Malik Herrera
New York,NY
Summary
Customer Support Representative with 8 years experience bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Technical Specialist
Apple
10.2019 - 05.2024
- As a Technical Specialist at Apple, I facilitate seamless onboarding for new customers and provide efficient support to existing ones
- Leveraging my expertise in Apple technology, I offer immediate solutions to queries related to iPod, iPhone, and iPad devices
- I also guide customers through personalized training sessions, ensuring they gain essential skills for their photo, video, and music projects
- Additionally, I collaborate with support team members to address more complex issues, fostering strong relationships with customers.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Championed the adoption of agile development methodologies within the organization resulting in faster project delivery and increased flexibility for change requests.
- Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
Apple at Home Advisor
Apple
- Home Advisors are responsible for answering customers’ questions — over the phone or via chat — about Apple products, services, and accessories, including both software and hardware.
- Managed multiple chat sessions simultaneously without compromising attention to detail or communication quality during busy periods.
- Enhanced customer satisfaction by providing timely and accurate technical support for various products.
- Achieved consistently high performance metrics by meeting or exceeding established goals for call quality, resolution time, and customer satisfaction ratings.
- Fostered a positive and supportive work environment by actively participating in team-building activities, sharing knowledge with colleagues, and offering assistance when needed.
- Offered comprehensive guidance on product features, usage tips, and troubleshooting steps to empower customers with self-help solutions when possible.
- Collaborated with cross-functional teams to ensure prompt resolution of escalated issues and improved overall service quality.
- Utilized remote access tools to diagnose and troubleshoot issues on customers'' devices effectively.
Sales Specialist
Apple
- As a Specialist, you’re highly skilled at uncovering customers’ needs, then following through with enlightening solutions
- Not only are you the first person customers meet when they enter the store, but you’re also the person who guides them— advising, selling, and even setting up their new products
- You perform other roles within the store too, whether it’s maintaining visual merchandising or assisting team members.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Increased sales revenue by developing and implementing strategic sales plans.
- Adapted selling approach based on each customer''s unique needs/preferences; tailoring product offerings accordingly.
- Delivered engaging sales presentations, effectively communicating the value of products and services to prospective clients.
- Built strong client relationships through consistent communication and effective problemsolving.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
- Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
- Exceeded sales targets by consistently meeting and surpassing monthly quotas.
Sales Support Generalist
Victoria Secret
02.2017 - 08.2018
- The Sales and Support Generalist drives sales growth by flexing into multiple areas of the store including selling, cashiering, processing, replenishing, setting floor sets, and cleaning
- Serving the customer is always a top priority regardless of the work area.
- Communicated with customers to provide information and answer questions.
- Facilitated the development of long-term customer relationships by providing personalized service and anticipating clients'' needs, ultimately driving growth in repeat business.
- Organized training sessions for new sales team members, promoting a smooth onboarding process and rapid skill acquisition.
- Managed inventory levels effectively, minimizing stock shortages while avoiding excess holding costs.
- Boosted sales revenue by developing and implementing effective sales support strategies.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Collaborated with cross-functional teams on special projects to improve overall business performance and achieve strategic objectives.
Sales & Merchandising
AMD Restaurant Supply Ware House
12.2016 - 08.2017
- Personal shoppers provide expert advice and give the highest level of customized and personal customer service possible to individual shoppers
- By giving personalized attention and providing advanced knowledge of products, services, personal shoppers become trusted consultants for shoppers who want an enhanced buying experience.
Accounts Payable Support (Intern)
WellLife Network
05.2016 - 08.2016
- Provide clerical support to the administration department
- Update and maintain accounting journals, ledgers, and other records detailing financial business transactions
- (Disbursements, Expense Vouchers, Receipts, Accounts Payable)
- Assisted in streamlining support processes for increased efficiency and productivity.
- Demonstrated commitment to continuous learning and development by participating in industry events, webinars, and online courses to stay updated on the latest trends and best practices in customer support.
- Provided exceptional service with prompt responses to phone calls, emails, and chat messages from clients seeking assistance.
- Showcased versatility in adapting quickly to new software tools introduced into the work environment as part of continuous improvement efforts.
- Established credibility as a reliable source of information among peers by consistently sharing valuable insights gained from interactions with customers.
Education
Bachelor in Graphic Design -
Los Angeles Film School
Los Angeles, CA01.2022
Skills
- Action-Oriented
- Adobe Creative Suite
- Microsoft Office
- Strong Work Ethic
- Sales experience
- Remote work discipline
- Cross-selling techniques
- Relationship Building
- Client Relations
- Branding and Identity
- Problem-solving abilities
- Critical Thinking
- Technical Leadership Abilities
- Teamwork and Leadership Qualities
- IPhone, iPad, Mac technical knowledge
Timeline
Technical Specialist
Apple
10.2019 - 05.2024
Sales Support Generalist
Victoria Secret
02.2017 - 08.2018
Sales & Merchandising
AMD Restaurant Supply Ware House
12.2016 - 08.2017
Accounts Payable Support (Intern)
WellLife Network
05.2016 - 08.2016
Apple at Home Advisor
Apple
Sales Specialist
Apple
Bachelor in Graphic Design -
Los Angeles Film School