Nikki Francelino
San Diego,,Brazil
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hard-working, knowledgeable, and dedicated with extensive experience in sales, technology, and business seeking to obtain a position within a company that aligns with similar values as well as to provide excellent opportunities for career advancement and personal growth. Mentor to peers with a positive energy, and proven skills in establishing rapport with customers. Highly motivated to maintain customer satisfaction and contribute to company success.
Overview
7
7
years of professional experience
Work History
LEAD ISE
Apple Inc.
01.2024 - 07.2024
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased sales through effective merchandising strategies and targeted promotions.
Business ISE
Apple, Inc.
02.2022 - Current
- Quickly learned new systems: CRM, COS, ABM/ABE, CIT Leasing.
- Connect with peers offering support as mentor through informative team building downloads and on one-on-one seeking to deepen understanding of business services (financing, leasing, mobile device management, apps/software).
- Build relationships with new and existing business daily both in person and over the phone, to gain trust, learn work flow processes through briefings for right recommendations to unlock their fullest potential through our people, products, and services.
Call Center Representative
Apple Retail Call Center
11.2020 - 09.2021
- High telecommunication skills 20+ daily call average. Effectively achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Customer support with Apple sales, policy, and post sales questions from purchases to packages, repairing customer relationship and diffusing escalated situations.
- Familiarizing myself with new systems (iSell, Toolbox, Interact) while providing exceptional customer service.
Specialist
Apple Otay Ranch
08.2017 - Current
- Consistently top performance selling 92% Apple Care+ services, High customer promoter rating, and constant strive to produce top results.
- Member of the Visuals Team ensuring the store aligns with Apple's Visuals' Standards guide with Strong attention to detail, cable managing and displaying new devices to promote best customer experience.
- Consistently lead through efficient store resets to prepare store for special promotions and seasonal updates to Highlight new product, accessories, panels feature bays, demo products, create all around excitement
Education
Awards, and Certificate: CPR Certified & Peer Mediation Course Certified -
Olympian High School
San Diego, CAAssociate of Science -
Southwestern Community College
San Diego, CA2018
ROP/CTE Certificate of Competency for Business Computer Fundamentals - undefined
2016
Typing Certificate – 70 words per minute -
2016
Skills
- Passionate
- Team Building
- Self-Motivated
- Interpersonal Skills
- Multitasking Abilities
- Decision-Making Quality
- Organization and Time Management
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Professional Working
Italian
Elementary
Timeline
LEAD ISE
Apple Inc.
01.2024 - 07.2024
Business ISE
Apple, Inc.
02.2022 - Current
Call Center Representative
Apple Retail Call Center
11.2020 - 09.2021
Specialist
Apple Otay Ranch
08.2017 - Current
Awards, and Certificate: CPR Certified & Peer Mediation Course Certified -
Olympian High School
Associate of Science -
Southwestern Community College