Andrea Jones
Newark,DE
Summary
Experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
Technical Expert
Apple Inc.
2022.04 - Current
- Deepen extensive knowledge and stay up to date on Apple products, services, and Genius Bar repair processes and procedures to support efficient and high quality repairs.
- Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.
- Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware ad software.
- Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
- Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.
- Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team.
Training In-Store Experience
Apple Inc.
2025.06 - 2026.01
- Developed hands-on expertise in planning, organizing, and delivering learning activities.
- Served as a mentor and role model, bringing Apple's core value to life while elevating in impact and influence.
- Observed how team members apply their skills and knowledge and provide meaningful feedback that supported their growth.
- Shared store-specific insights with the Training Operations Program Manager and Leadership to strengthen learning initiatives, systems, and tools.
- Partnered with store leadership to align learning focuses with current business priorities.
- Ensured prioritized trainings are completed in alignment with leadership.
- Supported team members in navigating and utilizing learning resources effectively.
Team Trainer
Chick-fil-A
2017.06 - 2024.07
- Developed and implemented training programs for new team members to enhance operational efficiency.
- Mentored staff on best practices in customer service, fostering a positive dining experience.
- Collaborated with management to identify training needs and align initiatives with organizational goals.
- Led by example in all aspects of work, instilling a strong sense of professionalism and dedication within the team.
- Trained other employees in customer service, food safety, and performance requirements.
- Cross-trained existing employees to maximize team agility and performance.
- Greeted customers with smile and provided friendly service to professionally handle every need.
Patient Service Representative
Aspen Dental
2021.08 - 2023.09
- Greet and check in patients in a friendly manner. Collect co-payments and verify insurance coverage. Schedule and confirm patient appointments. Prepare new patient charts neatly and accurately. Various office duties as assigned by Office Manager. Responding to patient billing or financial inquiries, directing to appropriate departments, as necessary. Collect and post payments and record receipts. Balance nightly deposits and complete credit card processing.
- Managed patient scheduling and appointment confirmations to optimize office efficiency.
- Provided exceptional customer service, addressing patient inquiries and concerns promptly.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
Education
Bachelor of Science - Cybersecurity
Wilmington University
New Castle, DE05.2027
Skills
- Microsoft Office
- Leadership and Training
- Communication
- Organizational
- Customer Service
- Problem Solving
- Hardware diagnostics
- Active listening
- Technical troubleshooting
- Multitasking
Languages
English
Native or Bilingual
Timeline
Training In-Store Experience
Apple Inc.
2025.06 - 2026.01
Technical Expert
Apple Inc.
2022.04 - Current
Patient Service Representative
Aspen Dental
2021.08 - 2023.09
Team Trainer
Chick-fil-A
2017.06 - 2024.07
Bachelor of Science - Cybersecurity
Wilmington University