James Griffin
Elk Grove,CA
Summary
iOS, Mac OS and Android Senior Support Specialist with proven success Leadership, Customer Relations and Support positions. Extensive training via Apple and Verizon Wireless in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
18
18
years of professional experience
Work History
iOS, Mac OS and Android Senior Support Specialist
Apple Computers Inc.
01.2017 - Current
- Apple Care/ Apple Pay AMR Enterprise
- Apple Pay Support iOS, Watch OS, Mac OS support
- Streamlined support processes for increased efficiency and reduced response times.
- Managed high-volume support tickets while maintaining excellent customer service ratings.
- Proactively identified gaps in internal documentation, creating new materials or updating existing content accordingly.
- Mentored junior team members, fostering professional growth and enhanced problem-solving abilities.
- Conducted regular performance reviews, setting goals, and providing constructive feedback to drive continuous improvement.
Technical Support Data Services Supervisor
Verizon Wireless
01.2006 - 01.2017
- Performed tailored coaching sessions to determine training needs and assist in metric alignment
- Tracked and communicated team performance goals
- Delivered training on team and company policy
- Data Lab point of contact for maintenance and distribution of lab devices
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Real Estate Agent
VGC Real Estate Group
- Guided clients through marketing and sale of their homes and property
- Coordinated all inspections, appraisals and filing of all necessary legal documentation
Apple Care Advisor Team Lead
Apple Computer Inc.
- Consumer level laptop, desktop and iPod support
- Member of Escalations Team working with high risk customers
- Assisted in development of training materials and processes
Education
Art Academy Collage - Transportation Design
Academy of Art University
San Francisco, CA01.1997
Skills
- Strong organizational skills
- Negotiation
- Contract Negotiation
- Works well independently
- Buyer Representation
- Social Media Marketing
Timeline
iOS, Mac OS and Android Senior Support Specialist
Apple Computers Inc.
01.2017 - Current
Technical Support Data Services Supervisor
Verizon Wireless
01.2006 - 01.2017
Real Estate Agent
VGC Real Estate Group
Apple Care Advisor Team Lead
Apple Computer Inc.
Art Academy Collage - Transportation Design
Academy of Art University