Sabrina Bolin
Stockbridge,GA
Summary
Senior Support Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proven track record of exceeding service goals and increasing productivity while utilizing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency.
Overview
8
8
years of professional experience
Work History
Tier 2 Senior Support Specialist
Apple
Austin, TX
02.2019 - 01.2023
- Processed over 200 support requests weekly for technical assistance on wide range of issues related to iOS and macOS software.
- Developed strong rapport with customers and created positive impression of business.
- Managed timely and effective replacement of damaged or missing products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Provided Tier 1 IT support to internal users through desk side support services
- Conducted in-depth product and issue resolution research to address customer concerns
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Tracked KPIs and created continuous improvement plans.
Executive Relations Liaison
Apple, Inc.
Austin, TX
03.2022 - 09.2022
- Prepared reports and handled all CEO correspondence.
- Supported all VIP customers while handling high priority escalations and incoming delegations.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided back up for customer service managers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Owner/Entreprenuer
Bolin Driveway And Restoration Services, LLC
Atlanta, GA
08.2014 - 01.2017
- Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
- Optimized team hiring, training and performance.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Trained and motivated employees to perform daily business functions.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Maintained up-to-date administrative records to monitor operational conditions.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Onboarded new employees with training and new hire documentation.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Conducted supplier risk evaluations and assisted with regulatory inspections.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Supervised site investigations, reported issues and escalated those that required further assistance.
Education
MBA - Business Management
Georgia State University
Atlanta, GA08.2025
Associate of Science - Health Sciences
Georgia State University
Atlanta, GA12.2019
Medical Assistant Certification - Medical Assisting
Concorde Career College
Memphis, TN09.2006
High School Diploma -
Horn Lake High School
Horn Lake, MS05.2004
Skills
- Technical Support
- MacOS/iOS software
- Teamwork
- Exceptional communication skills
- Policies and procedures
- Recruitment
- Training and Development
- Conflict Resolution
- Compensation and benefits
- Interviewing
- Background Screenings
- Candidate pipeline management
- Employment law knowledge
Timeline
Executive Relations Liaison
Apple, Inc.
03.2022 - 09.2022
Tier 2 Senior Support Specialist
Apple
02.2019 - 01.2023
Owner/Entreprenuer
Bolin Driveway And Restoration Services, LLC
08.2014 - 01.2017
MBA - Business Management
Georgia State University
Associate of Science - Health Sciences
Georgia State University
Medical Assistant Certification - Medical Assisting
Concorde Career College
High School Diploma -
Horn Lake High School
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