Ernest Nazario

AppleCare Advisors are our customers’ first point of contact supporting many of

our popular products and services. Advisors are the voice of Apple, providing

world-class a customer service experience.

A successful Advisor represents Apple, embodies our values and strives to

provide solutions to help our customers that use our products and services. They

listen to our customers, while using their knowledge, creativity and passion to

exceed expectations. They seek out opportunities to grow in their role, expand

their skills and deepen their expertise.

CUSTOMER INTERACTION EXPECTATIONS

• Handle each customer interaction and create a positive experience according

to Apple SupportCredo, quality standards, and business guidelines

• Efficiently resolve customers’ issues, by listening to the customers’ needs,

finding innovative ways to eliminate unnecessary escalations, transfers, and

multiple inbound/outbound contacts

• Help achieve the overall business performance goals by following the

behavioral expectations set by your manager, resulting in consistently

maintaining performance within an acceptable range of the staff type averages

for your role

• Build rapport and communicate effectively with all customers, considering

customer and partner’s abilities, communication styles, and preferences to

create a ‘One Apple’ experience

• Utilize various Advisor tools while providing the customer accurate and timely

responses

• Protect our customer’s privacy by ensuring the integrity, accuracy, and

confidentiality of their information

OPERATIONAL EXPECTATIONS

• Consistently adheres to the AppleCare attendance policy including adhering to

AppleCare’s and Apple’s Time away policies and procedures

• Work independently and productively by following your assigned schedule

each day

Apple Confidential Internal Use Only Revised June 2024• Align actions to the AppleCare Credo, and contributes to a more diverse and

inclusive environment

• Be curious and consider different perspectives for the best outcome

• Demonstrate respectful behaviors that support a more diverse and inclusive

work environment

• Be there for our customers by taking contacts and interactions consistently

• Learn and take on new challenges by adapting to business needs to support

customers across multiple regions, channels, queues and skills

• Be flexible to move across a variety of support channels and working hours to

meet the ever-changing business needs

• Every Advisor and every hour worked has an impact on the customer

experience. Consistent and reliable attendance is key to your success which

means contributing your part by regularly working your scheduled weekly

hours

• Develop and cultivate skills in identifying, troubleshooting and delivering

customer orientated solutions

• Comply with AppleCare’s onsite or AHA workplace expectations and Apple’s

business conduct and integrity standards

• Adhere to Apple’s Information Security policies to protect Apple's confidential

and sensitive information, as well as the information of third parties

• Successfully complete assigned training in a timely manner, ensuring

comprehension and application in your role

• Use available tools and resources to efficiently facilitate each customer

experience

• Share, seek, and implement constructive feedback and expertise from your

colleagues

• Partner with leadership to meet personal and business development goals

appropriate for the role

• Apply behavioral coaching provided by leadership to meet business goals for

the role by maintaining proficiency in all support types

• Respond to and complete administrative tasks on time while maintaining a

functional workstation in accordance with Apple's Standards

• Utilize time management skills, including multi-tasking, organizing and

prioritizing daily tasks

• Share information and knowledge on products and processes to help improve

customer experience

• Identify opportunities with processes or procedures which impacts customer experience and escalate appropriately

• Respond to customer inquiries, solve problems, educate, and answer questions regarding coverage, rates, billing issues, and general policy reviews.
  
• Identify customers' insurance needs and recommend additional products and coverages.
  
• Handle inquiries and transactions for single lines of business.
  
• Process cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive systems.
  
• Advocate for and educate on Progressive's products and services.
  
• Utilize software applications to track information and answer inquiries.
  
• Partner with assigned coach or supervisor to continually develop skills and improve results.
  
• Stay current on products, services, and procedures.
  
• Demonstrate flexibility to better meet customer needs.
  
• Adhere to attendance policy and Progressive's flexible schedule policies and practices.
• Managed over 50 customer calls per day.
• Increased customer base by adding missing eligible and qualified drivers by 10%.
• Discussed options with clients and determined appropriate plans.
• Discussed options with clients and determined appropriate plans
• Suggested add-on services that would be helpful to customers and improve bottom line.

• Acted professionally and patiently in all interactions with customers, establishing rapport while performing the full range of customer service and technical support functions.
  
• Proactively worked to resolve customer issues completely.
  
• Used expert customer solutions and negotiation problem-solving skills to resolve complex and non-routine customer concerns.
  
• Demonstrated expert knowledge of all Verizon Wireless operating systems, online tools, and troubleshooting.
  
• Communicated complex and technical answers clearly and concisely.
  
• Took ownership and accountability in resolving all customer issues and ensured effective follow-up.
  
• Managed a high volume of inbound and outbound customer calls.
  
• Addressed and resolved customer product complaints empathetically and professionally.
  
• Met or exceeded service and quality standards consistently.
  
• Assisted in department initiatives as needed.
  

• Provided an elevated customer experience to generate a loyal clientele.
  
• Consistently met and exceeded monthly sales and retention objectives through inbound and outbound calls.
  
• Focused on customer retention and churn reduction.
  
• Handled a broader call base and maintained first call resolution.
  
• Provided customer service and support, including service activations, product fulfillment, troubleshooting, and more.
  
• Utilized internal web-based applications for information gathering and customer orders.
  
• Troubleshot and resolved issues related to provisioning.
  
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  
• Helped drive sales goals and achieve monthly quotas.
  
• Provided guidance to less experienced team members and took on offline projects.

• Assisted customers with equipment issues, phone programming, exchange processing, and other customer service tasks.
  
• Operated multiple billing and tracking systems.
  
• Improved call center functionality and service capacity.
  
• Addressed and resolved customer product complaints empathetically and professionally.