Customer Success Lead

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
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About me

Customer success professional with almost 7 years of technical support, hardware and software troubleshooting, and customer-focused sales.

Professional area


May 2015 Bachelor of Arts @ Vanguard University of Southern California


2021-Present Customer Success Team Lead @ Apple

– Showcased comprehensive software and hardware expertise to optimize customer experience and loyalty resulting in 98% NPS rating
– Successfully trained and mentored sales team of 20, resulting in consistent improvement of sales targets and improved customer experience measured by 90% positive NPS rating and 30% improvement towards sales goal

July 2022-January 2023 Technical Support Manager/Lead Genius @ Apple

– Acted as the primary resource for new strategies and practices, providing support for escalated customer interactions and team member assistance
– Collaborated with management to implement effective strategies, train team members, and contribute to overall store performance and customer satisfaction measured by team reaching #2 in a 34 store market

March 2019-October 2019 Technical Support Admin @ Apple

– Managed key aspects of technical service delivery to ensure smooth operations and goal of 0% shrink
– Collaborated closely with customers and internal technical support teams to deliver outstanding customer service

May 2018-April 2021 Inventory Operations Support @ Apple

– Oversaw the accurate receipt, organization, and distribution of serialized inventory, collaborating with technical teams for audits and maintaining meticulous records
– Contributed to process improvement efforts, ensuring compliance, minimizing discrepancies, and optimizing inventory management procedures for increased operational efficiency

July 2017-August 2021 Product Specialist @ Apple

– Mentored and trained specialists on weekly metrics, enhancing customer experience and product knowledge resulting in team members improved sales metrics of at least 30%
– Implemented new systems and processes to improve sales team efficiency
– Facilitated meetings and labs to optimize customer journey for various operational models during

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