Jose Brito
Essex Junction,VT
Overview
6
6
years of professional experience
Work History
Customer Experience Agent
Slack
11.2021 - Current
- Investigate customer issues using various tools and respond empathetically and promptly. Averaging 16+ tickets per day
- Triage incoming tickets/requests, spot trends, and alert the team of potential incidents. Closed out 3000 tickets during one of Slacks biggest incidents
- Identify, test, and report bugs to engineering while setting proper user expectations
- Share customer feedback with engineering by linking tickets to relevant Jira projects
- Participate in 2-3 enablement projects per month to prepare the team for new product releases
- Update internal knowledge base documentation
Senior Technical Support Agent (iOS + MacOS)
Apple
03.2020 - 10.2021
- Answer escalated calls from Tier 1 Support and guide agents in higher-level troubleshooting
- Perform advanced troubleshooting when previous agents cannot resolve the issue
- Document steps taken and set expectations; escalate to engineering when necessary
- Provide warranty exceptions to maintain customer loyalty
- Tier 1 iOS Support
- Support customers with technical issues and document each step to assist other agents
- Teach non-technical users troubleshooting steps over the phone without visual aids
- Occasionally provided support in Spanish
- Promoted to Senior Technical Support Agent within six months; obtained MacOS certification
Sales Agent
Apple
01.2020 - 07.2020
- Match customers with products based on their lifestyle and needs
- Consistently met sales targets and followed procedures to support inventory management
- Supported operations team, leading to a promotion
- Sold around $100,000+ in Apple products in 5 weeks.
Operations Specialist
Apple
07.2018 - 03.2020
- Accurately receive and restock inventory to support the sales team
- Participated in overnight inventory audits achieving 99% accuracy
- Delivered orders to the front of the house, engaging with customers.
- Collected, arranged, and input information into database system.
- Improved operational efficiency by streamlining processes and implementing new systems
Education
Associate of Arts -
Valencia College
Orlando, FL01.2009
Skills
- Slack
- Zendesk
- Jira
- Guru
- Assembled
- Microsoft Office 365
- Google Suite
- MacOS/iOS support
- Cross-Functional Communication
- Remote Support
- Spanish Fluency
Timeline
Customer Experience Agent
Slack
11.2021 - Current
Senior Technical Support Agent (iOS + MacOS)
Apple
03.2020 - 10.2021
Sales Agent
Apple
01.2020 - 07.2020
Operations Specialist
Apple
07.2018 - 03.2020
Associate of Arts -
Valencia College