As a Senior Technical Specialist at Apple, I led and managed multiple high-impact projects, driving successful outcomes and exceeding customer expectations. I have over 13 years of experience in the tech industry, specializing in project management, technical support, and customer relationship management (CRM).
I coordinated the “All Latin America and Caribbean” (ALAC) Senior Specialist Team as Logistics Admin, ensuring seamless collaboration and achieving project goals. I collaborated with cross-functional teams, including Apple’s Executive Relations, Engineering, and Quality Program Managers, to deliver exceptional customer service and resolve technical escalations. I also developed and deliver training materials for Tier 2 Technicians and new Senior Technical Specialists, ensuring knowledge transfer and fostering continuous learning. I spearheaded the introduction of a new service strategy for Apple Products in Latin America, leveraging my technical acumen, project management methodologies, and innovative approaches. I am passionate about providing solutions that enhance customer satisfaction and loyalty.
● Led and managed multiple high-impact projects, driving successful outcomes and exceeding customer expectations.
● Coordinated “All Latin America and Caribbean” (ALAC) Senior Specialist Team as Logistics Admin, ensuring seamless collaboration and achieving project goals.
● Collaborated with cross-functional teams, including Apple’s Executive Relations, Engineering, and Quality Program Managers, to deliver exceptional customer service and resolve technical escalations.
● Developed and delivered training materials for Tier 2 Technicians and new Senior Technical Specialists, ensuring knowledge transfer and fostering continuous learning.
● Spearheaded introduction of new service strategy for Apple Products in Latin America during COVID pandemic, working closely with Service Vendor Managers and directly contacting clients to manage process and user experience.
● Implemented Task Assignment and Metrics Reporting system using Wrike Project Management Collaboration Software, optimizing workflow efficiency and tracking project progress.
● Streamlined “ALAC Service Provider Feedback” process, simplifying feedback intake, managing data entries, and generating comprehensive analytics reports for Quality Program Manager.
● Conducted thorough Data Deep Dive on Apple’s new software features, collecting user experience data, analyzing findings, and presenting insights to Apple’s Leadership, contributing to risk management and solution implementation.
● Led Quality Deep Dive project for AppleCare’s Business Manager, driving behavior adoption among advisors interacting with Apple’s CRM, implementing new technologies, and creating analytic dashboards for stakeholders, and training Apple’s leadership on new technology adoption.
● Engaged with Apple frontline customers in inbound calls and served as an escalation point for Tier 2 technicians, addressing highly technical issues and handling Safety and Engineering level technical escalations.
● Provided comprehensive technical support assistance to customers primarily over the phone, logging interactions using Apple’s CRM system and offering support through Apple’s Support Community boards.
● Supported Apple’s executive and VIP clients in North America, Latin America, and Europe, delivering personalized technical assistance and maintaining a high level of customer satisfaction.
● Demonstrated expertise in troubleshooting a wide range of technical issues involving various Apple devices and platforms, including iCloud syncing across multiple devices (Windows and Mac).
● Conducted training sessions and workshops for Tier 2 Technicians and new Senior Technical Specialists, sharing best practices and troubleshooting techniques.
● Maintained a quality calibration score of 85% and above for evaluating call interactions, achieving customer satisfaction ratings of 90% and above, and maintaining a high level of issue resolution.
I’m an energetic team player who enjoys helping people with tasks/projects to complete in a timely manner.
Hello! My name is Brandon – I’m a Customer Success professional with over 8 years of experience in customer-facing roles.
As a multifaceted analyst and engineer with 7 years of experience in the intel and tech industries, I possess a diverse skill set that allows me to contribute to a wide range of technical projects.
I am a self-motivated, reliable and professional with editing skills and attention to detail.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
