Customer Service Project Management

Ameer Ansari

*** ***** ***** *****, ***** Mountain GA 30324 Home: 408-***-****

Email: ***********@****.***

LinkedIn Profile: https://www.linkedin.com/in/ameeransari Objective: Build effective teams with sound leadership. Promote a positive environment with focus in customer service, sales, marketing, and corporate management. Skills

Managerial and Administrative Skills (5+years)

Corporate Security management (5+years)

Customer Service and Sales (10+years)

Corporate Communications (5+ years)

Inventory Management (3 years)

Web & Graphic Design, SEO, Networking, Marketing, Social Networking

Mentorship, Team Building, Leadership, Problem Solving & Decision Making.

BSIS/ PPO licensed trainer.

Applications: Microsoft Office, Photoshop and Illustrator CS, Salesforce, Chronotek, Filemaker, ShiftBoard, CICO, Kronos, Merlin, eApproval, Time, Milestone (CCTV), Apple Applications (pages, numbers, keynote..), and Google Applications.

Education History

Cal State East Bay 2013–2017 Bachelor Degree in Business Administration – Management-Marketing and Corporate Management

De Anza College, Cupertino, CA (Business Administration) 2009 – 2017 Cerritos College, Norwalk, CA (Business Administration AA) 2001-2005 Coursera - Certifications 2023 - Current

• Project Management- Project Execution

• Project Management- Project Planning

• Project Management - Foundations of Project Management

• Project Management - Project Initiation

Employment History

Apple Inc. Atlanta, GA

Apple Lenox Square, Genius. NOV 2022 - CURRENT

Product and services sales expert (iCloud, Apple Care, MacBooks, business partners)

Provide customer support needs.

Certified Apple Technician

Resolve or provide solutions to technical hardware and software issues

Educate customers how to effectively use devices.

Repair relationships and trust with product

Mac Repair technician

Phone Repair technician

Serve as a resource and provide guidance to peers

Train onboarding experts and geniuses on day to day operations Apple Inc. Atlanta, GA

Apple Lenox Square, Technical Expert. SEPT 2021 - NOV 2022

Product and services sales specialist

Provide customer support needs.

Certified Apple Technician

Resolve or provide solutions to technical hardware and software issues.

Educate customers how to effectively use devices.

Repair relationships and trust with product

Phone Repair Technician

Serve as a resource and provide guidance to peers Apple Inc. Atlanta, GA

Apple Lenox Square, Technical Specialist. APRIL 2018 - SEPT 2021

Provide customer support needs.

Certified Apple Technician

Resolve or provide solutions to technical hardware and software issues.

Educate customers how to effectively use devices.

Repair relationships and trust with product.

Apple Inc. Cupertino, CA. AUG 2017 - March 2018

Apple Visitor Center, Loss Prevention Supervisor

Managed security operations for Apple Visitor Center

Managed a team of 18 officers (3 Shifts) to ensure the security and safety of all within the site.

Managed payroll through Merlin and Kronos systems

Video review and investigation with Milestone

Created effective work schedules and post positions

Report building and maintenance issues within the Visitor Center

Partake in internal and external investigations with various local Apple sites

Managed electric patrol vehicles for service and routine maintenance.

Created post orders, security processes and other various operational procedures

Handled work related employee issues, worked with HR to resolve and provide solutions

Served as the highest escalation point within the Visitor Center

Provided team building and quality control

Provided training for a team of 18 officers

Worked in cohesion with the campus leader and store managers to tackle the many complexities of the site.

Apple Inc. Cupertino, CA JUNE 2015 - AUG 2017

Corporate Security, Customer Service & Safety Supervisor

Provide customer service, safety, and employee relations to over 150 Apple buildings

Manage payroll through Merlin and Kronos systems.

Manage the daily operations for our Mobile/fleet team which focused on customer service and safety. Manage quality control, access control, partake in corporate events, mentor, and train.

Promote team building, and growth development within the organization.

Handle work related employee issues. From appropriate disciplinary actions to coaching strategies.

Administrative functions such as scheduling, managing call offs, backfilling open shifts, approving vacation time and payroll through Merlin and Kronos

Conduct interviews for new and existing employees

Generate daily reports and maintained consistent communication with different departments within Apple.

Evaluate daily vehicle inspections and report vehicle damages to onsite logistics team.

Present innovative, and strategic ideas to help improve daily and long term operations.

Serve as an escalation point for customer service and safety operations.

Develop operational training material for service calls, response procedures, a various other forms of operation.

Customer service and safety trainer for new hires and existing employees.

Conduct full employee performance evaluations.

Security Industry Specialists Cupertino, CA (Apple Site) AUG 2013 – JUNE 2015 Full-Time Standard Deployment Supervisor

Perform daily briefings, wrote detailed reports, created strategies of efficiency.

Managed Inventory control and review daily reports, conduct interviews and post checks

Managed shifts and employee hours through Salesforce.

Managed a team of 7 officers and 5 command center operators, handled critical issues

(medical, fire, suspicious person(s)

Developed training methods, organized team exercises, recorded productivity to monitor improvement of team.

Provided evaluations reviews and conducted interviews

Maintained field management and quality control throughout the workforce

Handled work related employee issues, handled disciplinary actions, assisted in promotions

Assessed constant communication through emails, phone, and face to face with team and client.

Security Industry Specialists Cupertino, CA (Apple Site) FEB 2014 – JUL 2014 Standard Deployment Supervisor /Acting Watch Commander (700+ hours)

Directly oversee Supervisors and uniformed Security Specialists during assigned shifts, becoming the escalation point for issues that are not solved at a local level.

Successfully managed and supervised physical security operations for client locations.

Scheduled and conducted interviews for our hiring process to maintain workplace quality.

Conducted performance evaluations.

Managed shifts and employee hours through Salesforce.

Ensured the accurate and timely recommendations of business and security related risks or actions required to the organization with solid focus on details

Provide excellent customer service throughout the workforce managing and fulfilling operational needs and managing guard requests that continuously meets the client needs

Understand the client’s Emergency Response, Business Continuity, and Disaster Recovery programs.

Assist with the development or revision of security operation center processes and protocols

Recruitment and management of a security workforce averaging over 5000 weekly hours

Proactively identify and develop future management talent within the workforce; set achievable work-related goals and objectives to encourage and develop those individuals

Manage the training for mobile staff by formulating structured training plans, establishing record keeping, and revising methods used for teaching skill sets. Security Industry Specialists Cupertino, CA SEPT 2010 – JULY 2013

Full-Time Mobile / (2 weeks ) Acting Standard Supervisor

Leadership role (acting supervisor), conduct daily briefings, beat checks, drills & training

Write reports, Customer Service, document activities, communication skills used frequently

Being able to think and react to critical situations such as medicals and fires

Certified and skilled in First Aid, AED, Hazard Awareness, and first responder Urbansteez.com Online Talent Magazine, Website JULY 2007 to 2016 Creator/ Content Manager

Website management (Joomla platform)

SEO, web design (Photoshop/ illustrator CS)

Lead generation

Talent acquisition

Content builder, create, edit, and manage rich content

Google Analytics and webmaster

Social networking, email marketing, and online marketing Toyota (Nummi) inspector (Temp) Fremont, CA AUG 2009 to MAR 2010 Vehicle inspector

Inspect over 500 vehicles a day

Inspected and identified any paint and body defects.

Created daily vehicle reports and inspection receipts

Pulled damaged vehicles and reported to the assigned department to be repaired. Express Employment Campbell, CA AUG 2008 to JAN 2009 Sales/ telesales- for PropertyMinder INC. (real estate websites)

Cold Calling, updating records, follow ups, scheduling appointments

Sales, customer service, PR, communication, network marketing

Closing/Closer, close accounts, closed sales

Build an ongoing relationship with businesses and customers

Document daily activities

Weekly briefs given for sales advice and website development NYK Trucking Co, Torrance, CA JUNE 2006 to NOV 2007 Assistant account manager (KOHL’S Account)

Managed received and outgoing/ incoming inventory, inventory control

Filled in for Head Account manager when unavailable

Prep for load pick-ups and created receipts

Created daily shipping reports to send to Kohl’s main office

Handled issues and disputes with clients.

Cingular Wireless, Anaheim Hills, CA AUG 2004 to FEB 2006 Customer Care and Sales Rep/ Solutions Team

Received over 60 calls a day, customer service and tech support

Troubleshoot and resolve bill issues and errors

Document daily activities, notate accounts

Sold accessories,placed orders, changed phone plans, created new accounts, cancel accounts, activate phones

Out of a call center consisting of 250+ reps, I was one of 12 people chosen for the solutions team due to high satisfaction and a low call back rate. Computer Recycling Company, Lakewood, CA SEP 2003 to AUG 2004 Full Time Supervisor

Managed a team of 4 people and created work schedules

Scheduled pick up and drop offs for computer hardware and software

Customer Service and Public Relations

Managed payroll on occasions

Mobile Telesys, Cerritos, CA 2000 to 2001

Sales Rep

Sold Wireless service for Verizon

Customer service

Created new services, discontinue accounts, phone activations, performed credit checks

Experienced day to day customer relations, communication frequently used

Researched other phone companies for service and phone comparisons.

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