loss and drive customer satisfaction by customer engagement on the sales floor, employee accountability, and inventory management. Several Assistant Managers under my tutelage went on to become Store Managers.
Tested first party and third party software on different hardware platforms with varying hardware configurations for bugs and glitches. Wrote reports on how to reproduce discovered bugs and how often it was successfully reproduced.
Increased revenue year over year at 3 failing stores through hiring, development, training, transparency, and organization. Manage business effectively by creating schedules to meet the unique local proximity demands. Decreased shrink loss and drive customer satisfaction by customer engagement on the sales floor, employee accountability, and inventory management. Several Assistant Managers under my tutelage went on to become Store Managers.
Customer facing operator that answered and redirected phone calls, customer retention, data entry, filing and organization, as well as, other general office duties.
Created databases of information.
Assisted customers with products. Restocked sales floor and other general cashier duties.
Scanned physical catalogs to create digital catalogs. Touched up photographs of products in Photoshop.
Organize receiving inventory in the stock room and deliver products to the sales floor.
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