Andrea Hickland

Senior Apple Advisor

Conduent: Apple Compaign

01.2019 - Current

Deliver value and customer satisfaction by properly managing time and priorities.
Accurately and efficiently navigate various computer systems and applications while simultaneously providing real-time client support.
Maintain a positive working environment with both co-workers and customers from diverse cultural backgrounds.
Execute work and perform well under pressure, demonstrate teamwork and facilitate successful teams by contributing and collaborating with teammates during team settings.
Facilitate teamwork and successful teams by contributing and collaborating with teammates during team settings.
Demonstrate self-motivation and the ability to work well independently.
Remain flexible and adaptive to constant change.
Continuously learn about products, program offerings, computer tools and process changes by independently reviewing available materials.
Authorized to provide appeasements, replacement products and complimentary service to eligible customers, as well as refunds and repairs.
Exercise professional judgement and demonstrate problem solving abilities being an engaged customer advocate and continuing to meet and exceed performance targets.
Protecting Customer Information
Issuing refunds
Providing exceptions for free repairs and accessories
Contributed to team success by consistently meeting or exceeding performance metrics in sales and service quality.
Maintained up-to-date knowledge of Apple products and services, remaining an invaluable resource for customers and colleagues alike.
Implemented innovative problem-solving strategies to resolve customer concerns swiftly and efficiently.
Enhanced customer satisfaction by effectively resolving technical issues and providing expert product knowledge.
Assisted in the creation of user guides and video tutorials for common technical issues faced by customers.
Supported new team members through mentorship and training initiatives, promoting professional development.
Served as a liaison between customers and higher-level support teams when necessary for escalated concerns.
Conducted in-depth product research to provide customers with informed recommendations tailored to their needs.
Delivered exceptional customer service through timely and accurate issue resolution, fostering brand loyalty.
Collaborated with cross-functional teams to address complex customer inquiries, ensuring comprehensive support.
Tailored communication style according to individual customer preferences, creating a more personalized service experience.
Achieved excellent feedback scores from customers due to efficient problem-solving abilities.
Boosted team productivity by sharing expertise and assisting colleagues with troubleshooting techniques.
Provided personalized assistance for device setup, configuration, and troubleshooting, enhancing user experiences.
Guided customers through software updates and hardware installations, ensuring optimal device functionality.
Participated in ongoing trainings to stay current on company policies, procedures, and best practices for optimal job performance.
Managed high volume of inbound calls while maintaining exceptional levels of professionalism under pressure.
Developed rapport with clients by actively listening and empathizing, creating a positive customer experience.
Streamlined internal communication processes to improve overall efficiency within the Apple Advisor team.
Proactively identified emerging trends in customer inquiries, offering preemptive solutions to address recurring problems.
Diagnosed and troubleshot hardware, software and network issues.
Responded to customer inquiries and provided technical assistance over phone and in person.
Installed and configured operating systems and applications.
Installed, configured and maintained computer systems and network connections.
Configured hardware, devices, and software to set up work stations for employees.
Researched and identified solutions to technical problems.
Created user accounts and assigned permissions.
Monitored system performance to identify potential issues.
Configured and tested new software and hardware.
Tested new software and hardware prior to deployment.
Patched software and installed new versions to eliminate security problems and protect data.
Developed and implemented preventive maintenance procedures.
Generated reports to track performance and analyze trends.
Helped streamline repair processes and update procedures for support action consistency.
Maintained servers and systems to keep networks fully operational during peak periods.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Offered assistance in implementing and developing training programs.
Assisted in development of system security protocols.