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Work Background
TransnetyxCustomer & Product Solutions Specialist
Nov. 2021 - May. 2024Carlsbad, California, United States• Managed client issues from start to resolution, including prioritization and escalation
• Adapted to current business needs by remaining flexible and cross-skilling across different areas of business, demonstrating the ability to thrive in ambiguity
• Employed analytical and problem-solving skills to provide quick and accurate responses to live customer chats, e-mails, and phone calls
AppleTechnical Expert
Apr. 2019 - May. 2021Carlsbad, California, United States• Provided technical support in-store, via phone, and live chat to repair and strengthen customer relationships
• Assisted with management of overall Genius Room performance across 4,500+ repairs, active inventory, queue management, and scheduling
• Assisted with new hire training and peer mentoring
AppleSales and Business Expert
Apr. 2017 - Apr. 2019Phoenix, Arizona, United States• Recognized for market-leading sales and service metrics and AppleCare attachment rates
• Led in-store business workshops to engage with first-time and current business customers and introduce Apple solutions, technology, and services
• Pioneered in-store mentorship program to share effective business practices and behaviors and improve business acumen among team members
Jenny CraigTeam Lead
Jan. 2016 - Apr. 2017Carlsbad, California, United States• Identified internal knowledge gaps and orchestrated sales training curriculum, including self-paced, virtual, and instructor-led courses, to improve sales dexterity
• Fostered a team culture that prioritized the development and success of each consultant and encouraged team members to build and maintain strong working relationships
• Worked independently to review client consultations and provide feedback to each team member to develop and implement effective and efficient strategies to drive business
Men's WearhouseOperations Manager
Jun. 2009 - Mar. 2015Hawaiian Islands• Identified customer needs to upsell higher-value products and ensure all established sales goals were met/exceeded
• Maintained a regular customer base and actively worked to develop lucrative new customer relationships
• Conducted extensive market research to formulate ongoing marketing and sales strategies to increase tuxedo rental revenue
• Led and mentored a team of 4 associates to improve efficiency and improve the customer experience
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