Hi, I’m
JIMMY PHUONG
Houston,TX
Summary
Experienced and knowledgeable IT professional with over nine years in customer service. Seeking an opportunity to grow professionally using technical and communication skills to quickly and effectively provide top notch assistance to clients, ensuring optimal satisfaction.
Overview
14
years of professional experience
1
Certification
Work History
Apple Inc.
Genius - Desktop Support
08.2021 - Current
Job overview
- Provided unparalleled customer service by addressing inquiries, troubleshooting technical issues, and resolving concerns to achieve high customer satisfaction ratings
- Demonstrated extensive product knowledge and conveyed complex technical information in an accessible manner to customers
- Motivated the team and was able to drive sales of iPhones and services up by 20% in Market Team 4 - AMR Q1FY24 by obsessing over the customer journey, motivating and aligning the team on Apple's priorities, and leading by example.
- Maintained strict confidentiality at all times when handling sensitive documents or managing executive correspondence.
- Provided exceptional customer service as the first point of contact for clients, resolving inquiries efficiently while maintaining a professional demeanor.
- Facilitated seamless communication across departments by maintaining open lines of communication and implementing collaborative platforms.
Apple Inc.
Genius Administrator
06.2019 - 08.2021
Job overview
- Triaged problems quickly and provided precise and clear information while working under minimum supervision
- Kept in constant communication with customers, both in person and via telephone
- Assisted in the rolling out of new repair strategies and procedures requiring constant education and staff training.
- Maintained strict confidentiality at all times when handling sensitive documents or managing executive correspondence.
- Monitored inventory levels closely while submitting purchase orders promptly to avoid stock shortages.
- Created detailed reports on departmental activities for executive review during monthly meetings.
Apple Inc.
Technical Expert
10.2015 - 06.2019
Job overview
- Repairing relationships one customer at a time, led the team by example and was available for questions, and performed modular repairs on Apple devices
- Assessed customers' support needs when they arrived, then provided solutions or referred them to other team members
- Flexibility to regularly rotate through different technical specialties and skill sets.
- Presented complex technical information in an accessible manner during meetings with non-technical customers.
Best Buy
Consultation Agent
10.2010 - 12.2012
Job overview
- Assessed client requirements thoroughly to create customized action plans aligned with their goals and objectives.
- Built rapport quickly and persuaded customers to buy without applying pressure.
- Listened carefully to customers and explained complex insurance information simply and concisely.
- Collaborated with cross-functional teams to develop comprehensive strategies for clients'' unique challenges.
Education
Alief Taylor HSHouston, TX
High School Diploma
06.2008
Skills
- MS Office proficiency
- Patient and diligent
- Team Collaboration
- Adaptability
- Technical Expertise
- Customer services
- Hardware repairs
- Problem-Solving
- Remote Desktop Support
- End-user support
- Help Desk Experience
- Windows Operating System
Certification
ACiT Certified
Languages
Chinese (Cantonese)
Limited Working
Timeline
Genius - Desktop Support
Apple Inc.
08.2021 - Current
Genius Administrator
Apple Inc.
06.2019 - 08.2021
Technical Expert
Apple Inc.
10.2015 - 06.2019
Consultation Agent
Best Buy
10.2010 - 12.2012
Alief Taylor HS
High School Diploma