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I'm Manfred Phua, a versatile Customer/Technical Support Supervisor with over 12 years of hands-on experience across Apple and Windows platforms. I excel at turning challenging customer interactions into positive outcomes, mentoring teams, and delivering data-driven improvements. I enjoy translating complex technical concepts into clear guidance for non-technical users and improving daily operations through structured processes and collaborative leadership. I’m looking for a role where I can leverage my expertise in support operations, customer experience, and data analytics to drive efficiency, elevate service standards, and contribute to the strategic goals of my future workplace.…I'm Manfred Phua, a versatile Customer/Technical Support Supervisor with over 12 years of hands-on experience across Apple and Windows platforms. I excel at turning challenging customer interactions into positive outcomes, mentoring teams, and delivering data-driven improvements. I enjoy translating complex technical concepts into clear guidance for non-technical users and improving daily operations through structured processes and collaborative leadership. I’m looking for a role where I can leverage my expertise in support operations, customer experience, and data analytics to drive efficiency, elevate service standards, and contribute to the strategic goals of my future workplace.

Manfred Phua

Project Manager, UX Designer, UI Designer, +2

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I'm Manfred Phua, a versatile Customer/Technical Support Supervisor with over 12 years of hands-on experience across Apple and Windows platforms. I excel at turning challenging customer interactions into positive outcomes, mentoring teams, and delivering data-driven improvements. I enjoy translating complex technical concepts into clear guidance for non-technical users and improving daily operations through structured processes and collaborative leadership. I’m looking for a role where I can leverage my expertise in support operations, customer experience, and data analytics to drive efficiency, elevate service standards, and contribute to the strategic goals of my future workplace.…I'm Manfred Phua, a versatile Customer/Technical Support Supervisor with over 12 years of hands-on experience across Apple and Windows platforms. I excel at turning challenging customer interactions into positive outcomes, mentoring teams, and delivering data-driven improvements. I enjoy translating complex technical concepts into clear guidance for non-technical users and improving daily operations through structured processes and collaborative leadership. I’m looking for a role where I can leverage my expertise in support operations, customer experience, and data analytics to drive efficiency, elevate service standards, and contribute to the strategic goals of my future workplace.

Available to hire

I’m Manfred Phua, a versatile Customer/Technical Support Supervisor with over 12 years of hands-on experience across Apple and Windows platforms. I excel at turning challenging customer interactions into positive outcomes, mentoring teams, and delivering data-driven improvements. I enjoy translating complex technical concepts into clear guidance for non-technical users and improving daily operations through structured processes and collaborative leadership.

I’m looking for a role where I can leverage my expertise in support operations, customer experience, and data analytics to drive efficiency, elevate service standards, and contribute to the strategic goals of my future workplace.

Skills

Data Visualization

Tableau

Salesforce

Experience Level

Data Visualization

Expert

Tableau

Expert

Salesforce

Expert

Language

English

Fluent

Work Experience

Technical Support Specialist at Align Technology

August 1, 2024 - November 1, 2025

Provided multi-country support (Singapore, Malaysia, Taiwan, Philippines, Indonesia) via phone, email, and Microsoft Teams. Managed 10-20 tickets daily (excluding internal requests) and resolved issues through Remote Support (TeamViewer) while adhering to SLAs. Documented interactions in Salesforce and educated customers on best practices. Conducted onsite visits and weekend support as needed. Supported ANZ region for 4 weeks to significantly reduce ticket volume from 150+ to 20 by addressing rising demand. Took ownership of Non-Product Deficiency tickets and supported process improvements.

Lead Genius (Technical Support Supervisor) at Apple South Asia Pte Ltd

August 1, 2021 - April 1, 2024

Directed day-to-day Genius Bar operations at Apple Orchard Road, including hourly resource planning to ensure full coverage. Led teams through new initiatives aligned with market goals and analyzed data using Medallia and Net Promoter Score to celebrate and improve performance. Employed Tableau for data visualization and conducted Root Cause Analysis to identify opportunities for improvement. Served as escalation point for high-priority issues (including C-suite collaboration with Executive Relations) and partnered with Leadership on strategic changes. Initiated weekly leadership reports and oversaw training/onboarding across multiple locations. Reduced customer wait times by 50% and shortened iPhone repair turnaround by over 45 minutes to meet global standards. Played a key role during product launches with Early Field Failure Analysis to detect potential production issues and refined repair procedures for safety and efficiency.

Genius (Technical Support) at Apple South Asia Pte Ltd

July 1, 2016 - August 1, 2021

Provided critical customer support at the Genius Bar, averaging 40-50 customers daily. Served as Technical Advisor for onboarding, scheduling, training, and mentoring of new hires. Led floor operations as In-Store Lead Genius and contributed to the Repair Room Reinvention to optimize output within limited space. Volunteered for pilot projects to test new repair procedures and communicated updates to the wider team. Collaborated with Leadership to ensure alignment with global guidelines and supported cross-functional teams during major initiatives.

Desktop Support Specialist at Bridges Integrity Services

December 1, 2013 - July 1, 2016

Delivered technical support for diverse clients, including large-scale PC/server deployments for law firms and design companies. Built and configured computers, troubleshooted Windows environments (7/8/Vista), and supported network issues. Generated weekly progress reports, identified blockers, and collaborated with management on effective workarounds. Proficient in Salesforce ticketing and overall hardware/software troubleshooting.