Janice C. Talley

Apple Team Manager Tech Support and Tech Support Advisor Utilizing the following experience and skills my time as a team manager with happy was quite productive for my team and my company. With 6 years experience in a management capacity with a large multi-site inbound call/contact/e-care center supervising managers Strong knowledge of support processes and procedures Experience leading a support team in a contact center Experience leading cross functional or cross site groups Experience leading home-based employees, as needed Strong and effective written and verbal communication skills including ability to tailor your message to your audience Creative and curious solution finder Flexible schedule knowledge of call center management tools such as Network Queue call routing, ACDs, call tracking systems, internet technology and reporting, IVRs, and core call center metrics Description At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when hardworking people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact. As a Team Manager who directly manages our Apple Support Advisors. As a customer-focused leader I am self-motivated, friendly and have a passion to solve client issues in an efficient and effective manner. I am effective in leading performance and developing managers through one-on-ones, team meetings, coaching sessions and setting expectations. I am able to execute according to business requirements and provide business level consulting. I am a problem solver and easily connect with customers! I exceed their expectations with my guidance, knowledge, and real passion for technology. I;m enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. I have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage my time. I can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. I effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer.I’m not only here to help fix technical issues, but also provide an incredible customer experience. If this sounds like someone who could benefit your organization please allow me to be apart of your exceptional team. I am committed to helping employees explore their potential. I have professional technical troubleshooting expertise or proven technical ability Experience supporting customers via phone, e-mail, chat, and/or in person Passion for customer service and ownership of the customer experience including comprehensive issue resolution Able to effectively tailor communication and style to differing audiences Able to self manage and work independently in a fast-paced, constantly changing environment Thrives on a team where expertise is shared and feedback is welcomed Effective time management including ability to multi-task, organize and prioritize Able to research and grasp technical information across multiple tools while talking with customers iOS, Smartphone, Tablet, PC or Mac experience Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges Description Description We expect everything from an Advisor that our customers do. I listen to my customers and use my technical expertise, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people. 2013-2015 Conduit Global McLeansville, NC Tier II Technical Support A skilled communicator, able to successfully work with a wide range of end-users to diagnose, troubleshoot and resolve a range of complex software, hardware and connectivity technical issues. Excel in asking probing questions and researching, analyzing and rectifying problems.Providing telephone support to over 60 end users daily, troubleshooting, diagnosing, resolving, and documenting hardware, software, billing and network related technical issues. Including a strong background with hard drives, central processing units (CPUs), laptops, tablets, Ipads, smartphones, video cards, firewalls, and antivirus software. Create, respond to, escalate, and close tickets. Providing detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions. Track all outstanding and closed tickets, working efficiently to ensure any problems are resolved in timely manner. Routinely exceed call-handling goals with an 93% first-call resolution ratio and an average talk-time of 5.5 minutes well below 8.5 minute goal. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.