Monique Reese
Technical & Business Expert
Atlanta,GA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Business Savvy and customer focus. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Technical Expert
Apple Inc
Atlanta, Georgia
09.2021 - Current
- Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations
- Developed new network hardware with advanced features and improved performance.
- Created innovative solutions to meet changing market demands and future growth plans.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted in development of system security protocols.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted an average of 75 customers each day with finding specialized items, hardware, and AppleCare.
- Successfully Managed projects, Provided analytic feedback on improvements for the betterment of the business
- Developed and provided training to 200 team members
- Collaborated with cross-functional team and diverse colleagues and accomplished better experience for customer needs.
Business Expert
Apple Inc
New York, NY
10.2019 - 02.2021
- Managed (CRM) Customer Relationship Management system to manage accounts, records and sales opportunities
- Achieved an average of 110% sales goal each quarter for the new business and maintained a 99% customer satisfaction survey rating.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed complete business plans and operational strategies for new and existing business.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Performed as consultant for startup business in areas of marketing, logistics, and training to various behavioral healthcare service professionals.
- Devised processes to boost long-term business success and increase profit levels.
Apple Technical Advisor
Apple
New York, New York
04.2019 - 02.2020
- Audit agent staffing to provide reports on time off, absences, medical leaves, and callouts to determine forecasting needs
- Resolved service and technical problems for customers by asking clear and specific questions.
- Multi-tasked core systems while providing service and resolving customer issues, questions, comments or concerns.
- Supervise a team of 15 agents responsible for resolving account issues (account access, troubleshooting, transaction refunds) via chat support, phone support and email support
- Achieved an average of 99% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating
- Provide performance feedback to agents regarding call time, escalation rates, hold times, customer rapport and phone behavior
- Analyze data reports using Google Sheets, Excel, and internal database storage systems
- Train new hires and transitioning team members across multiple business units each quarter to promote cross- collaboration and skill sets.
Coordinator
City University Of New York, All
New York, NY
05.2016 - 09.2019
- Entered data, generated reports, and produced tracking documents.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Managed company schedule to coordinate calendar and arrange travel.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Coached employees through day-to-day work and complex problems.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Enrollment Service Representative
Brooklyn College
Brooklyn, Ny
09.2015 - 05.2018
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
- Sent out sensitive emails , kept record up to date, Phone call to follower up with customers
- Navigated CUNY First database systems
- Navigate Students and Faculty accounts, inquiries processing of personal and sensitive documents
- Processed checks, and Online payments
- Conducted financial screening and documentation gathering for clients to determine qualification for payment programs.
- Handle and protected sensitive documents
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Science (B.S - Business Management
Brooklyn College
Skills
Network development
Performance Optimization
Planning and execution
Training and Development
MS Office
Data Entry
Timeline
Technical Expert
Apple Inc
09.2021 - Current
Business Expert
Apple Inc
10.2019 - 02.2021
Apple Technical Advisor
Apple
04.2019 - 02.2020
Coordinator
City University Of New York, All
05.2016 - 09.2019
Enrollment Service Representative
Brooklyn College
09.2015 - 05.2018
Bachelor of Science (B.S - Business Management
Brooklyn College