Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Monalisa Andre

Miami,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about providing all of apple which includes Trade in and ownership options. Highly efficient well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

10
10
years of professional experience

Work History

Apple Retail

Apple
Miami, FL
10.2015 - Current
  • Resolved problems, improved operations and provided exceptional service.
  • Expert in iOS, macOS, iPad os, tv os.
  • Certified in repairs.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Genius

Apple
01.2020 - Current
  • Provided insightful and friendly,hands on technical support to Apple customers in need.
  • Quickly diagnose product issues on the spot,explaining solutions with compassion.
  • Working with Diverse Loyal Mac Customers and repairing Macs and other Apple products as required.
  • Educate team members about products while keeping my technical know how up to date.
  • Mentoring my team which include technical specialists and technical experts.
  • Defuses high conflict situations effectively.
  • Triage and fix bugs and report issues effectively
  • Certified in repairs.
  • Expert with macOS, iOS, iPad OS

Mentor Team

Apple
05.2022 - Current
  • Mentoring new team members on Apple's culture, products and priorities.
  • Partnering them up with experts and pros to pick up best practices on how to provide all of Apple to the customers.

CE TDG Moving Platform/QA Technician Role

Apple
07.2023 - 11.2024
  • Performed thorough inspections of incoming materials and outgoing products.
  • Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
  • Routinely tested products to align temperature, specifications, and ingredient levels with best practices and quality standards.
  • Inspected finished products for overall quality and adherence to specifications.
  • Triaging Experience/Excellent Communication Skills
  • Familiarity with Programming languages like Python and swift.
  • Cross functional collaboration with other teams.
  • Assisted in Trouble shooting Troopers that went down in Vision Pro Labs.
  • Proven hands on experience with manual testing
  • Isolate bugs and reports

Training Lead

Apple
08.2022 - 01.2023
  • Evaluated training needs to improve training quality.
  • Developed and improved training courses to increase staff performance and overall training effectiveness.
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
  • advocate for and maintain the integrity of a thriving learning environment
  • personify Apple values, and demonstrate a passion for the Apple customer experience.
  • focused on meeting the store’s learning needs using Apple Retail learning systems and content
  • Exercised composure under pressure and in escalated customer service conflict with customers.

Technical Expert

Apple
10.2018 - 01.2020

Technical Specialist

Apple
10.2016 - 10.2018

Education

Associate of Science - Emergency Medical Technology

Miami Dade College
Miami, FL
01.2013

Skills

  • Team Goals
  • Teamwork and Collaboration
  • Customer Support
  • Training and mentoring
  • Incidents management
  • Priority management
  • Technical support
  • Training development
  • Quality assurance
  • Cross-functional collaboration
  • Effective communication
  • Problem solving

Languages

Creole

Spanish

French

References

References available upon request.

Timeline

CE TDG Moving Platform/QA Technician Role

Apple
07.2023 - 11.2024

Training Lead

Apple
08.2022 - 01.2023

Mentor Team

Apple
05.2022 - Current

Genius

Apple
01.2020 - Current

Technical Expert

Apple
10.2018 - 01.2020

Technical Specialist

Apple
10.2016 - 10.2018

Apple Retail

Apple
10.2015 - Current

Associate of Science - Emergency Medical Technology

Miami Dade College

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Monalisa Andre