Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Feras Faddah

Grand Rapids,MI

Summary

Customer service professional with a strong troubleshooting background and a customer-centric mindset. Proven track record in delivering hardware and software support to customers, devising and implementing technical solutions. Proficient in analyzing system performance and security to optimize the user experience. Specialized in resolving hardware and software issues with Apple devices in customer-focused environments. Possessing extensive knowledge of standard operating systems, networking protocols, and technical support procedures. Acknowledged for guiding teams and enhancing performance through quick-thinking and practical problem-solving abilities. Exceptional skills in issue and conflict resolution to drive team and organizational success. Highly adept in process improvement and traffic control strategies.

Overview

14
14
years of professional experience

Work History

Mac Genius

Apple Woodland
07.2017 - Current
  • Contributed to a positive work atmosphere by maintaining open communication channels with coworkers and management.
  • Enhanced teamwork by effectively collaborating with colleagues during peak hours to maintain timely order fulfillment.
  • Contributed to increased sales by offering knowledgeable advice on compatible accessories and add-ons for devices.
  • Developed personalized solutions based on individual client needs which led to higher rates of repeat business.
  • Assisted customers in troubleshooting technical issues, fostering a positive brand experience.
  • Utilized comprehensive understanding of Apple hardware, software, and services to resolve a wide range of technical inquiries.
  • Streamlined the support process by creating clear documentation of common issues and resolutions.

IS&T HelpLine Analyst

Apple
01.2023 - 06.2023
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.

Apple App Review

Apple
02.2021 - 08.2021
  • Spearheaded initiatives aimed at increasing team efficiency, such as adopting new tools or refining workflows.
  • Provided constructive feedback to App creators for continuous improvement in their work.
  • Established productive working relationships with colleagues through effective communication and collaboration.
  • Demonstrated strong attention to detail when identifying discrepancies between submitted App and platform requirements.
  • Leveraged advanced analytical skills for precise evaluation of sensitive or controversial material.
  • Played a key role in maintaining a safe App Store by swiftly addressing non-compliant or harmful content.

Technical Specialist

Apple Woodland
09.2015 - 07.2017
  • Implemented company policies, technical procedures, and standards for preserving the integrity and security of data, reports, and access
  • Resolved customer issues in a clear, courteous and straightforward manner
  • Demonstrated professionalism and courtesy with customers at all times
  • Identified and solved technical issues with a variety of diagnostic tools
  • Followed up with clients to ensure optimal customer satisfaction
  • Recommended and helped for ownership opportunities, and lead customers to our business team to cover their needs and provide a complete solution
  • Provided specific feedbacks when needed
  • Always seeking to improve my skills.

Cashier/ Customer Service

JCPenney
10.2014 - 08.2015
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.

Floor Super Visor

Hamleys
03.2010 - 07.2013
  • Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
  • Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
  • Boosted sales through effective merchandising strategies and attention to product placement on the floor.
  • Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.

Education

Associate of Applied Science - Business Administration

Ferris State University
Big Rapids, MI
06.2019

BBA - Supervision and Management

Grand Rapids Community College
Grand Rapids, MI
06.2017

High School Diploma -

Alandalus High School
Jeddah, Makkah Province
01.2008

Skills

  • Training and mentoring
  • Employee Motivation
  • Strategic Planning
  • Hardware Repair
  • Software Updates
  • Data Recovery
  • Performance Optimization
  • Arabic Translation Expertise

Languages

Arabic
Native or Bilingual
English
Full Professional

Timeline

IS&T HelpLine Analyst

Apple
01.2023 - 06.2023

Apple App Review

Apple
02.2021 - 08.2021

Mac Genius

Apple Woodland
07.2017 - Current

Technical Specialist

Apple Woodland
09.2015 - 07.2017

Cashier/ Customer Service

JCPenney
10.2014 - 08.2015

Floor Super Visor

Hamleys
03.2010 - 07.2013

Associate of Applied Science - Business Administration

Ferris State University

BBA - Supervision and Management

Grand Rapids Community College

High School Diploma -

Alandalus High School

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