Monique Reese
Sandy Springs,GA
Summary
Results-oriented Technology professional with a keen focus on ensuring exceptional customer success. Possessing over 7 Years of extensive experience in Technical Support and Help Desk roles. 12+ years in customer service customer facing environment. 8 year combination of business, account management and data analyst. 6 Years in Healthcare Hospitality industry. Certified in troubleshooting Apple and Windows computers, smartphones, and peripheral devices. Proficient in providing comprehensive network, software, and hardware support. Demonstrates strong organizational skills, business acumen, and customer-centric approach, ensuring successful management of multiple priorities with a positive and collaborative attitude. Proven track record of willingly accepting additional responsibilities to meet team goals and drive organizational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Advisor II
Concentrix
03.2026 - Current
- Provide advanced technical support to internal and external users by diagnosing and resolving hardware, software, and network-related issues
- Investigate and troubleshoot complex, unstructured problems using critical thinking, ensuring timely and effective resolutions
- Maintain detailed and accurate documentation of customer interactions while consistently meeting KPIs such as customer satisfaction, resolution time, and quality standards
Financial Technology Support Specialist (SaaS & Payments Operations)
GreenSky LLC
10.2024 - 11.2025
- Provide advanced support for SaaS-based financial platforms, resolving complex technical, payment processing, and billing system issues across high-volume accounts
- Collaborate with engineering and product teams to troubleshoot system performance, API integrations, and platform reliability, identifying root causes and driving resolution
- Document technical findings, workflows, and customer interactions in Salesforce, ensuring data accuracy, compliance, and audit readiness
- Improve client experience by developing detailed knowledgebase documentation and implementing proactive service communication strategies
- Process high-value transactions including wires and high-spend accounts while maintaining strict adherence to financial controls, security protocols, and compliance standards
- Analyze system errors, transaction discrepancies, and account issues to reduce resolution time and improve platform efficiency
- Support fintech operations by ensuring seamless customer onboarding, account management, and issue resolution within a regulated financial environment
Apple Lead / Team Supervisor (Retail & Technical Operations)
APPLE INC.
03.2023 - 08.2024
- Led, coached, and mentored a team of 30–35 employees, aligning performance with store and business goals while maintaining 97–99% customer satisfaction (CSAT)
- Acted as a floor leader, organizing daily workflows, delegating tasks, and ensuring seamless store operations including open/close procedures and customer escalations
- Drove customer engagement by combining product expertise and consultative sales, contributing to 110%+ quarterly sales performance
- Managed escalations and customer overrides, resolving complex service issues while protecting brand experience and customer loyalty
- Trained and developed 150+ employees, improving technical knowledge, sales confidence, and service delivery consistency
- Communicated KPIs, sales strategies, and performance metrics to team members, increasing productivity and accountability
- Partnered with leadership to optimize operations, staffing, and workflow processes, improving efficiency and reducing service delays
- Fostered an inclusive, collaborative team environment, improving retention and engagement across diverse team members
- Identified performance gaps and implemented coaching plans that improved individual metrics and team output
- Maintained high-volume environment supporting 75+ customers daily while balancing leadership and operational responsibilities
Technical Expert
APPLE INC.
09.2021 - 03.2023
- Assisted an average of 75 customers each day providing technical support, finding specialized items, Apple Care and sales enhancing customer experience
- Provided technical support for Apple products, third party products through hardware and software troubleshooting and preforming physical repairs
- Managed a high volume of 200 plus support tickets, resolving network issues, VPN access, and Wi-Fi problems, installed and configured operating systems and application
- Built Rapport and educated customers on best practices and self-help procedures for IT problem resolution
- Patched Software and installed new versions to eliminate security problems and protect data
- Led 11 projects to identify development needs and trained 150 colleagues to enhance team performance and customer satisfaction
- Helped modify and streamline repair processes and update procedure for support action consistency
- Collaborated with cross-functional with App development, Product development engineers teams to elevate, tweak, and create new product for customers
- Maintained a 98% successful repair goal
Remote Technical Tier 2 Support Representative
APPLE
01.2020 - 09.2021
- Diagnosed and resolved Average 77 technical issues daily remotely through phone, chat, or email, utilizing remote desktop tools and set up in person appointments
- Documented detailed customer interactions and technical information ensuring accuracy
- Resolved service and technical problems by asking clear and specific questions and extending a complete solution
- Resolved 90% of member issues independently, showcasing exceptional problem-solving skills
- Handled an average of 21 escalations as a Tier 2 support agent, supporting Tier 1 and collaborating with engineers and other departments
- Supervised a team of 35 agents responsible for resolving account issues via chat, phone, and email support
- Auditing staffing to provide reports on time off absences, medical leave and call out to determine forecasting needs
- Analyzed data reports using Google Sheets, Excel, and internal database storage systems
- Trained 211 new hires and transitioning team members each quarter to promote cross-collaboration and new skill sets
- Achieved average of 99% CSAT (Customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey
Business Expert
APPLE INC.
10.2019 - 01.2020
- Developed and negotiated proposals, contracts and procedures to draw in new clients
- Achieved an average of 110% sales goals each quarter for new business and maintained a 99% satisfaction survey rating
- Managed over 500 business accounts, including small business and startups exceeding sales goals by 10% quarterly
- Conducted SWOT analysis and developed strategic plans based on customer feedback and sales reports to drive business growth
- Established 44 new business accounts each quarter, maintaining a high customer satisfaction and customer loyalty
- Utilized CRM systems to efficiently manage client database, manage accounts, records and sales opportunities
- Consulted with startup businesses in marketing, logistics, and training to enhance business performance
- Developed comprehensive business plans and operational strategies for both new and existing ventures
Administrative Coordinator
CITY UNIVERSITY OF NEW YORK
05.2016 - 08.2019
- 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 21 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
- Completed Bi-weekly Payroll 35 employee
Enrollment Specialist
BROOKLYN COLLEGE
09.2015 - 05.2016
- Processed hundreds of customer exchanges, refunds, and bill adjustments to correct product or service problems
- Sent out sensitive emails, kept records up to date, and followed up with customers via phone calls
- Navigated CUNY First database systems
- Processed checks and online payments
- Conducted financial screening and gathered documentation for payment program qualification
- Handled and protected sensitive documents
- Promoted superior customer experience by addressing concerns, demonstrating empathy, and resolving problems swiftly
- Updated account balances, sensitive information, next steps, and credits
- Collaborated with students and faculty to address inquiries and process personal and sensitive documents
- Utilized strong communication skills to effectively interact with clients and provide assistance in enrollment processes
Education
Business Management
Brooklyn College of The City University of New York
BrooklynSkills
- Excellence Customer Service, Saas Support Experience, Efficient and Detail-Oriented Email, Computer Navigation Proficiency Support, Excellent analytical and Customer Product Support problem-solving skills, Creative Problem Solving, Call/Technical Documentation, Operating Systems, Order and Refund Processing, Effective written and verbal communication abilities, Google Suite and google programs, Health Systems environment, CRM Platforms, Certified in IOS and Apple devices, Escalations, Billing Adjustments and Refunds, Proficient in Windows, Mac OS, linux, Skilled in Microsoft Excel, Word, Cloud Services Outlook, Google Sheets, CRM, network developement, planning, execution, ticketing, HIPAA, Zendesk, JIRA, Documentation, technical support, Account Management, Customer Service
Certification
Microsoft Specialist License moMx-XVA2, Apple certified Technician, IOS Applications and Software, Microsoft Programs, Professional Certified in Customer Service MR105627112060
Timeline
Technical Advisor II
Concentrix
03.2026 - Current
Financial Technology Support Specialist (SaaS & Payments Operations)
GreenSky LLC
10.2024 - 11.2025
Apple Lead / Team Supervisor (Retail & Technical Operations)
APPLE INC.
03.2023 - 08.2024
Technical Expert
APPLE INC.
09.2021 - 03.2023
Remote Technical Tier 2 Support Representative
APPLE
01.2020 - 09.2021
Business Expert
APPLE INC.
10.2019 - 01.2020
Administrative Coordinator
CITY UNIVERSITY OF NEW YORK
05.2016 - 08.2019
Enrollment Specialist
BROOKLYN COLLEGE
09.2015 - 05.2016
Business Management
Brooklyn College of The City University of New York