Lance

Miller

Management ! B*B ! IT Support ! Value Based Selling

SKILLS

Employee Training

Hiring

Customer Support

Business to Business Sales

Computer Troubleshooting

Microsoft Office Products

EDUCA TION

Bachelor of Finance

Virginia Tech, 2015

ABOUT LANCE

With my skill-set and competencies I am more than able to maintain on-going projects and future upgrades and assist in the resolution of customer issues and operating administration requirements. I started my career as a Business Specialist at Apple Tysons Corner in 2011 and moved forward with my career as a Genius in 2015. Working under the direction of senior members, I worked one on one with customers and provided the right solutions to resolve many hardware and software issues. Utilizing my academic and professional knowledge, I’ve dedicated the last 8 years in serving customers on the sales and support team at Apple. Here I gained an opportunity to work in a customer facing environment, improve existing documentation systems and implement stringent measures to improve the overall customer satisfaction at the retail level.

While pursuing a Finance Degree from Virginia Tech, I have developed skills in troubleshooting, business to business sales, assisting in IT operations, and conducted interviews to capture emerging requirements for positions in my field. This knowledge has enabled me to operate in Windows, Mac, and Linux platforms and master multiple security principles. I currently work as a Lead at Apple, where I have been able to further strengthen my technical acumen, conduct interviews, make changes to better our systems to allow for a positive customer experience. I have attached my resume highlighting my academic and professional skills and look forward to hearing from you in due course.

EXPERIENCE

Apple Inc, Mclean, VA

Lead - January 2020 - Present

• Leader on the floor to ensure all employees are consistently delivering an unparalleled customer experience.

• Continually facilitates training in technology and operational changes.

• Contributes towards store profitability by seeking opportunities to increase sales, manage inventory and cost of goods control and labor costs

• Repairing relationships for customers that feel unsatisfied with their product or would like to share feedback about their experience.

• Coaches and supervises direct reports to maintain efficient operations. Apple Inc, McLean, VA

Genius - October 2015-2020

My responsibilities include:

• Consistently exceed expectations in delivering timely assistance in technical issues involving hardware, software, and educational opportunities

• Performed at a high level that led to a leadership position with a team of over 40+ service specialists supporting all Apple and Beats products in a fast paced, high demand environment with customer ranging from consumers to executives.

• Facilitated ongoing training for service specialists, sales specialists and management on the culture, advanced customer experience skills, proper troubleshooting, and process management. Apple Inc, Mclean, VA

Business Specialist - October 2011-2015

Apple Business Team provides B2B services to businesses. Held accountable to a strict set of clients where I exceeded every target set. My responsibilities and results included:

• Drive sales and awareness of new products to all of our business clients

• Worked one on one with new business executives to create the best work environment for their business.

• Setup and installed hardware and software in offices

• In my first 5 months, exceeded quote by 110%, in following 6 months, exceeded quota by 120%.