April Zakala
Clearwater
Summary
Dynamic leader with a proven track record at Apple Inc., adept in strategic planning and staff development. Excelled in enhancing team productivity and customer satisfaction through innovative management and effective problem-solving. Skilled in fostering professional growth and leveraging teamwork for achieving objectives. Demonstrates a strong commitment to results analysis and staff management, ensuring operational excellence and strategic success.
Overview
12
12
years of professional experience
Work History
Associate Manager
Malwarebytes
09.2023 - Current
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Mentored and supported 10 Customer Support employees to create strong workplace culture.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Defined clear targets and objectives and communicated to other team members.
Team Manager
Apple Inc.
06.2022 - 09.2023
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Media Services Support Senior Advisor
Apple Inc.
09.2014 - 06.2022
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
- Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.
- Mentored junior advisors, fostering professional development and enhancing overall team performance.
- Developed a strong understanding of emerging trends and technologies in the industry, enabling informed decision-making on potential investments or strategic partnerships.
- Championed continuous improvement efforts throughout the organization by identifying process inefficiencies and implementing best practices, driving increased productivity and cost savings.
- Conducted regular reviews of support tickets, identifying trends and recommending improvements to management.
ITunes Store Tier 1 Advisor
Apple Inc.
09.2012 - 09.2014
- Maintained up-to-date knowledge on company products, policies, and procedures to provide accurate information to customers.
- Participated in ongoing professional development opportunities, staying current with industry best practices for customer support delivery.
- Managed challenging situations calmly and professionally to ensure positive outcomes for both the customer and the business.
- Leveraged strong multitasking skills to manage multiple support channels simultaneously while maintaining high levels of service quality.
- Reduced call resolution times by utilizing effective troubleshooting techniques and tools during issue diagnosis process.
- Promoted a positive work environment by fostering open communication channels and supporting team members in their professional growth.
Education
Associate of Applied Science - Criminal Justice
Herkimer County Community College
Herkimer12-2007
Skills
- Staff management
- Strategic planning
- Results analysis
- Customer service
- Team leadership
- Staff development
- Schedule oversight
- Problem-solving
- Scheduling and planning
- Reporting and documentation
- Teamwork and collaboration
Accomplishments
- Designed and launched the "Trend Tracker" Project, resulting in a 13% reduction in recurring fraud/account takeover.
- Supervised team of 18 staff members while employed with a Fortune 500 company.
- Developed official quality assurance process for customer-facing roles, resulting in a 7% increase in customer satisfaction (CSAT)
Timeline
Associate Manager
Malwarebytes
09.2023 - Current
Team Manager
Apple Inc.
06.2022 - 09.2023
Media Services Support Senior Advisor
Apple Inc.
09.2014 - 06.2022
ITunes Store Tier 1 Advisor
Apple Inc.
09.2012 - 09.2014
Associate of Applied Science - Criminal Justice
Herkimer County Community College
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