Customer Advisor
Apple Inc.
Total years of experience :6 years, 2 Months
• Managed customer calls to provide support on incoming inquiries.
• Diagnosed customer technology challenges and guided them to the most efficient solutions.
• Complied with specific SLAs (60 seconds between calls, 80% resolution rate within less than 17 minutes) and resolved technical issues by providing outstanding customer service.
• Verified proper hardware and software configuration, navigated customers through various applications and assisted them with data sharing and synchronization methods.
• Adhered to escalation processes and directed customer calls to the appropriate tiers.
• Followed up with customers to ensure issues were resolved to their expectations.
• Ensured high customer satisfaction rate and received multiple positive customer service feedback based on surveys.
• Provided relatable and empathetic customer interactions while strictly adhering to the company policies.
• Worked closely with team leads to enhance my learning and experience.
• Recognized for my responsibility and efficiency and promoted to Junior Account Manager.
• Developed client relationships, managed stakeholders and identified new business opportunities, potential solutions and estimated efforts.
• Assisted in project initiation for new work orders and supervised junior team members on safety protocols and regulations.
• Took part of client meetings to negotiate contracts and liaised between clients and team members.
• Managed client calls and addressed inquiries and concerns in a timely manner. Assistant Accountant
• Recognized for my high performance and promoted to work in the office as an Assistant Accountant.
• Created cost analysis spreadsheets to collect/analyze information and track financial data to identify profit margins and propose more balanced price points and to enhance informed management decision-making.
• Participated in the digital transformation efforts to digitize files into QuickBooks, by entering data from in voices, receipts and purchase orders and organizing them in the system to enhance the search for client documents.
ALI BAHGAT
• Verified transactions, managed account receivables and issued invoices and purchase orders.
• Prepared and printed cheques for employees and contractors as part of payroll process.
• Followed up with clients on unpaid invoices and orders as part of collections process.
• Prepared medical facilities by taking room measurements to calculate the appropriate ratio of chemicals in preparation for setting up and operating heavy duty sanitization equipment.
• Put a plan to efficiently complete jobs in a timely manner and in compliance with safety measures and com pany procedures (WHMIS, PPE, respirators, etc).
• Given additional responsibilities to prioritize project work and supervise task completion of vendors, sub contractors and team members.
Lozzena (Toronto, Canada) July - October 2018 Cashier
• Worked at the cashier and managed daily financials and operations with minimal supervision.
• Answered phone calls, provided efficient communication about daily specials, store hours, products, pro motions and orders.
• Managed customer expectations during peak hours/high demand by taking the initiative to strategically or ganize tables/seating arrangements to maximize capacity.
• Answered customer calls to assist with reservations, orders/pick-ups, store hours and specials.
• Trained new employees and supervised operational activities to maintain high service levels.
• Maintained high productivity by taking accurate customer orders while efficiently processing payments and trained new team members in cash register operations and stock procedures.
• Promoted team spirit by working closely with coworkers to complete tasks and assist customers.