Team Lead Technical Support

Liz Liburd

**********@*****.*** 323-***-****

PROFESSIONAL SUMMARY

Experienced team lead with over a decade at Apple, known for developing people, resolving complex customer challenges, and improving retail operations. Skilled in coaching, cross-functional collaboration, and driving a culture of service and accountability in fast-paced environments.

EXPERIENCE

LEAD, APPLE; NORTHRIDGE, CA — 2023-PRESENT

• Lead daily floor operations, guiding teams through service and sales goals while maintaining strong communication and morale.

• Identified process gaps and improved customer flow and team efficiency during high-volume periods.

• Handled customer escalations with empathy and ownership, helping restore trust and build loyalty.

• Mentored peers through regular coaching and performance feedback, improving team engagement and skill development.

EXPERT, APPLE; NORTHRIDGE, CA 2019 –2023

• Played a key role in onboarding new hires, delivering hands-on training to build confidence and product knowledge.

• Provided expert-level support on the floor, assisting customers and teammates with technical and product-related questions.

• Collaborated with leaders on service improvements and led cultural sessions to reinforce Apple’s core values.

• Shared constructive feedback with peers, fostering a growth-focused work environment.

TECHNICAL/SALES SPECIALIST; SHERMAN OAKS, CA 2011 – 2019

• Delivered technical support for Apple devices, diagnosing issues and offering repair or replacement solutions.

• Supported AppleCare+ and warranty cases, balancing speed with quality in customer care.

• Contributed to various store functions including operations, business sales, and visual merchandising.

LEAD CASHIER, TOYS “R” US; PORTER RANCH, CA 2008 – 2013

• Managed cashier coverage and trained new hires, ensuring smooth customer flow during peak hours.

• Balanced drawers and supported management by overseeing front-of-store operations.

EDUCATION

California State University, Northridge

B.S. Business Administration, Expected 2029

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