Determined which inquiries required forwarding for more detailed research and assistance. Recorded customer conversations and provided reference numbers for issues needing personal attention. Gained high-level knowledge in managed mobility services to exceed customer expectations. Performed routine calls to adjust services and alleviate the need for request transfers. Assisted management with developing action plans to resolve issues and build effective processes. Identified chronic customer issues by maintaining a detailed customer complaint log.

Manager at Kennedys Bar/Restaurant

October 1, 2020 - May 1, 2021

Implemented positive changes based on customer feedback to maximize restaurant profitability. Developed and implemented strategies to ensure the satisfaction of all guests. Managed and trained key employees in management programs to support career growth. Delegated duties to assistant managers to optimize time management and operational efficiency.

Senior Support Agent at Apple Corporate

November 1, 2016 - December 1, 2019

Evaluated relevant information to handle complex product and service inquiries. Built lasting relationships with clients and team members based on trust and reliability. Utilized expertise in Apple products for both consumer and business purposes. Managed high-volume telephone inquiries and directed calls to appropriate departments. Presented technical slideshows to colleagues regarding new solutions and products.

Retentions / Sales Associate at Rigney Dolphin

January 1, 2016 - August 1, 2016

Retained and upgraded services based on company requirements and customer needs. Coordinated with associates from multiple locations to provide comprehensive support. Monitored cash registers to ensure adequate change from opening to close. Identified and engaged resources to implement account retention resolutions.