DANIEL ZUR
Dublin,CA
Summary
Dedicated and driven Genius leveraging comprehensive training and exceptional problem-solving abilities to drive technical excellence and contribute to the success of the company, employees, and customers. Proficient in delivering top-notch customer support with a strong focus on customer satisfaction, empathy, and a deep understanding of customer-centric business processes.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Genius
Apple Inc.
Walnut Creek, CA
04.2022 - Current
- Achieving a consistent 95% customer satisfaction rating by delivering exceptional service, proactively addressing customer concerns, and being the go-to team member for handling the highest number of appointments, showcasing exceptional time management and efficiency.
- Demonstrate expertise as a repair technician by not only staying current with operations and repair procedures for all Apple products, but also by effectively training and mentoring fellow technicians to enhance their technical skills and knowledge.
- Proficiently strike a balance between discovering creative customer solutions and serving as a dependable resource in the moment for fellow team members, offering guidance and support in their interactions.
Technical Expert
Apple Inc.
Walnut Creek, CA
07.2021 - 04.2022
- Diagnosed and executed repairs on a wide range of Apple products including iOS devices, Apple TV, Apple Watch, Beats, and associated software.
- Demonstrated adaptability to evolving market demands and future challenges by developing and implementing innovative solutions.
- Provided ongoing mentorship to an expanding team of Technical Specialists, sharing best practices and empowering them with insights for achieving success in their roles.
Technical Specialist
Apple Inc.
Walnut Creek, CA
10.2019 - 07.2021
- Curated unique solutions to different customer situations and technical issues by using a data-driven approach to problem solving.
- Helped customers develop a connection to their devices through passionate verbal and visual communication skills as seen by scoring over 90% in customer satisfaction surveys.
- Suggested product offerings and technology upgrades to customers to improve overall security and happiness within the Apple ecosystem.
At-Home-Advisor Mac+
Apple Inc.
Bloomington, IN
06.2018 - 10.2019
- Achieved Apple’s highest expectations in Teamwork, Innovation and Results during the final Annual Performance Review.
- Resolved customer complaints and concerns by using strong verbal skills that were strengthened through specific job training.
- Followed detailed company guidelines to identify, escalate and resolve bugs at scale before becoming a widespread issue.
Education
Bachelor of Arts - Sports Media
Indiana University, The Media School
Bloomington05.2019
Skills
- Technical Troubleshooting and Repairs
- Customer Service
- Innovative Problem-Solving
- Mentoring and Training
- Time Management
- Adaptability
- Communication
- Attention to Detail
Certification
Apple Certified Support Professional (ACSP)
Google Project Management Certification (Expected Completion 07/24)
Customer Relationship Management
References
References available upon request.
Timeline
Genius
Apple Inc.
04.2022 - Current
Technical Expert
Apple Inc.
07.2021 - 04.2022
Technical Specialist
Apple Inc.
10.2019 - 07.2021
At-Home-Advisor Mac+
Apple Inc.
06.2018 - 10.2019
Bachelor of Arts - Sports Media
Indiana University, The Media School