CHRISTINA PIACENZA VINCENTZ

*NPS Genius Bar-82%

I have demonstrated my ability to identify and assessed technical issues quickly while building rapport with customers by gaining their trust and being knowledgeable , I have repaired thousands of relationships with customers who may have lost trust in Apple because of technical issues.

* 4 New Business Introductions-I am passionate about new ownership and business engagement. I offer services like our Business team , AppleCare and explain the services to all customers, ensuring they understand the new changes in the agreement.

• QTD- Revenue 8.8K-67% accessory attachment. I am always teaching the customer something new at each interaction and empower them to use the product to its full capability with confidence.
• QTD NPS-Product Zone 100% I let all my customers know about their upgrade options with Carriers using Ways to buy and partner with Product Zone team.
• I have received EE in results for 2 Quarters in row. around Teamwork because I have set clear focuses for myself around feedback through soliciting and coaching with My leadership team and Peers. I am successfully sharing feedback with my peers and mentoring new Technical Specialist.

• Conducted phone interviews to identify potential candidates based on skills and experiences.
• Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
• Performed in accordance with high standards, policies and regulatory guidelines to ensure I was promoting a diverse hiring environment.
• Learned the Apple talent Point the system to keep organized and in compliance with hiring practices at Apple inc.

• Served as primary point of contact for triaging technical issues over the phones.
• Reviewed technical guidelines to verify compliance with information security standards and best practices.
• Ability to multitask through several systems and applications to isolate issues and find the best solutions for the customer while maintaining a (AHT) average wait time of 19 minutes and CSAT of 96%.

• Provided impeccable customer experience and complete solutions for customers while maintaining goal metrics of service attachments such as AppleCare and other services that would build customer ownership and loyalty.
• Collaborated with leads, technicians and other peers to find the best solution for the customer, Always customer focused.
• Ability to provide personal training for new customers, helping them acquire the basic skills to further their engagement with our products.

• Successfully delegated responsibilities to sales specialist, technicians, inventory specialists giving them the opportunity to grow in current roles and develop .
• Worked with a team of leaders striving to facilitate employee development activities through succession planning and one on one meetings. Passionate about Developing our people and bench strength.
• I love to Motivate employees to have drive for results mindset, to identify talents within themselves and have confidence in their potential to be promoted to next level positions and create and meet their career goals.
• Strong ability to foster teamwork and innovation.
• Interviewed, hired and trained employees as they on-boarded.
• Evaluated staffing needs to meet the needs of the business.