Myson Jean-Baptiste
Columbia,SC
Summary
Tech-savvy professional with advanced experience in providing efficient IT services using a cloud-first approach. Increased digital capabilities for staff, resulting in a seamless and edgeless end-to-end digital experience for all stakeholders. Recommends improvements to the technical environment to enhance customer service. Maintains accurate records of IT assets, service requests, and support activities. Analyzes customer department technology needs and offers optimal solutions. Results-driven leader with a positive attitude and a passion for delivering high-quality advice and guidance to clients. Demonstrated ability to identify customer needs, resolve conflicts, and build strong relationships. Excellent problem-solving, communication, and interpersonal skills.
Overview
12
12
years of professional experience
Work History
Apple Support Advisor Services
Apple Inc.
02.2024 - Current
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Enhanced advisor skills and knowledge through continuous professional development program, elevating service quality.
- Advised clients on risk management strategies to protect assets against market volatility.
- Improved client retention rates by developing and implementing comprehensive advisory plans tailored to individual needs.
Customer Service Associate, Walgreens: Health & Wellness
Walgreens
01.2021 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Escalate and resolve technical and functional support issues by maintaining complex Salesforce implementations to boost efficiency and save time, increasing conversions and sales
- Maintained a high level of product knowledge, providing accurate information to customers.
- Document current processes by implementing and maintaining configurations, scripts, and workflows supporting solutions-related systems
- Implement effective security measures to protect data, software, and hardware by analyzing data processes and trends to evaluate opportunities for automation solutions
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Standardize IT processes for the department to efficiently manage organizational data flow by utilizing process mapping tools and identifying process gaps and misalignments that eliminate inefficiencies
- Troubleshoot issues to streamline business operations, aiding agents and administrators in serving customers and avoiding redundant efforts
- Monitor product utilization by collecting feedback, triaging issues, and escalating to technology partners, guaranteeing clinical products meet regulatory requirements and industry standards
- Exceed delivery deadlines, ensuring timely delivery of products through efficient and accurate order processing
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased team productivity with effective communication and coordination of tasks.
Appliance Sales Associate
Lowes Home Improvement
01.2017 - 01.2018
- Provided pre-sales support by conducting product demonstrations, answering technical inquiries, and guiding customers on product selection and application
- Designed showroom arrangements to support consumer journey and provide positive shopping experience.
- Promoted the company’s services to meet client objectives and needs by processing and uploading accurate orders on time, saving time and money in rectifying errors
- Followed up with vendors and customers to resolve delivery orders quickly.
- Reduced returns by conducting technical training sessions for the sales team and customers, fostering business-wide product adoption
- Attained store needs and employee professional development by augmenting successful sales online training courses for wireless employees, boosting the ability to close the deal
- Identified opportunities for improvement within the sales process, implementing changes that streamlined operations and increased overall efficiency.
- Developed upsell and renewal opportunities by interacting with customers to identify purchasing needs and offering additional products to enhance purchase value and customer satisfaction
- Minimized lead time by measuring current inventory levels and sales forecast to determine weekly reorders to prevent stock out and meet customer demands.
- Conducted live demonstrations of appliance features and benefits, showcasing the value of each product to potential buyers.
- Participated in ongoing professional development opportunities, enhancing skills in areas such as negotiation tactics or upselling techniques.
Supply Administrative Operations
United States Marine Corps
01.2013 - 01.2017
- Served as the main point of contact, lead, and SME for supplier enablement by evaluating and monitoring contract performance to comply with contractional obligations and resolve conflicts
- Created SOPs and mentored 10-90 personnel to ensure professional development, supply chain management, and customer service policies and procedures that bridged knowledge and operation gaps
- Acknowledged for exceptional design and management of specialty programs for personnel readiness by conducting root cause analysis to bridge supply chain and knowledge gaps, boosting team capabilities
- Directed equipment procurement programs by implementing efficient operations systems utilizing material requirement planning data aligned with product reliability and needs
- Lowered organizational and individual risk by imposing and executing environmental and safety guidelines on warehouse functions
- Implemented effective asset management practices for inventory worth $12M+ by reviewing and verifying quantities received against shipping documents, boosting unit readiness and resilience
- Standardized database for tracking all high-value and sensitive military assets by overseeing workflow data analysis and design processes worth $1.4M in annual operations and maintenance
- Analyzed government regulations, policies, and procedures for developing procurement contracts and budget submissions, boosting company performance and longevity
- Coordinated and managed mission-critical purchases for 12 companies servicing 2100+ Marines with an annual budget of $60K per company
- Championed Logistical Readiness Inspection capability, achieving a grade of 93% by correcting numerous warehousing procedures trends, including personal effects, safety, and defense federal acquisition regulation
- Improved a poor-performing warehouse by implementing new procedures that improved previous audit rates from 50% to 99% and consecutively achieved zero discrepancies
- Enhanced procurement system applications to ensure optimum performance by resolving and communicating critical incidents impacting business and IT operations, reducing global logistics risk
- Oversaw multi-million-dollar inventory equipment by launching a tactical marking system on all containers and providing a locator file for the warehouse.
Education
Information Technology: Network Management - Information Technology
Coastal Carolina Community College
Jacksonville, NC05.2021
Skills
- Project Management
- System Administration
- Technical/End-User Support
- Troubleshooting
- Network Administration
- Database Management
- System Documentation
- Risk Management
- Account Management
- Software Compliance
- Business Process Improvement
- Software Development
- Customer Success Initiatives
- Quality Assurance
- Procurement processes
- Requisition Management
- Government Procurement
- Oracle
- Relationship Building
- Strategic Planning
- Training and mentoring
- Presentations and public speaking
- Compliance requirements
- Teamwork and Collaboration
- Analytical Thinking
- Interpersonal Communication
Timeline
Apple Support Advisor Services
Apple Inc.
02.2024 - Current
Customer Service Associate, Walgreens: Health & Wellness
Walgreens
01.2021 - 01.2023
Appliance Sales Associate
Lowes Home Improvement
01.2017 - 01.2018
Supply Administrative Operations
United States Marine Corps
01.2013 - 01.2017
Information Technology: Network Management - Information Technology
Coastal Carolina Community College
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