Summary
Overview
Work History
Education
Skills
Timeline
Generic

Isaiah Jordan

Summary

Tech-savvy Applecare Advisor bringing 5+ years of hands-on experience providing thorough support and product resolution for customers, while driving and meeting sales expectations. Systematic and hardworking individual with strong problem-solving and troubleshooting abilities. Skillful in managing call flow, installing software, creating and running team projects, and using intricate company software. Recognized for exceptional, up-to-date knowledge of Apple and Windows technology and applications.

Overview

7
7
years of professional experience

Work History

AppleCare Advisor

Apple Inc.
09.2022 - Current
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Managed call flow to respond to technical support needs of customers.
  • Resolved service and technical problems for customers by asking clear and specific questions.
  • Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
  • Utilized internal Apple diagnostic tools to identify and solve variety of technical issues.
  • Multi-tasked internal Apple systems while providing service and resolving customer issues, questions, comments or concerns.
  • Utilized various software and programs (Microsoft Office, Pages, Numbers, etc.) to appropriately document transactions and pertinent interactions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Monitored system performance to identify potential issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.

Office Assistant

State Of California Department Of Corrections
08.2021 - 02.2022
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Maintained and updated office records, both digital and physical.
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Collaborated with various departments to complete assigned tasks.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Delivered clerical support by handling range of routine and special requirements.
  • Created purchase orders and tracked invoices to avoid missed or delayed shipments.
  • Input data into spreadsheets and databases.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
  • Utilized office management software to record and track customer information.
  • Compiled and analyzed data to produce reports.

Sales Associate

Best Buy Inc
09.2019 - 03.2020
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Developed strong rapport with customers and created positive impression of business.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Managed efficient cash register operations.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Generated new sales leads to achieve and exceed monthly sales goals.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Consistently met and exceeded company standards in sales and product knowledge.
  • Consistently met sale and business quotas while maintaining good rapport and service to customers.

Camp/Kitchen Supervisor

Nature's Classroom Institute
06.2016 - 08.2019
  • Monitored food preparation, production, and plating for quality control.
  • Oversaw grill, stove, and oven, and cleaned equipment after every shift.
  • Controlled food costs and managed inventory.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
  • Developed kitchen staff through training, disciplinary action, and performance reviews.
  • Directed food preparation and cooking activities to meet health and safety standards.
  • Supervised food presentation and plating to enhance visual appeal.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Scheduled and rotated staff for adequate coverage and fair distribution of workload.
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
  • Set and oversaw weekly and special event menu plans.
  • Controlled expenses and boosted profitability by managing food and labor costs.

Education

Associate of Science - Business Administration

Asher College
Sacramento, CA
06.2025

Skills

  • Performance Tracking and Evaluations
  • Policy Enforcement
  • Inventory Oversight
  • Training and Development
  • Project Management
  • Meeting Deadlines
  • Cash Register Systems
  • Sales and Marketing Strategy
  • Diagnostic Tools
  • Microsoft Windows and Office
  • Apple IOS
  • Sales Goals

Timeline

AppleCare Advisor

Apple Inc.
09.2022 - Current

Office Assistant

State Of California Department Of Corrections
08.2021 - 02.2022

Sales Associate

Best Buy Inc
09.2019 - 03.2020

Camp/Kitchen Supervisor

Nature's Classroom Institute
06.2016 - 08.2019

Associate of Science - Business Administration

Asher College

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Isaiah Jordan