Rio Marshall-Barley
DeLand,FL
Summary
High-performing, goal-oriented professional with an eagerness for tackling daily challenges. Consistently provides excellent technical support in a customer service environment by demonstrating solid troubleshooting and problem-solving capabilities. Utilizes strong empathetic skills to ensure that customers receive the best experience, every time.
Overview
7
7
years of professional experience
Work History
Product Support Representative
Dropbox
02.2023 - Current
- Delivers high-touch White Glove Live Support to Business and Enterprise clients, ensuring a seamless and personalized customer experience.
- Maintains a consistent 100% Quality Assurance score across all support interactions, demonstrating a commitment to excellence and accuracy.
- Actively supports in the training of newly onboarded team members by designing and facilitating customized training programs, focusing on internal tools and supported product suites.
- Promotes a culture of collaboration and cross-functional communication, enhancing team efficiency and knowledge sharing, focusing on internal tools and supported product suites.
- Promotes a culture of collaboration and cross-functional communication, enhancing team efficiency and knowledge sharing.
- Supporting as a Subject Matter Expert (SME) in Account Security; currently serving on the Tier 3 Specialized Account Security Team.
- Supporting as a SME for the internal Payments support channel, providing expert guidance and solutions to Account Managers to reduce churns and ensure client retention.
Senior Macintosh Advisor
Apple Inc
01.2021 - 02.2023
- Provided world-class customer support to consumer and enterprise level users of macOS and iOS products, resulting in 93% of users reporting their technical issues resolved at first touch.
- Consistently adjusted personal vocabulary to match the end user's level of technical understanding, ensuring that constant and clear communication is occurring.
- Served as senior mentor to team of 30 individuals, ensuring that everyone has the guidance, resources, and knowledge they need to succeed.
- Subject Matter Expert (SME) for all things related to Accessibility at Apple. Designed store-specific training to ensure that team members have the tools needed to understand Accessibility features, and can support all levels of end users.
- Performed complex repairs on all models of Mac and iPhone products efficiently, while ensuring successful issue resolution.
- Supported Sales by delivering tailored business solutions for both large-scale organizations and individual clients.
Technical Expert
Apple Inc
01.2019 - 01.2021
- Diagnosed technical issues and provided expert recommendations to meet end user's support needs.
- Observed trends and implemented critical changes to on-site iPhone repair process in order to improve efficiency, repair success rate, and overall customer satisfaction.
- Completed hardware and software repairs on iOS products within short turnaround times with 100% success rates.
- Supported multiple areas of the business daily- including sales, technical support, administration, and inventory management; ensured that the needs of the business are consistently being met.
At Home Advisor (AHA)
Apple Inc
01.2020 - 12.2020
- Volunteered to assist customers with over-the-phone technical support for all iOS and Mac products during COVID-19 related shutdowns.
- Quickly and efficiently adapted to the virtual workforce, ensuring that the quality of user experience never diminished, despite unprecedented circumstances.
- Assisted with the curation and facilitation of keynotes for weekly store downloads to provide current and up-to-date information on products and repair processes.
Skills
- Decision Making
- Verbal and Written Communication
- Teamwork
- Critical Thinker
- Zendesk Proficiency
- Diagnostics and Troubleshooting
- Training Development
- Salesforce Proficiency
Timeline
Product Support Representative
Dropbox
02.2023 - Current
Senior Macintosh Advisor
Apple Inc
01.2021 - 02.2023
At Home Advisor (AHA)
Apple Inc
01.2020 - 12.2020
Technical Expert
Apple Inc
01.2019 - 01.2021