Technical Support Customer Success

AVERY ACKERMAN

Jersey City, NJ 917-***-**** ********@*****.***

averyjuliet.com linkedin.com/in/averyackerman

Time zone: EST (open to PST–CST hours)

Enterprise Problem-Solver Customer Success Strategist Chaos-to-Clarity Specialist SUMMARY

Award-winning customer experience leader with 9+ years across enterprise CX, technical support, and creative operations. Proven track record of owning complex support escalations, training high-performing teams, and building scalable processes that enhance retention and growth. Known for making chaos look polished—whether working with Fortune 500s or fast-moving startups. Fluent in CX tooling, stakeholder alignment, and solving the problem before it hits the inbox. EXPERIENCE

Genius / Genius Trainer (Technical Support & Customer Advocate) Apple Inc. — New York, NY / Remote

2016 – 2022

● Delivered high-volume technical support (50+ users/day) across hardware, software, and iCloud, maintaining a 95%+ satisfaction rate

● Created onboarding documentation and training modules that cut resolution time by 20% and raised overall team performance

● Generated $200K+ in service revenue by identifying customer needs and delivering high-converting solutions

● Trained 30+ new hires, contributing to long-term team retention and cross-functional onboarding scalability

● Recognized with Apple’s Excellence in Service Award for consistently outstanding customer impact Business Creative Director (Client Success and Support Strategy) Wayfair — Remote

2023 – Apr 2024

● Managed enterprise-level B2B clients and supported lifecycle ops across CX, creative, and performance

● Boosted lead-to-sale conversion rates by 15% by realigning messaging to segmentation insights

● Conducted market trend analysis and customer feedback synthesis to forecast revenue and mitigate churn

● Served as a trusted advisor across customer-facing teams and backend ops Campaign Manager & Trade Show Strategist

Inked Magazine — New York, NY

2021 – Apr 2024

● Led multi-city national campaigns and managed trade show logistics for 200+ SKUs

● Increased B2B booth traffic and conversions by 40% through an experience-focused strategy Avery Ackerman, Page 2

● Collaborated with public figures and internal brand leads to align creative messaging

● Managed vendor relationships, on-site execution, and inventory with zero discrepancies Advertising Director (AdFellows Program)

Twitter X — Remote

2021 – 2022

● Drove enterprise campaign strategy and created custom audience segmentation models

● Increased ad engagement by 15% and aligned performance insights with client success plans

● Produced 15+ performance reports/quarter, driving GTM alignment across product, client, and sales teams

ADDITIONAL EXPERIENCE

Director of Community (Community Manager & Subscriber Success) Twitch — Remote

2020 – 2022

● Built and maintained a community of 1,800+ with 95%+ retention

● Designed onboarding systems, moderated live feedback, and implemented escalation workflows

● Developed brand content and managed real-time event logistics across live-streaming platforms iOS Advisor (Remote Support)

Apple AHA Program — Remote

2020 – 2021

● Provided remote support to enterprise-level AppleCare customers during COVID lockdowns

● Navigated high-volume inquiries and collaborated with backend systems to escalate and resolve time-sensitive issues

TOOLS & TECH STACK

Salesforce • Zendesk • Notion • Slack • Airtable • HubSpot • OBS • Canva • Google Workspace • Excel/Sheets SKILLS

Customer Success Strategy Cross-Functional Leadership Client Retention Enterprise Escalations Onboarding & Training Tech Support (SaaS + Hardware) CX Optimization Campaign & Event Management Documentation Systems Lifecycle Ops Stakeholder Management KPI Reporting & Forecasting EDUCATION

San Diego Mesa College

Associate of Science, Neuropsychology

Graduated with 3.7 GPA Dean’s List

Relevant coursework: Cognitive Psychology, Data Analysis, Research Methods, Behavioral Science CERTIFICATIONS

Apple Certified Mac Technician (ACMT)

Apple Certified iOS Technician (ACIT)

Apple Certified Help Desk Specialist (ACHDS)

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