Ben Veazey

Global Store Support Help Desk Coordinator

Apple

01.2016 - Current

Resolved escalated issues about wide-ranging issues including: Merchandising, Backstage Operations, NetPromoter, Transactions, Fulfillment Programs, Today @ Apple among others.
Support Apple Retail and GRS teams globally to identify, document, analyze and report emerging issues, trends, and key email and call drivers.
Provide support to all levels of Apple Retail Store team members and drive resolution on over 100 Global Store Support tickets on a weekly basis.
Worked various shifts including nights and weekends to ensure global store teams had excellent support from GSS at all times.
Provided operational support for the following Apple Retail systems: Cash Admin, POS Admin, SAMS, Medallia, Catalog, Toolbox, Hello and others.
Created and maintain internal team metrics dashboard in Tableau which allows leadership to view key team metrics including handle time, volume, ticket resolutions and type of escalation.
Analyzed and provide customer insights to leadership teams to help guide decisions about Apple Retail Store programs, standards and initiatives.
Worked with cross-functional teams to successfully roll-out multi-channel product fulfillment including Apple Pickup, Immediate Delivery & Ship from Store initiatives.
Created a comprehensive process and criteria for team members to escalate, review and remove NPS survey comments.
Partnered with cross-functional teams to ensure all aspects of support projects are communicated, supported, and delivered to the highest standards.
Managed user account information for all of Apple's Medallia users.
Participate in meetings and trainings with various Global Retail Support partners to ensure Global Store Support is aligned with new or changing business initiatives to support Apple Retail stores.
Created internal process documentation to guide team members to the correct resources for ticket resolution
Identified clear connections between policies and business results to eliminate or reduce confusion and help Apple Retail stores achieve goals.
Trained and mentored new employees, providing guidance and direction on Global Store Support standards and procedures.
Lead Global Store Support in global command centers for new product introductions.