Ben Veazey

Apple

Austin, TX

07.2013 - Current

Manage a 1,000 weekly ticket inbox and phone queue supporting all Apple Retail Stores World Wide, 24/7.
Provide guidance and clarity on all Apple Retail Store policies, standards, procedures and programs.
Support retail and store strategy teams globally to identify, document, analyze and report emerging issues, trends, and key email and call drivers.
Work with cross-functional teams to successfully roll-out multi-channel product fulfillment including Apple Pickup, Immediate Delivery & Ship from Store initiatives.
Curate and maintain a database of 2,000+ FAQ’s that allows our team to provide quick responses to stores questions.
Partner with cross-functional teams to ensure all aspects of support projects are communicated, supported, and delivered to the highest standards.
Own and present data which identifies retail ticket trends to various Retail Support teams on a daily basis.
Assist peers and the field in maintaining awareness of global initiatives, compliance, systems, technology, and current day climate within stores.
Manage user account information for Apple's internal customer feedback tool.
Collaborate with various Retail Support teams to create new or alter existing retail policies based on Retail trends.
Create internal process documentation to guide team members to the correct resources for ticket resolution.

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