Lionel A. Medford-King
Brooklyn,NY
Overview
4
4
years of professional experience
Work History
Technical Specialist
Apple
Brooklyn, NY
05.2024 - Current
- Achieved high customer satisfaction by delivering expert technical support for Apple products such as iPhone, iPad, Mac, and Apple Watch. Diagnosed and resolved hardware and software issues, leveraging AI tools for efficient solutions.
- Educated customers about product features, software functionality, and ecosystem integration to enhance their overall user experience.
- Offered all expert level curated solutions to customers and help make strong recommendations which increased GB conversion rate from 7.6 to 13.2
- Implemented immediate help practices by multi tasking with customers, 3 quarters of 1000 Sessions Taken on average while maintaining an 85 NPS score and 85+ TMS score
- Captained the rollout of workflow initiatives like Up Next, Express, Immediate help and F-I-F-O which significantly reduced wait times by 50%
- Streamlined communication between technical support teams to expedite issue resolution processes which decreased turn around time from 124 minutes to 90
- Extensive collaboration with the business team in which generated multiple quarters of 35 plus business intros
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Developed and maintained detailed documentation of technical processes to support team collaboration and information exchange.
Specialist
Apple
Brooklyn, NY
11.2023 - Current
- Assisted customers in selecting optimal devices to meet their needs and preferences.
- Achieved over $1 million in sales revenue while simultaneously driving growth in AppleCare sales.
- Decreased customer 'Genius Bar' wait times 50% by delivering efficient troubleshooting solutions.
- Offered comprehensive mobile carrier support to address customers' phone-related concerns and issues.
- Boosted customer satisfaction through the delivery of exceptional customer service.
- Facilitated over 30 business introductions resulting in a revenue increase of over $50,000.
- Engaged customers through highly detailed product demonstrations.
- Optimized the efficiency of operations in both sale and 'Genius Bar' departments by delivering effective solutions to complex problems.
Shift Leader / Geek Squad
Best Buy
Valley Stream, NY
09.2022 - 11.2023
Sales Advisor
Best Buy
Valley Stream, NY
09.2021 - 09.2022
Education
AAS - Cybersecurity
CUNY: Queensborough Community College
Bayside, NY08-2023
Skills
- MacOS/IOS
- AWS
- Python
- MySQL
- Visual Studio Code
- Android Studio
- Adobe Dreamweaver
- JavaScript
- HTML
- Google Suite
- Microsoft Office 365
- Windows
- Cybersecurity
- Incident Response
- Risk Management
- Cloud Computing
- Digital Marketing
- Social Media Management
- Networking
Timeline
Technical Specialist
Apple
05.2024 - Current
Specialist
Apple
11.2023 - Current
Shift Leader / Geek Squad
Best Buy
09.2022 - 11.2023
Sales Advisor
Best Buy
09.2021 - 09.2022
AAS - Cybersecurity
CUNY: Queensborough Community College