Daniel Charland
Summary
Dynamic leader with a proven track record at Apple, recognized for exceeding expectations. Expert in business acumen with clear communication, I consistently enhanced team performance and drove strategic initiatives, resulting in increased customer and company metrics. Proficient in technical troubleshooting and adaptable to evolving challenges.
Overview
12
12
years of professional experience
Work History
Lead Genius
Apple
12.2019 - Current
- Achieved Ovation Award for highest customer satisfaction score in largest volume category.
- Consistently increased NPS each month, achieving near 100% alignment with company benchmarks.
- Developed training plans to enhance team proficiency in operating procedures and processes.
- Supported PZ by addressing current priorities around demo, approaching every customer, AppleCare and closing gaps in technical knowledge.
AppleCare Team Manager
Apple
04.2020 - 06.2023
- Facilitated transition of technical support from in-store to chat during COVID-19.
- Doubled customer satisfaction and issue resolution metrics through strategic initiatives.
- Developed content for global chat meetings focused on current priorities.
- Hosted monthly goal-setting meetings to enhance performance and proficiency within roles.
Genius
Apple
10.2015 - 12.2018
- Directed team efforts and company priorities regarding ownership and trade-in processes.
- Delivered industry-leading support by leveraging net promoter feedback.
- Executed training plans while repairing devices according to Apple repair manuals.
- Resolved technical inquiries for customers considering product purchases.
Technical Specialist
Apple
10.2013 - 12.2015
- Resolved customer issues by applying Apple service standards and demonstrating empathy.
- Troubleshot hardware and software problems to enhance user experience.
- Assisted in sales activities to drive revenue growth as needed.
- Addressed educational gaps in product usage through tailored support and guidance.
Education
Information and Technology
ITT Technical Institute
Skills
- Directs Work
- Clear communication
- Action orientation
- Flexible adaptation
- Develops Talent
- Values Differences
- Strategic planning
- Process optimization
Affiliations
- Photography
- Community Building
- Non Profit Support
Timeline
AppleCare Team Manager
Apple
04.2020 - 06.2023
Lead Genius
Apple
12.2019 - Current
Genius
Apple
10.2015 - 12.2018
Technical Specialist
Apple
10.2013 - 12.2015
Information and Technology
ITT Technical Institute
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