Melanee Hake
Belfair,WA
Summary
Highly efficient Mentor and Human Resource Management student well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
9
9
years of professional experience
Work History
Tier 2 Mac+ Mentor & Class Lead
Apple, Inc,
05.2018 - Current
- Led mentoring sessions for various lines of business, providing guidance for internal and vendor site audience with focus in ramp to proficiency
- Onboard/Train new mentors coming into org for rotation or permanent role
- Curate content for onboarding training workshops for new mentors
- Led advisors to proficiency in using tools and resources for their position.
- Identified areas of opportunity for new advisors in compliance with phone quality standards form
- Crafted personalized mentoring plans for each advisor based on mentoring solution facilitated, resulting in greater proficiency in the role.
- Personally mentored 100+ retail advisors to become proficient during COVID retail-to-home.
- Mentor advisors returning to work on procedural and technical changes, resulting in advisors quickly performing at same level or better than before their time away.
- Created and led holiday team-building exercise to support my direct manager in building culture on team resulting in increased trust and allowed our team to focus on supporting our customers
- Make a difference in advisors' outlooks on returning to work after extended leaves, making them feel more comfortable and confident in their role, resulting in decreased anxiety and overall higher confidence.
Mac+ Senior Advisor
Apple, Inc
03.2015 - 05.2018
- Supported Apple's top-rated AppleCare phone and chat advisors in their daily efforts to provide amazing customer service experience
- Provide advanced and complex level support for iOS devices and Mac computers
- Served as point of contact for internal support for advanced technical issues
- Act as supervisor and point of contact for complex customer interactions
- Provided ownership to customers for case issues including crafting customized solutions to update those customers on progress with their issue, staying in contact with customers and making all deadlines with customer commitments
- Aggressively sought issue resolution to include processing and following up on RTA's
- Consistently exceeded metrics including Customer satisfaction surveys (CSAT), Average HandleTime (AHT) and Issue Resolution
- Mentored struggling advisors for previous manager's team, to help with technical skills and CSAT
- Promoted and processed sales for AppleCare service offerings and tech solutions
- Created and led team-building exercises for team
- Continued all Tier 1 Advisor responsibilities
Tier 1 Mac+ Advisor
Apple, Inc
07.2014 - 03.2015
- Provided world class, first level telephone support to Apple computer (Mac) and iOS (iPad, AppleWatch, iPhone and iPod) customers
- Managed escalated issues and resolved when possible or routed to appropriate resource group when necessary
- Maintained discipline to provide excellent customer service while working from home with little supervision
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using personal expertise, and probing questions.
Education
Bachelor of Applied Science Degree - Human Resource Management, Minor in Psychology
Tarleton State University
Stephenville, Texas12.2023
Bachelor of Science Degree - Criminal Justice
University of North Texas
Denton, Texas05.2023
Associate of Arts Degree - Psychology
South Texas College
McAllen, Texas05.2019
High School Diploma - undefined
Copperas Cove High School
Copperas Cove, Texas05.1996
Skills
- Analytical and Critical Thinking
- Quality Assurance
- Improve Employee Performance
- Team Communication
- Professional Communication
- Peer Training
- Exceptional Customer Service
- Billing and Accounting Support
- Delivering Training
- Company Standards
- Organization and Time Management
- Compliance
Timeline
Tier 2 Mac+ Mentor & Class Lead
Apple, Inc,
05.2018 - Current
Mac+ Senior Advisor
Apple, Inc
03.2015 - 05.2018
Tier 1 Mac+ Advisor
Apple, Inc
07.2014 - 03.2015
Bachelor of Applied Science Degree - Human Resource Management, Minor in Psychology
Tarleton State University
Bachelor of Science Degree - Criminal Justice
University of North Texas
Associate of Arts Degree - Psychology
South Texas College
High School Diploma - undefined
Copperas Cove High School
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