Jonathan Treekin

ALAC Senior Technical Specialist

Apple

02.2010 - 05.2023

Led and managed multiple high-impact projects, driving successful outcomes and exceeding customer expectations.
Coordinated "All Latin America and Caribbean" (ALAC) Senior Specialist Team as Logistics Admin, ensuring seamless collaboration and achieving project goals.
Collaborated with cross-functional teams, including Apple's Executive Relations, Engineering, and Quality Program Managers, to deliver exceptional customer service and resolve technical escalations.
Developed and delivered training materials for Tier 2 Technicians and new Senior Technical Specialists, ensuring knowledge transfer and fostering continuous learning.
Spearheaded introduction of new service strategy for Apple Products in Latin America during COVID pandemic, working closely with Service Vendor Managers and directly contacting clients to manage process and user experience.
Implemented Task Assignment and Metrics Reporting system using Wrike Project Management Collaboration Software, optimizing workflow efficiency and tracking project progress.
Created "ALAC Service Provider Feedback Tool" within Wrike, streamlining feedback intake, managing data entries, and generating comprehensive analytics reports for Quality Program Manager.
Conducted thorough Data Deep Dive on Apple's SOS via Satellite feature, collecting user experience data, analyzing findings, and presenting insights to Apple's Leadership, contributing to risk management and solution implementation.
Led Quality Deep Dive project for AppleCare's Business Manager, driving behavior adoption among advisors interacting with Apple's CRM, implementing new technologies, and creating analytic dashboards for stakeholders.

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