ASHLEY DIAZ
Nutley,NJ
Summary
Tech-savvy problem solver with hands-on experience resolving hardware and software issues in fast-paced, customer-centric settings. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Technical Expert
Apple
01.2022 - Current
- Lead and motivates team to achieve performance goals through open communication, collaboration, and recognition.
- Maintained a 100% same-unit repair rate throughout the year, contributing to overall store performance and customer satisfaction.
- Make timely, data-informed decisions in fast-paced environments while working with strong attention to detail.
- Brings to life Apple‘s values of inclusion and diversity by constantly seeking and delivering feedback to create a safe space for mentorship
Technical Specialist
Apple
01.2021 - 01.2022
- Troubleshot, diagnosed, and performed repairs of iOS devices, Apple TV, Apple Watch, Beats, as well as other devices and their accompanying software
- Successfully exercised strong human connection, empathy, and set clear expectations in order to repair relationships at the Genius Bar.
- Utilized Apple resources and guides to develop knowledge and to manage ambiguity in times where solutions to customer's concerns were not as obvious.
Apple Retail Contact Center Specialist
Apple
01.2020 - 01.2021
- Responsible for interacting customers to help guide them in finding a personalized solution that meets their needs and set them up for success
- Handled 50+ customer interactions per day, giving detailed, friendly and polite, service solutions
- Clear and empathetic communication when working with customers in a timely manner
Specialist
Apple
09.2019 - 10.2021
- Created memorable experiences and enriched lives by leveraging my knowledge of Apple's products to create owners and educate them on other services that Apple offers.
- Exercised the Apple Steps of Services fully in order to offer total solutions to our customers including information about Trade-in, AppleCare, Business @ Work, Today @ Apple sessions, etc.
Education
High School Diploma -
Academy of Enrichment And Advancement
Union City, NJSkills
- Customer-centered
- Adaptable
- Attention to Detail
- Collaborative Spirit
- Effective Communication skills
- Training and mentoring
Languages
Spanish
Native or Bilingual
Timeline
Technical Expert
Apple
01.2022 - Current
Technical Specialist
Apple
01.2021 - 01.2022
Apple Retail Contact Center Specialist
Apple
01.2020 - 01.2021
Specialist
Apple
09.2019 - 10.2021
High School Diploma -
Academy of Enrichment And Advancement