LOREN GLOSTON
Snellville,GA
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor with 10+ customer support experience.
Overview
18
18
years of professional experience
Work History
Tier 2 Service Pro Team Leader
Kelly Services dba Apple, Inc.
11.2021 - 10.2022
- Provided 15-20 team members with guidance in handling recurring or complex problems as well as resolving escalated complaints or disputes
- Supervised team members to ensure members were adhering to quality standards, proper procedures, and correcting errors or problems
- Cross trained and instructed 15-20 team members and fellow employees in job -duties and company policy or arranged to have training provided
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for team members, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborated with other team leaders to establish shared goals and ensure alignment across teams.
- Held weekly team meetings to inform team members on company news and updates.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Tier 2 Service Pro Supervisor Dba Apple Inc
Kelly Services
01.2020 - 11.2021
- Supervisor for Apple’s Agreement Administration, Technical and Apple Pay departments, as well as maintaining previous supervisor role with Media Services.
- Assisted customer with AppleCare issues regarding coverage and billing for device repairs and replacements.
- Assisted customer with iOS software and device issues/concerns and general questions and how-to.
- Assisted customers with all Apple Pay and Wallet issues/concerns and general questions and how-to
- Submitted tickets to engineering per policy and procedures, for known and unknown issues regarding Apple customers’ device or account
- Followed up with customers within 24-72 hours with next steps and/or resolution for device and account issues
- Completed all self-guided training courses at 95% first time pass rate
- Maintained metrics for all departments per Apple’s policy and procedures.
Tier 2 Media Services Supervisor
Kelly Services dba Apple, Inc.
11.2018 - 01.2020
- Assisted Tier 1 Media services specialists with questions regarding policy and procedures.
- Took over calls from Tier 1 if policy and procedure required supervisor takeover and for de-escalation purposes
- Submitted feedback, compliments and complaints per customers’ request and Apple’s policy and procedures.
- Submitted tickets to engineering per policy and procedures, for known and unknown issues regarding Apple customers’ device or account.
- Followed up with customers within 24-72 hours with next steps and/or resolution for device and account issues.
Tier 1 Media Services Specialist
Kelly Services dba Apple, Inc.
08.2016 - 11.2018
- Answered 40-50 inbound calls from Apple customers to assist with questions related to their billing for iTunes and App Store, streaming content, fraud management, product feature inquiries.
- Provided refunds per Apple’s policy and procedure.
- Assisted customers with data sharing and synchronization issues and/or questions.
- Assisted customers with installing and deleting digital content on multiple Apple devices.
- Escalated customers to correct departments and/or Supervisors per Apple’s policy and procedures for further resolutions or issues outside of scope of support.
Retention Specialist
TH Gibbs, Inc Dba State Farm Insurance
11.2013 - 07.2014
- Interacted with all guests, potential customers, and current policyholders creating upbeat and professional atmosphere.
- Assist potential customers and current policyholders with all questions and concerns.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Update changes for policyholders supported by office technology.
- Prepare all mail and faxes to be sent within timely manner daily.
- Boosted revenue by 15% through upselling and cross-selling opportunities during customer interactions.
- Increased team productivity by providing training on best practices for retaining customers.
United Healthcare Provider Services Subject Matter Expert
Wipro, LTD DBA United Healthcare
11.2012 - 09.2013
- Verified medical codes for Providers regarding in network and out of network benefits.
- Average daily call intake of 75-85 calls while assisting Providers with their questions and concerns within 6-8 minutes.
- Assist 65-75 agents on production floor with questions and concerns.
- Educate all agents on floor with any policy or protocol changes.
- Take supervisor calls from providers with complaints, questions, and concerns.
United Healthcare Provider Services Agent
Wipro, LTD DBA United Healthcare
10.2011 - 11.2012
- Act as a benefits and eligibility and claims resolution specialist
- Assist all providers with benefits and claims questions and concerns
- Ensure all clients’ expectations are met and exceeded
- Average a daily call intake of 75 - 85 calls
- Assist all provider calls within 6 minutes.
Caregiver
The Earls Family
05.2004 - 08.2011
- Provide special needs help and babysitting for 2 children.
- Built strong relationships with clients to deliver emotional support and companionship.
- Create and organize fun educational activities.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
Education
Bachelor of Science - Psychology
Georgia Southern University
Statesboro, GA05.2009
Skills
- Teamwork and Collaboration
- Attention to Detail
- Team motivation
- Team Supervision
- Coaching and Mentoring
- Documentation And Reporting
- Performance Improvement
- Complex Problem-Solving
- Analytical Thinking
- Goal Setting
- Leading Team Meetings
- Coaching
- Client Support
- Issue Resolution
Timeline
Tier 2 Service Pro Team Leader
Kelly Services dba Apple, Inc.
11.2021 - 10.2022
Tier 2 Service Pro Supervisor Dba Apple Inc
Kelly Services
01.2020 - 11.2021
Tier 2 Media Services Supervisor
Kelly Services dba Apple, Inc.
11.2018 - 01.2020
Tier 1 Media Services Specialist
Kelly Services dba Apple, Inc.
08.2016 - 11.2018
Retention Specialist
TH Gibbs, Inc Dba State Farm Insurance
11.2013 - 07.2014
United Healthcare Provider Services Subject Matter Expert
Wipro, LTD DBA United Healthcare
11.2012 - 09.2013
United Healthcare Provider Services Agent
Wipro, LTD DBA United Healthcare
10.2011 - 11.2012
Caregiver
The Earls Family
05.2004 - 08.2011
Bachelor of Science - Psychology
Georgia Southern University
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