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.
Hi, I’m
Sabrina Offill
Stockbridge,GA
Summary
Overview
10
years of professional experience
Work History
Apple, Inc.Remote, GA
Tier 2 Senior Support Specialist
02.2019 - 01.2023
Job overview
- 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.
Apple, Inc.Remote, GA
Executive Relations Liaison
03.2022 - 09.2022
Job overview
- 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.
Bolin Driveway And Restoration Services, LLCAtlanta, Georgia
Owner/Entreprenuer
08.2014 - 01.2017
Job overview
- 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.
Manpower StaffingMilan, TN
Staffing Specialist
07.2013 - 07.2014
Job overview
- Scheduled and conducted interviews with potential candidates, filled out required paperwork and prepared introduction manuals along with new hire paperwork.
- Maintained positive relationships with clients by promptly responding to staffing needs and utilizing candidate pools to fill positions as they became available.
- Recruited and trained candidates to fill positions in hospitality, management, industrial, and food service industries.
- Facilitated direct hires for clients seeking skilled laborers in machine operations, welding, industrial maintenance, and other similar trades.
- Initiated and maintained paperwork relating to workers compensation cases to ensure proper tracking, reporting and legal mechanics.
- Served as representative in various civic and community functions to further enhance company image and develop additional business.
- Interviewed, hired and mentored new personnel and oversaw onsite staffing operations.
- Audited workplace, employee and management policies and procedures by conducting onsite walk-throughs.
- Managed employee schedules and completed weekly payroll.
- Conducted OSHA/HAZMAT trainings and possessed necessary skills in order to properly handle any arising situation that may have resulted in workman's comp related injuries.
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes and supporting documentation.
Education
Georgia State UniversityAtlanta, GA
MBA from Business Management
08.2025
University Overview
Georgia State UniversityAtlanta, GA
Associate of Science from Health Sciences
12.2019
University Overview
- Dean's List Fall 2017/Spring 2018
- Elected to honor society
Concorde Career CollegeMemphis, TN
Medical Assistant Certification from Medical Assisting
09.2006
University Overview
Horn Lake High SchoolHorn Lake, MS
High School Diploma
05.2004
University Overview
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, Inc.
02.2019 - 01.2023
Owner/Entreprenuer
Bolin Driveway And Restoration Services, LLC
08.2014 - 01.2017
Staffing Specialist
Manpower Staffing
07.2013 - 07.2014
Georgia State University
MBA from Business Management
Georgia State University
Associate of Science from Health Sciences
Concorde Career College
Medical Assistant Certification from Medical Assisting
Horn Lake High School
High School Diploma
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