Andre Carpenter
Mcdonough,GA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Creative Media Advisor
Apple Inc.
Elk Grove
06.2010 - Current
- Tech Support for Pro Video/Audio/Photo Software and Customer Service
- Strong ability to Multi-task across different systems and applications, to analyze, isolate and resolve any and all issues the customer may have while using our software
- Chosen by senior management as subject matter expert to assist in training/mentor employees on how to deliver an excellent customer services experience and professional workflow
Music Production/Event Promotions
10.1995 - Current
- As a Music Producer created original, inspirational and motivational sounds for a wide range of listeners
- Credits include Def Jam, Sony, and Universal to name a few
- As a composer and director, worked with many artists, to assist in the creation of new music
- Music is distributed and sold thru the use of social media and streaming services
- As an independent business owner Developed relationships with start-up and established bands, advised on arrangements and methods to improve songs in order to deliver a marketable finished product
- Participated in brainstorming sessions with regards to creative ideas, sourcing and developing musical talent, producing original music and procuring/licensing for artist music such as ASCAP
- As an Event Promoter developed and maintained positive relationships in the Music Industry with artist, Labels, celebrity management/agents/guests and upcoming new artists in a collaborative team setting environment
- Negotiated venues and scheduling of Artist to perform
- Exercised my negotiation skills to artist booking and venue contracts and budget management
- Developed time management skills to keep a project on track until completion and met all event deadlines
Customer Support Specialist
Apple Inc.
Elk Grove
10.2019 - 10.2024
- As a Customer Support Specialist, I worked as a leader to improve the customer experience with each encounter to ensure satisfaction with the outcome.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Assisted in developing training materials related to new products or services being released.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Participated in team meetings to discuss strategies for improving customer experience.
- Investigated customer complaints regarding product quality or service rendered.
- Worked with cross-functional teams as a leader to create and support the programs, events, and community, alongside Inclusion, Diversity, and strategic business partners.
- Worked as a leader to create and support the programs, events, and community alongside Inclusion, Diversity, and strategic business partners. Experiences that help others get the most from the Apple ecosystem. Drive ownership by recommending solutions that meet customers' needs.
Continuity Advisor
Apple Inc.
Elk Grove
10.2007 - 06.2010
- Hired as one of the original Continuity Advisors
- Worked with customers to enable them to become more knowledgeable on the use of their devices
- Strong ability to troubleshoot and resolve technical problems the customer may have on their devices
Education
Some College (No Degree) - Music Theory and Composition
Consumes River College
Elk Grove, CACertificate of Technical Studies - Apple certified hardware/Software technician
Apple Certification
Elk GroveSkills
- Strong Verbal Communication
- Strong relationship builder and collaborator
- Team leader and negotiator
- Pro Audio, Photo, Video Production
- Knowledgeable about current pro audio, photo, and video workflows
- Excellent time management skills
- Excellent customer service skills
- Innovative and creative problem-solving skills
Awards
Multi time winner AppleCare Excellence Award
Accomplishments
- Apple Customer Service Specialist of the Year Award
Certification
- Apple certified hardware technician, Mac OSX software, Final Cut Pro video production software, Logic Pro X Audio production software
References
References available upon request.
Timeline
Customer Support Specialist
Apple Inc.
10.2019 - 10.2024
Creative Media Advisor
Apple Inc.
06.2010 - Current
Continuity Advisor
Apple Inc.
10.2007 - 06.2010
Music Production/Event Promotions
10.1995 - Current
Some College (No Degree) - Music Theory and Composition
Consumes River College
Certificate of Technical Studies - Apple certified hardware/Software technician
Apple Certification
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