Kelly Foulkrod
Chicago,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Specialist
Apple
05.2008 - Current
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
User Research Coordinator-Vision Pro
Apple
02.2023 - 07.2023
- Joined a cohort of study proctors executing one of Apple's largest user studies aimed at conducting human comfort and perception research.
- Learned and executed a complex study protocol involving hardware prototypes, software scripts, surveys, internal tools, and subject interviews.
- Regularly updated the software on test devices, and inspected/maintained many different hardware prototypes.
- Performed troubleshooting on-the-go during active sessions to cater to participants needs while maintaining the data integrity and ensuring a seamless protocol flow.
- Performed observational research to help the stakeholders identify problems and improve the overall user experience.
Support Advisor
Apple
06.2020 - 12.2021
- Temporarily supported Retail Customer Care for the Apple Online Store.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Visual Merchandiser-Career Experience
Apple
07.2011 - 12.2011
- Trained and supervised junior team members in visual merchandising techniques for consistent brand presentation across the store.
- Coordinated with marketing and promotions teams to verify proper implementation of visual elements of display.
- Maintained and troubleshooted in-store technology used across all departments.
Lead Concierge
Apple
11.2007 - 05.2008
- Assisted with the development and implementation of standard operating procedures, ensuring consistent service delivery across all team members.
- Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
- Contributed to a positive work environment by maintaining open lines of communication with colleagues and actively participating in team-building activities.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Education
Bachelor of Science - Criminology
Portland State University
Master of Science - Emergency Management And Cybersecurity Policy
Arizona State University
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Analytical Thinking
- Data Analysis
- Project Planning
Timeline
User Research Coordinator-Vision Pro
Apple
02.2023 - 07.2023
Support Advisor
Apple
06.2020 - 12.2021
Visual Merchandiser-Career Experience
Apple
07.2011 - 12.2011
Specialist
Apple
05.2008 - Current
Lead Concierge
Apple
11.2007 - 05.2008
Bachelor of Science - Criminology
Portland State University
Master of Science - Emergency Management And Cybersecurity Policy
Arizona State University
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