Jonathan A. Porta
Apple Inc.
Austin,TX
Summary
Customer care professional experienced in troubleshooting, cross-functional collaboration, and driving operational improvements in fast-paced, tech-driven environments. Well-versed in RCC procedures through multiple supporting roles, with a proven ability to resolve issues and communicate business impact to partners and leadership. Bilingual (English/Spanish), supporting customers across the U.S., Mexico, and Canada, with a strong background in process improvement and training.
Overview
5
5
Certifications
14
14
years of professional experience
Work History
Response Validation Analyst (Rotation)
Apple Inc.
09.2025 - 03.2026
- Monitored chat functionality and customer support platforms to proactively identify emerging issues and inform reliability improvements.
- Partnered cross-functionally with technical and business teams, providing testing, feedback, and operational insight to shape Apple's guided customer technologies and digital experience strategies.
- Documented findings and recommendations from testing and analysis, supporting continuous improvement in customer containment and overall support experience.
Sales Specialist
Apple Inc.
05.2018 - Current
- Deliver personalized sales and business solutions for SMB and consumer customers by identifying needs and recommending appropriate Apple products and services.
- Consistently exceed team performance benchmarks by prioritizing and resolving customer needs efficiently in a fast-paced environment.
- Analyze workflows and procedures to identify root causes of recurring issues and opportunities to improve employee efficiency and customer experience.
- Up-skilled in customer service, serving as an expert in order issue resolution, partnering cross-functionally with other departments to troubleshoot and resolve issues.
- Support customers across the United States, Mexico, and Canada in both English and Spanish markets.
Personal Sessions Specialist
Apple Inc.
07.2017 - 05.2018
- Conducted interactive product sessions designed to educate customers on Apple products, features, and tools relevant to their personal and professional needs.
- Demonstrated strong multitasking, presentation, and communication skills while delivering engaging customer experiences.
- Researched and maintained extensive product knowledge to provide accurate recommendations and technical guidance.
- Built strong customer relationships through personalized consultations and hands-on support.
Master Trainer
Pink Gloves Boxing
02.2013 - 11.2017
- Designed and led high-performing fitness classes focused on client motivation, retention, and measurable results.
- Developed customized fitness and nutritional programs tailored to individual client goals.
- Played a key role in customer retention efforts through exceptional client support and relationship management.
- Assisted in organizing marketing events and public relations campaigns.
- Conducted onboarding and training for new and existing employees.
Media Marketing Intern
Steel Branding
06.2016 - 08.2016
- Conducted market research to identify target audiences, consumer trends, and effective digital marketing strategies.
- Generated and analyzed campaign performance reports to optimize social media engagement and content effectiveness.
- Assisted in implementing and measuring best-practice social media marketing campaigns.
- Utilized DCM campaign tools to evaluate advertising and engagement performance.
Education
Bachelor of Business Administration (BBA) - Marketing
St. Edward's University
Austin, TX12.2016
Skills
- Problem Solving & Process Improvement
- Customer Relationship Management
- Sales & Business Solutions
- Team Collaboration & Training
- Client Retention Strategies
- Public Speaking & Presentations
- Marketing & Social Media Analytics
Certification
Foundations of Project Management — Coursera
Timeline
Response Validation Analyst (Rotation)
Apple Inc.
09.2025 - 03.2026
Sales Specialist
Apple Inc.
05.2018 - Current
Personal Sessions Specialist
Apple Inc.
07.2017 - 05.2018
Media Marketing Intern
Steel Branding
06.2016 - 08.2016
Master Trainer
Pink Gloves Boxing
02.2013 - 11.2017
Bachelor of Business Administration (BBA) - Marketing
St. Edward's University