Apple

• Manage end-to-end product repair workflow from appointment to repair completion
 • Partner with leadership to improve repair process to  better serve customers 
• Cultivate customer relationships through repair processes
• Revamp Genius Admin role to more effectively support Apple’s repair strategy. 
• Ensure completion  of repairs are aligned with the company directed repair metrics. 
 • The go-to person for technical and operational knowledge.
 • Prepare device shipments to offsite repair facility, after verifying technician notes and condition of device.
• Maintain inventory control by completing daily audits of service parts and repairs
• Provides feedback to technicians to correct inconsistencies in note taking, inventory allocation, and core competencies in the Genius Bar.
• Prepare device shipments to repair facility, after technician notes and condition of the device are verified.
• Provide mentorship for the team while ensuring the quality of their repairs through feedback and training
• Highly alert to loss-prevention issues using checks and balances based on processes and reports.

Genius Administrator

• Wrote detailed notes for "step by step" process for customers personal use if issue persists
•  Managed two to three customers at one time ensuring each received excellent technical support until their issue was resolved.
•  Collaborated in virtual team environment (Slack) in order to find solutions and help others with tough situations.
•  Assisted customers with troubleshooting various device issues through text chat and remote sessions.
• Thorough documentation of issue's initial report, troubleshooting steps taken and resolution.

Applecare Advisor

• Identifies and alerts management/team to control and procedural exceptions. 
• Read, understand and consistently apply educational materials and manuals to perform operational roles in Cash Services. 
• Provide training to all new and current associates on all transactional processes.

Cash Operations

• Delivered exceptional customer service while maintaining a high degree of professionalism. 
• Demonstrated exceptional and consistent knowledge of Apple technology and applications. 
• Actively pursued development opportunities, while working with leaders to share best practices for customer service to improve the stores’ efficiency.

Product Specialist

The Home Depot

•	Resolve customer complaints or involve the appropriate manager to ensure customer satisfaction
•	Create orders for customers; will-calls, online orders, deliveries, and store-to store 
•	Ensure all orders, online and in-store, are picked in a timely manner
•	Verify that customers receive everything they ordered and released to them properly
•	Receive payments by cash, check, and debit cards on all transactions
•	Answer and respond to customer phone calls and inquire quickly and professionally

Customer Service Associate

State Attorneys Office

Assisted the supervisor with typing up subpoenas, filing certain documents and arranging them in a specific order

Student Internship

I am an undergraduate business student attending Florida International University. Displaying a demonstrated history of working in the electronics industry, I have honed my skills in growing others, interpersonal communication, problem solving, and leadership.

As stated before, I am results-driven and passionate. I'm eager to use my skillset towards building a successful company that will benefit the community and the people in it.

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