Customer Support & Travel Partner Manager

MECHAEL

CHOATE

*************@*****.***

210-***-****

Marion, TX 78124

Bold Profile

Experienced customer service and technical support professional with over 20 years of success in customer experience, technical troubleshooting, partner onboarding, and event marketing. Proven ability to resolve escalated issues, lead cross-functional communication, and manage high-profile accounts across industries including technology, telecommunications, and hosting services. Skilled in team collaboration, client relations, and delivering consistent, high- quality service in fast-paced environments.

PROFESSIONAL SUMMARY

SKILLS

• Customer Escalation & Resolution

Technical Troubleshooting (iOS,

iTunes, Apple ID, Mac)

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• Event & VIP Marketing Support

Fraud Investigation & Account

Security

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Enterprise & Education Support

(VPP)

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• Relationship building

• Problem-solving

• Active listening

• Chat and email support

• Client relationship management

• Teamwork and collaboration

• Excellent communication

Samuel Clemens High School

Schertz, TX

High School Diploma

EDUCATION

Apple Inc. - Senior Services Advisor / Tier 2 Support Specialist San Antonio, TX • 05/2012 - 11/2025

Rackspace Hosting - Partner Readiness Manager

San Antonio, TX • 07/2010 - 03/2012

CLEAR Wireless - Market Development Representative San Antonio, TX • 09/2009 - 04/2010

Sprint - Sponsorship & Entertainment Marketing Manager San Antonio, TX • 10/2000 - 03/2009

AT&T - Customer Service Representative

San Antonio, TX • 09/1990 - 01/1999

WORK HISTORY

Delivered advanced support for Apple services including iOS, Apple Media, iTunes, Apple Pay, and AppleCare+.

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Resolved complex escalations via phone, chat, and email, coordinating with Tier 1 teams and engineering support.

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• Managed fraud and account security issues.

• Supported enterprise and education clients.

Provide expert troubleshooting for Mac, iOS, Media and iCloud services.

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Onboarded new partners and identified sales opportunities for solutions engineers.

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• Supported the development and execution of the channel program. Organized and tracked promotional events, sponsorships, and market activities.

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Executed high-profile launch events and drove brand visibility in local markets.

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Negotiated and managed barter/VIP agreements and served as primary point of contact for VIP NFL clients.

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Supported NASCAR partnerships and coordinated logistics for over 4,500 VIP service lines.

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