Cesar Ordonez
Atlanta,GA
Summary
Detail-oriented Operations and Technical Support Professional with over four years of experience managing high-volume service workflows across phone, email, and chat. Proven track record in optimizing operational efficiency by implementing mentorship programs and streamlining troubleshooting processes that increased team productivity and service quality. Adept at maintaining internal documentation, tracking service metrics, and coordinating cross-functional support in remote environments. Committed to continuous process improvement and delivering a seamless, customer-first support experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Mac Genius
Apple Inc.
03.2022 - Current
- Operational Leadership: Designed and implemented a mentorship program for staff, increasing team knowledge retention and improving overall service quality scores.
- Workflow Optimization: Mastered advanced troubleshooting and case management, serving as a primary expert for complex technical and operational issues.
- Support Coordination: Supported hardware, software, and operating systems while managing user setups and access rights.
Technical Expert
Apple Inc.
08.2021 - 03.2022
- Process Improvement: Implemented a streamlined troubleshooting process for iOS devices, resulting in an increase in daily repair completions and improved customer wait times.
- Communication & Escalation: Leveraged active listening and conflict resolution to manage challenging interactions and build trust.
- SOP Execution: Consistently applied technical expertise to provide accurate and efficient solutions to complex user issues.
At-home Sales Advisor
Apple Inc.
09.2020 - 08.2021
- Remote Operations: Managed high-volume customer inquiries via online chat, achieving a high first-contact resolution rate in a fully remote environment.
- Task Management: Optimized multi-tasking abilities to handle multiple simultaneous service threads, resulting in an increase in daily resolved inquiries.
Geek Squad Consultation Agent
Best Buy
01.2019 - 09.2020
- Service Coordination: Managed hundreds of support interactions with a high customer satisfaction rate, focusing on hardware and software resolution.
- Technical Guidance: Provided tailored recommendations and technical support, fostering long-term client relationships.
- Documentation: Developed and maintained a personal knowledge base to expedite issue resolution while ensuring high-quality, standardized responses.
Education
Bachelor of Science - Information Technology
Georgia Gwinnett College
Skills
- Technical: Microsoft Applications (Excel, Word, PowerPoint, Outlook), SQL, Java, iOS, macOS, Networking (subnets, routing)
- Operations: Workflow Optimization, SOP Documentation, Ticket Tracking, Case Management, Remote Collaboration
- Languages: English (Bilingual Proficiency), Spanish (Bilingual Proficiency)
- Core Strengths: Teamwork, Problem-Solving, Management, Critical Thinking, Communication
Certification
- Apple Certified Associate: Mac Integration Basics 10.12
- Microsoft Technology Associate: Networking Fundamentals (MTA)
- Java Fundamentals
Timeline
Mac Genius
Apple Inc.
03.2022 - Current
Technical Expert
Apple Inc.
08.2021 - 03.2022
At-home Sales Advisor
Apple Inc.
09.2020 - 08.2021
Geek Squad Consultation Agent
Best Buy
01.2019 - 09.2020
Bachelor of Science - Information Technology
Georgia Gwinnett College