Luciano Bitri
Apple Care Advisor
Vlore,Vlore
Summary
Customer-focused Technical & Sales Support Specialist with experience in providing high-quality assistance to clients. Skilled in troubleshooting hardware and software issues, delivering clear and effective communication, and ensuring customer satisfaction. Adept at handling technical inquiries, resolving escalations, and supporting sales processes by recommending solutions tailored to customer needs. Fluent in Italian, with strong interpersonal skills to assist diverse customers effectively. Passionate about technology and committed to delivering exceptional service in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Language
Work History
AppleCare Advisor
Teleperformance
07.2017 - Current
- Utilized Software to appropriately document transactions and pertinent interactions.
- Developed rapport with customers, fostering trust and long-lasting relationships for the company.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Provided exceptional customer support, leading to numerous positive reviews and repeat clients.
- Supported sales initiatives by up-selling AppleCare+ coverage when appropriate during customer interactions.
- Coordinated cross-departmentally when necessary for issue resolution or escalations requiring specialized assistance from other teams within the organization.
- Effectively communicated complex technical information to clients with varying levels of expertise, promoting clarity and understanding.
- Quickly resolved escalated cases, minimizing negative impact on client relations.
- Utilized Type diagnostic tools to identify and solve variety of technical issues.
- Assisted in training new advisors, sharing best practices for optimal performance within the team.
- Multi-tasked Type systems while providing service and resolving customer issues, questions, comments or concerns.
- Continuously developed personal skills through participation in ongoing training opportunities offered both internally and externally.
- Consistently exceeded performance metrics set forth by management within areas of efficiency, accuracy, and customer satisfaction ratings.
- Enhanced customer satisfaction by providing timely and accurate troubleshooting for Apple products.
- Maintained a deep understanding of Apple products and services, promoting informed recommendations to clients.
- Analyzed trends to document emerging issues.
- Conducted thorough diagnostics for hardware or software issues, ensuring accurate solutions were provided to customers.
- Managed call flow to respond to technical support needs of customers.
- Streamlined communication with customers through efficient case management and followups.
- Contributed to achieving team targets by consistently meeting individual goals and expectations.
- Leveraged internal resources such as online documentation and peer collaboration to stay current on rapidly evolving technologies.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Geology
Universiteti I Tiranes
TiranaSkills
1 Customer Communication & Support
Active listening & empathy when assisting customers
Explaining technical issues in a clear, simple way
Handling difficult customers & de-escalating issues
Providing step-by-step troubleshooting remotely or in person
Multitasking between multiple customer interactions
2 Technical Support & Troubleshooting
Diagnosing and resolving hardware/software issues
Supporting Apple devices: macOS, iOS, iCloud, Apple ID
Assisting with network connectivity issues (Wi-Fi, Bluetooth, VPN)
Guiding customers through AppleCare policies and warranty options
3 Problem-Solving & Efficiency
Identifying and resolving issues quickly to improve customer experience
Documenting customer interactions and solutions for future reference
Collaborating with technical teams for complex issue escalation
Timeline
AppleCare Advisor
Teleperformance
07.2017 - Current
Geology
Universiteti I Tiranes