Customer Service Senior Technical

850-***-**** *****************@*****.*** Cary, NC 27519 linkedin.com/in/spflarrain

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Apple, Inc. 4/5/2015 - Present

*** ******* ***, ****, **

SENIOR TECHNICAL ADVISOR

• Enhance service quality using expert technical troubleshooting of Apple Products.

• Advocate for customers to resolve complex technical, security, and account-related issues

• De-escalate high-tension situations by empathetic communication, in-depth product knowledge, and tailored technical solutions.

• Drive technical innovation by participating in pilot programs for new product features.

• Provide detailed technical documentation to Senior Support Engineers for in-depth issue investigation.

• Enhance Tier 1 advisors’ performance: 270+ peer feedback in FY2023.

• Provide actionable feedback for resource developers to improve tools & training. LEADERSHIP ACADEMY ADVISOR

• Managed 200+ advisors across 11 teams in 18 months filling in for out-of-office managers.

• Collaborated with multiple stakeholders ensuring optimal delivery of measurable results.

• Guided advisors in behavioral adjustments using data-driven strategies and Apple’s proprietary engagement tools, leading to measurable improvements in advisor decision-making, customer service skillset, and accountability.

• Increased team efficiency and performance by sharing best practices and innovative troubleshooting methods, fostering a knowledge-sharing environment that resulted in faster resolution times across the department.

• Cultivated inclusive environment to promote sharing diverse perspectives.

• Drove innovation through curiosity to open doors for further growth and recognition. TIER 1 TECHNICAL SUPPORT ADVISOR

• Provide exceptional customer support, technical advisory, personalized solutions, and high-quality user experiences.

• Identified and addressed recurring issues through technical analysis, which minimized escalations to higher-tier support.

• Up-skilled as Wireless Multimedia Specialist operating within the T1 role.

• Annually recognized as exceeding expectations in Teamwork.

• Team Building & Leadership

• Talent Development &

Engagement

• Change Management Initiatives

• Customer Satisfaction & Retention

• Resource Management

• Continuous Quality Improvement

• Diversity & Inclusion Programs

• Instructional Coaching

• Cross-functional Collaboration

• Service Level Improvement

• Technical Documentation

• Public Speaking &

Presentations

• Continuous Process

Improvement

• Multi-Stakeholder

Engagement

• De-escalation Techniques

• Conflict & Problem

Resolution

Serena Parris Ferrell-Larrain

EDUCATION

M.Ed. Instructional Technology,

Cum Laude 2002

Georgia Southern University Statesboro, GA

B.S. Education 1999

Summa Cum Laude

Albany State University Albany, GA

Leadership Specializations

• Strategic Leadership: Impact, Change, and Decision Making Tuck Business School, Dartmouth College Hanover, NH

• Leading Teams:

Ross Business School, University of Michigan Ann Arbor, Michigan Leadership Certifications

The Growth Mindset Certification University of California Davis, CA Ross Business School University of Michigan

• Managing Talent

• Inspiring and Motivating Individuals

• Leading Teams

• Influencing People

• Leading People and Teams

Tuck Business School Dartmouth

• Lessons on Wisdom: Personal Leadership for your Life

• Decision Making: Blending Art and Science

• Why Smart Executives Fail : Common Mistakes and Warning Signs

• Superbosses: Managing Talent and Leadership

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