Chad Webb
CHICAGO,Illinois
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
10
10
years of professional experience
Work History
Senior Advisor Technical support
Apple
02.2021 - 02.2024
- Takes phone calls to provide Tech support for apple customers
- Handles escalated calls and manager duties
- Set in store appointments for customers
- Maintain up to date knowledge about Apple and its policies
- Mentoring and assisting the lower Tiers and the other lines of business
- Skilled in tech support in Iphone, Ipad , Ipod, Macbook, Imac, Mac mini, and Iwork applications.
Call Center Floor Lead
Illinois Tollway Call Center
03.2018 - 08.2020
- Randomly monitor representatives in on calls for quality and assurance
- Establish communication with agent
- Resource for questions, issues, or concerns
- Inform manager of performance issues or needs
- Assist with agent training and troubleshoot technology needs and issues
- Initial performance review of agents and applicable documentation
- Approve time off requests and payroll
- Provide disciplinary action as needed
- Researching inquiries and correcting mistakes.
Call Center Representative
Illinois Tollway Call Center
03.2018 - 02.2019
- Adhere to the Privacy Act as it relates to the confidentiality of information released
- Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies
- Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries
- Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer
- Make recommendations according to customers' needs
- Ability to empathize with and prioritize customer needs
- All payments and adjustments must be posted to customers accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases
- Gather data from customer and other resources as needed for problem-solving and communicate to customer.
Bar back
PH.D Pub
05.2017 - 03.2018
- Tidy up tables, counters and other bar areas
- Collect empty glasses and bottles
- Restock the bar with straws, coasters and napkins
- Prepare mixers, juices and cocktail garnishes
- Change out beer kegs and replace liquor bottles
- Remove trash and wipe down drink spills, and refill ice bins
- Assist the Bartenders during rush hours.
Security guard
St. Moritz Security firm
06.2014 - 02.2018
- Enforcing laws, rules and company policies
- Responding to emergencies
- Protect property
- Controlling access to buildings and protecting employees, guests and the public
- Monitoring alarms and surveillance systems
- Patrolling areas and performing security checks
- Writing activity and incident reports.
Education
BACHELORS IN CRIMINAL LAW AND JUSTICE -
University of Illinois at Chicago
05.2014
Skills
Problem solving
time management
active listening
easily adaptable
Timeline
Senior Advisor Technical support
Apple
02.2021 - 02.2024
Call Center Floor Lead
Illinois Tollway Call Center
03.2018 - 08.2020
Call Center Representative
Illinois Tollway Call Center
03.2018 - 02.2019
Bar back
PH.D Pub
05.2017 - 03.2018
Security guard
St. Moritz Security firm
06.2014 - 02.2018
BACHELORS IN CRIMINAL LAW AND JUSTICE -
University of Illinois at Chicago
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