Summary
Overview
Work History
Education
Skills
Timeline
Generic
Sabrina Bolin

Sabrina Bolin

Senior Technical Specialist/Team Manager
Atlanta,GA

Summary

Well-qualified and highly motivated senior support specialist bringing extensive knowledge of human resources functions, with expertise in recruiting, developing and retaining top talent.

Overview

10
10
years of professional experience

Work History

Tier 2 Technical Support Specialist

Apple
02.2019 - Current
  • 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.
  • 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

Executive Relations Laision

Apple, Inc.
03.2023 - 07.2023
  • Delivered services to customer locations within specific timeframes.
  • Skilled at working independently and collaboratively in a team environment.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Handled all incoming CEO correspondence, and assisted VIP customers.
  • Delivered detailed incident reports, executive summaries, and created/updated internal procedural content for internal knowledge base articles.
  • Worked with various different groups company-wide to revise compliance standards, and streamline service processes for call handling.
  • Built strong relationships with engineering and other internal teams to support business development opportunities, review performance metrics, and improve service standards.
  • Managed customer service effectiveness by conducting internal investigations, quality call reviews, and monitoring performance metrics.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Handled all incoming CEO correspondence and VIP escalations in a timely matter.
  • Conducted internal investigations in response to high priority customer escalations.

Owner/Entreprenuer

Bolin Driveway And Restoration Services, LLC
Atlanta, Georgia
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.

Staffing Specialist

Manpower Staffing
Milan, TN
07.2013 - 04.2014
  • 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.

Education

Associate of Science - Health Sciences

Georgia State University
Atlanta, GA
12.2019

Medical Assistant Certification - Medical Assisting

Concorde Career College
Memphis, TN
09.2006

High School Diploma -

Horn Lake High School
Horn Lake, MS
05.2004

Skills

  • Technical Support and Assistance
  • MacOS/iOS software
  • Troubleshooting
  • Exceptional communication skills
  • Policies and procedures
  • Onboarding and Recruitment
  • Training and Mentoring
  • Conflict Resolution
  • Interviewing/Onboarding
  • Hardware/Software Installation
  • Knowledge Base
  • MDM (Mobile Device Management)
  • Systems Integration
  • Microsoft Windows 10/11
  • Microsoft Office
  • Quality control

Timeline

Executive Relations Laision

Apple, Inc.
03.2023 - 07.2023

Tier 2 Technical Support Specialist

Apple
02.2019 - Current

Owner/Entreprenuer

Bolin Driveway And Restoration Services, LLC
08.2014 - 01.2017

Staffing Specialist

Manpower Staffing
07.2013 - 04.2014

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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Sabrina BolinSenior Technical Specialist/Team Manager