Jeremy Payne
Durham,NC
Summary
Proven leader and technical troubleshooter, adept in workflow optimization and client relationship building, significantly enhanced customer satisfaction and operational efficiency at Wake Pizza LLC. Skilled in remote technical support and fostering teamwork, and excel in driving results through analytical and methodical approaches, ensuring compliance and achieving company goals with a keen eye for detail and problem-solving.
Overview
6
6
years of professional experience
Work History
Apple Care Advisor
Apple Corporation
03.2023 - Current
- Addressed technical issues for customers, resulting in a significant decrease in unnecessary store appointments.
- Streamlined communication with customers through efficient case management and probing skills.
- Contributed to achieving team targets by consistently meeting individual goals and expectations.
- Managed call flow to respond to technical support needs of customers.
- Adhered strictly to company guidelines regarding data privacy protection when working with customer information.
- Utilized core to appropriately document transactions and pertinent interactions.
- Managed high-stress situations calmly, maintaining professionalism while resolving urgent customer concerns.
- Quickly resolved escalated cases, minimizing negative impact on client relations.
Area Manager of Operations
Wake Pizza LLC
06.2018 - 03.2023
- Conducted regular audits of facility operations to ensure compliance with industry regulations and company policies.
- Led a team of professionals, fostering a collaborative environment to achieve company goals.
- Facilitated communication between departments, resolving conflicts, and streamlining processes for better collaboration.
- Enhanced customer satisfaction by addressing concerns promptly and implementing process improvements.
- Increased overall efficiency by identifying areas for improvement and implementing best practices.
- Monitored daily operations closely, proactively addressing any potential issues before they escalated into larger problems.
- Streamlined operations by implementing efficient management strategies and organizational systems.
- Established clear performance expectations, providing regular feedback and support to team members for continuous growth.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to quality standards.
- Reduced operational costs with thorough budget analysis and strategic resource allocation.
- Optimized staff scheduling by analyzing workload requirements, reducing labor costs without sacrificing service quality or employee satisfaction.
- Improved employee productivity through effective training programs and performance evaluations.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Negotiated contracts and agreements to optimize cost savings and efficiency.
- Traveled to 6 locations per week to manage each store and perform reviews of individual managers and employees.
- Analyzed market trends and customer feedback to develop new strategies for improving operations.
Education
No Degree - Business Administration
Vance Granville Community College
Creedmoor, NC12.2008
Skills
- Empathy and patience
- Client Relationship Building
- Software Installation
- Device configuration
- Workflow Optimization
- Customer Service
- Problem-Solving
- Attention to Detail
- Teamwork and Collaboration
- Organizational Skills
- Active Listening
- Remote Technical Support
- Friendly and Patient
- Technical Troubleshooting
- Highly Professional
- Call Management
- Call Center Operations
- Incoming Call Management
- Software diagnosis
- Technical Documentation
- Analytical and Methodical
Timeline
Apple Care Advisor
Apple Corporation
03.2023 - Current
Area Manager of Operations
Wake Pizza LLC
06.2018 - 03.2023
No Degree - Business Administration
Vance Granville Community College
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