Hi, I’m
Maurice Hall
IT Support Engineer
Detroit,MI
Summary
Seasoned Tech Support Specialist with a robust background in delivering high-caliber customer service within fast-paced retail environments, notably at Apple Retail. Exhibits a strong acumen in diagnosing and rectifying a wide array of hardware and software challenges, bolstered by an in-depth understanding of IOS, Android, Windows, Linux, and Mac systems. Proven ability to enhance system performance through meticulous evaluation and resolution of technical issues. Demonstrates a methodical approach and keen attention to detail in troubleshooting complex technical problems, often achieving first-call resolutions and maintaining an impressive 95%+ customer satisfaction rating. Adept at cultivating productive relationships with both business and individual users, ensuring their tech needs are met with professionalism and expertise. Pursuing a role within GovTech or IT sectors to leverage a solid foundation in technical support, process improvement, and customer-centric service.
Overview
7
years of professional experience
1
year of post-secondary education
2
Languages
2
Certificates
Work History
AppleTroy, MI
Technical Support Specialist
05.2023 - Current
Job overview
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
AppleTroy, MI
Product Sales Specialist
05.2022 - 05.2023
Job overview
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of iPhone, iPad and Mac products.
- Assisted with demonstrations for Apple products & Services to showcase functionality.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
- Increased sales by offering advice on purchases and promoting additional products.
- Developed and implemented effective sales strategies to boost upsells of Apple services 63% and customer satisfaction ratings 97%
CarvanaNovi, MI
Customer Experience Advocate
09.2021 - 11.2021
Job overview
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained extensive knowledge of company services to recommend items aligned with customer needs.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Trained staff on operating procedures and company services.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Contacted clients to verify account information and maintain accuracy, resulting in 85% increase in client satisfaction.
Power Circle InvestmentsRemote
Digital Marketing Expert
08.2019 - 03.2021
Job overview
- Partnered cross-functionally to identify marketing opportunities to support brand objectives.
- Determined customers' needs and provided brand awareness and recommendations to fulfill requirements.
- Strengthened outreach by coordinating events to maximize marketing initiatives.
- Developed creative presentations, trend reports and product data sheets.
- Generated sponsorships with related and partnering entities to enhance marketing objectives.
- Recruited and hired experienced contractors to complete projects on time and within budget requirements.
- Enhanced profitability to achieve marketing objectives and drive productivity and growth from concept to implementation.
- Traveled from location to location 30-40% of time to promote products and services.
- Modernized web pages and updated social media presence as part of comprehensive strategies to enhance customer engagement
Planet Fitness Gym (PFMG)Bloomfield Township, MI
Shift Supervisor
07.2017 - 03.2020
Job overview
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Responded to and resolved customer questions and concerns.
- Tracked receipts, employee hours and inventory movements.
- Trained and mentored new employees to maximize team performance.
- Maintained safe working environment by observing safety procedures, policies and regulations.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
BF CareersSmyrna, TN
Crew Leader
03.2016 - 04.2017
Job overview
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Completed inventory counts and ordered merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked in team environment to maintain high levels of productivity.
- Supervised crew of 9 employees in general daily operations
Education
Southern New Hampshire UniversityHooksett, NH
Associate of Science from Cybersecurity & Computer Science
03.2023 - Current
University Overview
- Relevant Coursework: Linux & Python
- Professional Development: Communication Skills
West Bloomfield HighschoolWest Bloomfield, MI
High School Diploma
08.2014 - 2018.06
University Overview
- Continuing education in Entrepreneurship, Design,Cybersecurity, Data Science & Economics
- Studied Business Development, Coding, 3D Modeling, Robotics, Microsoft 365
Timeline
Technical Support Specialist
Apple
05.2023 - Current
Southern New Hampshire University
Associate of Science from Cybersecurity & Computer Science
03.2023 - Current
Product Sales Specialist
Apple
05.2022 - 05.2023
Customer Experience Advocate
Carvana
09.2021 - 11.2021
Digital Marketing Expert
Power Circle Investments
08.2019 - 03.2021
Shift Supervisor
Planet Fitness Gym (PFMG)
07.2017 - 03.2020
Crew Leader
BF Careers
03.2016 - 04.2017
West Bloomfield Highschool
High School Diploma
08.2014 - 2018.06
Skills
Professional telephone demeanor
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