Technical Support Customer Service

William Ferrell

**** *. **** **. *********, PA **104 • 610-***-**** • Email: *******.*******.**@*****.***

Dynamic sales professional with over a decade of leadership experience in technical support, customer service, and sales. Expert at consultative selling, relationship building, and leveraging technology to drive business growth. Proven ability to exceed sales targets, mentor teams, and create value-driven solutions for clients. Thrives in fast-paced, customer-centric environments where innovation, technology, and strategy intersect.

Sales & Business Development, Leadership & Team Management, Consultative Selling & Relationship Management CRM & Sales Technology Proficiency, Virtual Sales Presentations & Negotiations, Technical Support & Problem-Solving Data Analysis & Sales Strategy Optimization, Microsoft Office Suite & Mac OS Applications

ADP, Allentown, PA (Hybrid) 2024 – Present

Digital Sales District Manager: Drives revenue growth by selling ADP’s cloud-based human resource solutions, including payroll, tax, benefits, and HR management systems, to businesses of all sizes. Prospects and qualifies potential clients through online channels, leveraging CRM tools to track engagement and optimize outreach. Conducts virtual sales presentations and product demonstrations to showcase ADP’s value proposition effectively. Builds and maintains relationships with key decision-makers, acting as a trusted business consultant. Manages the full sales cycle, from lead generation to closing deals, while consistently meeting and exceeding sales targets. Identifies cross-selling and upselling opportunities to maximize client adoption of ADP’s digital solutions.

Apple Inc., Allentown PA (Remote) 2012 to 2024

Team Manager, Apple Technical Support: Led teams of 20+ technical support advisors, ensuring high-quality service delivery and efficiency in line with company goals and KPIs. Developed and implemented team-building initiatives, performance incentives, and individual coaching programs. Conducted interviews and training sessions for new hires, fostering future leaders within the organization. Managed payroll processing and high-level operational functions to optimize business outcomes.

AHA Advisor, Apple Technical Support: Provided technical support for Apple products, including iOS, Mac, and iTunes, consistently exceeding business performance objectives. Achieved top-tier sales performance in software, hardware, and service agreements. Selected for management rotation opportunities, accumulating 9 months of supervisory experience before earning a full-time promotion to Team Manager.

T-Mobile USA, Allentown PA 2005-2012

Specialist, Technical Care Tier 3: Delivered expert technical support for mobile devices, smartphones, software upgrades, email troubleshooting, and network infrastructure. Ensured customer retention through effective problem resolution and sales of upgraded devices and service plans.

Amerada Hess, Allentown PA

Manager: Oversaw store operations, sales performance, inventory management, and employee training.

2004-2005

Subway, Hellertown PA

Manager: Managed store opening, inventory, customer service, and employee training.

2003-2004

Saucon Valley High School, Hellertown PA 1999-2003

HS Graduate – CP Honors.

PROFESSIONAL SUMMARY

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EDUCATION

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