Customer Service Help Desk
Resume:
KIMBERLY
JO
MYERS
ad1wpp@r.postjobfree.com
Ocala, FL 34473
My current objective is to expand my career with additional training and skills provided by Apple Inc.; I strive to gain knowledge on a multitude of levels and topics within each AppleCare Department, Manager Programs and Internal Administrative Team programs. I would like to incorporate my Symphony (AT&T Manager Academy Training) based feed back experience with Apple's unique feedback and mentoring programs to excel into the Administrative and Business Care Departments within including but not limited to Agreement Administration, Customer Relations and Executive Relations. I am a talented manager with expert team leadership, planning and organizational skills built during a successful career. I smoothly equip employees to independently handle daily functions and meet customer and project needs. I see myself as a diligent trainer and mentor with exceptional management abilities and results-driven approach. I strive to be a collaborative leader with dedication to partnering with coworkers to promote an engaged and empowering work culture. I would be happy to speak to strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings; including my availability being 24/7 to keep up with any urgent issues at any time.
I am organized and dependable as a candidate; successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
PROFESSIONAL SUMMARY
Apple Inc. - Manager
07/2014 - Current
AHA APPLE CARE: APPLE INC, AHA ORLANDO, PPI - Help Desk 01/2011 - 07/2014
WORK HISTORY
• Back-Up
• Quality Assurance reports and feedback
Internal System Testing for National based Software (Clarify / Telegence)
•
• ETraffic reports for testing and bugs encountered
• Creation of senior agent help desk
Development of AppleCare System customer facing Chat Support
(2011)
•
• C++, Python, SpringBoard Alpha and Beta Testing
• Key Note Presentation and delivery
• Townhall Organizer
• Task / Accomplishments
Provide support per KB Support metrics for a multitude of departments within Technical Support
•
• Sales (APP /,, Apple Hardware and software)
• Ensure a positive experience suited to Apple's culture and reputation
• Provide Peer Feedback and Support Via Chat or feedback Tools Completed Rotations within CPU Tier 1&2, iOS Tier 1, WMM Tier 1, iApps Tier 1, iTunes Billing
•
SKILLS
• Managing Reception
• Data Protection
• Set Organizational Policies
• Negotiation
• Quality Standards
• Environmental Policy
Product Management and
Branding
•
• Coordinate Events
• Team Leadership
• Schedule Preparation
• Managing Appointments
• Manage Inventory
• Information Confidentiality
• Intellectual Property Law
• Supply Chain Management
• Project Management
• Customer Service
• Managing Employee Relations
• Managing Career Progression
Scripting Languages: PHP,
Python, JavaScript
•
Interface Design and
Implementation
•
• Software Customizations
• Software System Maintenance
• Linux Environments
• Fluency in C, C++, C#
• HTML and XML
Advanced Computer
Programming
•
Valencia Community College
Orlando
University of Central Florida
Orlando • 05/2001
Associate of Business
Administration
Referrals
EDUCATION
• Matador Scholarship Recipient
• Dean's List
• Dean's List
• Florida PTA Scholarship Recipient
AT&T MOBILITY - CUSTOMER SERVICE NESTING MANAGER, Project Manager
01/2003 - 01/2011
CINGULAR WIRELESS - CUSTOMER SERVICE LEADER
01/2003 - 01/2004
Burnham - Manager
Orlando, FL • 01/1998 - 09/2003
CINGULAR WIRELESS - CUSTOMER SERVICE REPRESENTATIVE 01/2002 - 01/2003
• Support Tier 1, CPU Chat Tier1
Created tools for teammates to help solve complex problems with ease
•
Collaborated with Team Managers to work on projects to benefit team whether technically or for morale
•
• Provide positive feedback to teammates
During CPU T2, I had the ability to provide service above and beyond the norm and take complete ownership of my customers to ensure that Apple's reputation was held to the highest standard., Support for Call Center Employees
•
Collaborated with corporate to install chat (IM) software request to allow teams to speak with management without being distracted from their call
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Available for travel, completed 3 month out of state call center opening for vendor center
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Tasks included but not limited to the following: hiring, training of management and bring center up to speed on current company policy and metrics.
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• Continuation of new hire training while on the floor taking live calls
• Provide developmental feedback
• Escalation Management a.k.a
• OOP complaints
• QA feedback (20 / agent) including documentation and feedback Statistical reports including but not limited to the following: Adherence, Time management, Sales and Post Call Surveys
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Active member of QA calibration team after restructure to outsourced facility
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Actively promote upbeat work environment and team building projects to prevent attrition
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Created and implemented Southeast Region Commitment Team for customer satisfaction.
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Created and delivered day one training for first iPhone launch without Apple Support. Trained 400 AT&T representatives to resolve immediate customer impacting issues. War Room Lead.
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Managed and motivated employees to be productive and engaged in work.
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• Accomplished multiple tasks within established timeframes. Maintained professional, organized, and safe environment for employees and patrons.
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Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
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Ran loss prevention and cycle counting for medical supplies warehouse. Available 24/7.
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• Assist customer with “First Call Resolution,” for inbound center Outbound Commitment / Call Back Team; engaged in Tech 2 billing, system, hardware support.
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Contact this candidate