Reginald Allen
Las Vegas,NV
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements.
Well-versed in effective communication and working in 24/7 uptime environment. 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. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
Work History
Customer Floor Support Leader
Apple Retail
11.2011 - Current
- Generated reports to track performance and analyze trends.
- Conducted regular performance reviews, identifying opportunities for growth and development among team members.
- Served as a mentor to new hires during their onboarding process.
- Organized regular training sessions for the support team, keeping them up-to-date on product developments and industry trends.
- Coordinated with sales teams to ensure smooth transitions from pre-sales inquiries to post-sale support services.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Managed escalations effectively, liaising with other departments as necessary to reach timely resolutions.
Education
Bachelor of Science - Business Administration And Management
Fresno State University
Fresno, CA08.1986
Skills
- Customer Relationship Management
- Technical issues analysis
- Workforce Planning
- Knowledge management
- Customer Communication and Empathy
- Attention to Detail
- Help Desk Support
- Problem-Solving
- Customer Needs Assessment
- Customer Service
Accomplishments
- Supervised team of 35 staff members But supported multiple teams with a on time result of 80%.
- Collaborated with team of 15 in the development and collaboration of [sales and technical support team ].
Timeline
Customer Floor Support Leader
Apple Retail
11.2011 - Current
Bachelor of Science - Business Administration And Management
Fresno State University
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