Summary
Overview
Work History
Education
Skills
Certification
Timeline

Brandon Rice

San Antonio,TX

Summary

Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.

Overview

7
7
years of professional experience
1
1
Certificate

Work History

AppleCare Senior Advisor Enterprise & Education

Apple Inc
03.2021 - Current
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Facilitated new customer onboarding process
  • Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
  • Develop and implement enterprise-level MDM strategies and solutions for Apple devices
  • Managed accounts for Device Enrollment application requests
  • MDM integration support with Apple Business/School Manger/Business Essentials
  • Provided big picture consultation of next steps in MDM implementation
  • Created reports for Corporate Support Engineering teams via bug tracking tools, emerging issues and/or complex technical feedback to Engineering teams


AppleCare Senior Specialist Enterprise & Education

Apple Inc
08.2022 - 02.2023
  • Supported department leadership in implementing new policies, procedures and controls.
  • Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
  • Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
  • Offered coaching and resources to help program participants maintain progress and achieve goals.
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
  • Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.

AppleCare Advisor Enterprise & Education

Apple Inc
03.2016 - 03.2021
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Managed call flow to respond to technical support needs of customers.
  • Resolved service and technical problems for customers by asking clear and specific questions.
  • Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Responded to customer inquiries and provided technical assistance over phone

Education

High School Diploma -

Private School, New Braunfels, TX
05.1998

Skills

  • Customer Inquiries
  • Team Goals
  • Professional Relationships
  • Efficient Service
  • Service Delivery
  • Peer Mentoring
  • Consultancy and Advisory
  • Set Up Devices
  • Mission Critical Applications
  • Troubleshoot Service Issues
  • Handling all Enterprise service request
  • Collaborating with multiple deparments to resolve emerging issues

Certification

  • Apple Certified Mac Technician
  • Foundations of Project Management - Google
  • Project Initiation: Starting a Successful Project - Google
  • Managing Project Risks and Changes - University of California
  • Effective Problem-Solving and Decision-Making - University of California

Timeline

AppleCare Senior Specialist Enterprise & Education - Apple Inc
08.2022 - 02.2023
AppleCare Senior Advisor Enterprise & Education - Apple Inc
03.2021 - Current
AppleCare Advisor Enterprise & Education - Apple Inc
03.2016 - 03.2021
Private School - High School Diploma,

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Brandon Rice