Dennise Vega
Pflugerville,TX
Overview
22
22
years of professional experience
Work History
AHA Team Manager
Apple Inc
11.2015 - Current
- Built cross functional relationships, successfully communicated with all levels of leadership and collaborated with managers to coordinate Mac+ transition for the College Organization for 140 Advisors as Project Manager.
- Top performer in Quality Calibrations with 90%+ quarter over quarter.
- Drove performance of Advisors by creating incentives and positive work atmosphere and administering recognition and rewards programs as Lead for Harris Employee Engagement during Launch and Holiday Peak.
- Community Manager for StrongArmada Gather/Chorus Page.
- Member of College Onboarding team. Interview, hire, create/present content to newly hired College Advisors.
- Managed the following lines of business: Service and Support Admin Customer Replacement Unit Team, Continuity T1 & T2, and College.
Return Materials Authorization Admin
Apple, Inc.
02.2008 - 11.2015
- Find solutions to complex open order returns, maintain multiple databases for RMA resolution, and work with multiple departments to provide Quarterly open RMA losses and successful RMA recoveries.
- Helped establish RMA Admin role for Brazil CRU team and created process flow guidelines/procedures used to trained Brazil RMA admin.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability. Initiated Quarterly Open RMA reporting to lower RMA losses in Brazil.
- Helped Asia Pacific incorporate credit card validation to their Express Replacement orders in order to lower RMA quarterly losses.
- Created process documents for RMA Admin (US & Brazil), CRU Trackers, and Red Table Requests.
- After taking RMA Admin role in 2009, kept all RMA losses to under $75,000 per year.
Customer Replacement Unit Tracker/Customer Relations Advisor
Apple, Inc.
11.2005 - 02.2008
- Download and Distribute open CRU orders to CRU Tracking team as appointed Team Lead.
- Assumed ownership of Manager Escalations to resolve conflicts to promote a positive experience for customers.
- Developed, researched, and delivered multiple presentations and round tables to correct deficient performance and drive behaviors to achieve maximum customer satisfaction.
- Trained advisors in CRU tracking, Field Sales Exceptions, and newly hired CR Advisors.
- Customer Relations inbound call representative and CR Buddy.
Microsoft Quality Assurance Lead
Harte Hanks
11.2003 - 11.2005
- Communicated directly with QA team to resolve user-reported problems and questions during weekly Microsoft client calibration meetings.
- Created process flow guidelines, procedures and case templates for newly discovered viruses.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
Education
Google Career Certificate - Foundations of Project Management
Coursera
12-2024
Associate of Science - Early Childhood Development
Austin Community College
Austin, TX12.2007
Skills
- Technical Proficiency
- Employee Coaching and Motivation
- Professional Relationships
- Course Materials Development
- Employee Interviewing
- New Employee Orientation
- Performance Tracking and Evaluations
- Project Management
- Staff Training
Languages
Spanish
Native or Bilingual
Timeline
AHA Team Manager
Apple Inc
11.2015 - Current
Return Materials Authorization Admin
Apple, Inc.
02.2008 - 11.2015
Customer Replacement Unit Tracker/Customer Relations Advisor
Apple, Inc.
11.2005 - 02.2008
Microsoft Quality Assurance Lead
Harte Hanks
11.2003 - 11.2005
Google Career Certificate - Foundations of Project Management
Coursera
Associate of Science - Early Childhood Development
Austin Community College
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