Russell Lugo- Vick
Nashville
Summary
Results-driven professional with a strong background in sales, technical troubleshooting, and customer service. Proven ability to deliver tailored product solutions and resolve complex issues, fostering positive customer experiences through active listening and effective communication. Detail-oriented and adaptable, consistently excels at managing priorities to meet and exceed performance goals. Committed to leveraging expertise to drive success and enhance client satisfaction in dynamic environments.
Overview
2
2
years of professional experience
Work History
Technical Expert
Apple
11.2024 - Current
- Mentored team members in small-group coaching sessions (4–6 per session) on emerging technologies and effective workplace behaviors to support professional growth and elevate the customer experience.
- Troubleshot complex technical issues and developed solutions for new software tools, then trained the team to ensure proficiency and confidence with updated technology.
- Supported de-escalation of challenging customer interactions by guiding team members through safe resolution strategies while ensuring a positive and solution-focused outcome for the customer.
- Applied meticulous attention to detail in device diagnostics and repair documentation to maintain accuracy and uphold service standards.
- Acted as a liaison between clients and the Business Team to identify needs, build rapport, and drive measurable business outcomes.
Education
Bachelor of Science - Business Administration
Western Kentucky University
12-2024
Skills
- Bilingual (English & Spanish)
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Adaptability to Change
- Customer Service & Sales Strategy
- Conflict Resolution & De-escalation
- Technical Troubleshooting & Diagnostic Problem-Solving
- Professional & Cross-Functional Communication
- Leadership, Coaching & Decision-Making
Timeline
Technical Expert
Apple
11.2024 - Current
Bachelor of Science - Business Administration
Western Kentucky University