Nina Joseph
Cypress,USA
Summary
Results-driven Customer Service Leader with a proven track record of driving team performance, improving customer satisfaction, and exceeding operational KPIs in fast-paced, remote environments. Recognized for strong leadership, sound decision-making, and the ability to assess customer needs with empathy and efficiency. Skilled in coaching and developing teams, optimizing processes, and maintaining high service standards while remaining calm and effective under pressure.
Overview
16
16
years of professional experience
2001
2001
years of post-secondary education
Work History
Team Lead – Apple Support
Transcom
10.2020 - Current
- Lead a high-performing remote customer service team of up to 27 Advisors supporting Apple products and services, consistently driving results across KPIs, sales targets, and quality benchmarks.
- Manage, coach, and develop Customer Service Advisors to deliver best-in-class customer experiences
- Conduct regular coaching sessions, performance evaluations, and individualized development plans
- Foster a high-engagement culture through recognition, accountability, and tailored leadership strategies
- Drive team performance to consistently meet or exceed KPIs, QA scores, and sales goals
- Monitor real-time operations including call volume, schedule adherence, and service levels
- Analyze performance data to identify trends and implement targeted improvements
- Generate and interpret performance reports to guide strategic decision-making
- Identify operational gaps and implement process improvements to enhance efficiency and service quality
- Collaborate with QA, Training, and leadership to align on best practices
- Conduct live and recorded call monitoring to ensure adherence to quality standards
- Deliver actionable feedback to improve customer interactions and outcomes
- Participate in calibration sessions to ensure scoring accuracy and consistency
- North America
Special Education Paraprofessional
Cypress Fairbanks ISD
Houston, USA
08.2010 - 08.2020
- Supported special needs students in academic, behavioral, and social development
- Programmed and maintained assistive communication devices
- Assisted in developing individualized learning plans and instructional materials
- Tracked and reported student progress and behavioral data
- Managed classroom inventory and prepared required documentation
- Supported teachers, staff development initiatives, and substitute onboarding
- Houston, TX
Tier 2 Services Advisor – Apple Support
Transcom
- Supported Tier 1 and Tier 2 service lines, including iOS, Apple Pay, MSS, and Agreement Administration
- Mentored new hires through call evaluations, coaching, and structured feedback
- Served as Team Captain, supporting team operations in the absence of leadership
- Consistently met performance, attendance, and professionalism standards
- Demonstrated adaptability by supporting multiple campaigns, including Samsung
- North America
Education
Music Education -
Florida A&M University
Skills
- Customer Relationship Management (CRM)
- Team Leadership & Coaching
- Performance Management & KPI Optimization
- Quality Assurance (QA)
- Data Analysis & Performance Reporting
- Account Troubleshooting
- Office 365
- Zoom
- Skype
- Microsoft Teams
- Inventory Control & Records Management
- Billing
- Data Entry
- Reporting
- Process Improvement
- Cross-Functional Collaboration
References
Professional References Available Upon Request
Timeline
Team Lead – Apple Support
Transcom
10.2020 - Current
Special Education Paraprofessional
Cypress Fairbanks ISD
08.2010 - 08.2020
Tier 2 Services Advisor – Apple Support
Transcom
Music Education -
Florida A&M University