Sabrina Elizabeth Bolin
Atlanta ,GA
Summary
Collaborative leader and analytical problem solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Senior Technical Support Specialist
Apple, Inc.
02.2019 - 01.2023
- Developed strong rapport with customers and created positive impression of business.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Collaborated with vendors to locate replacement components and resolved advanced issues concerning product repairs.
- Helped streamline repair processes and update procedures for support action consistency.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Managed customer service effectiveness by monitoring performance and assessing performance metrics.
- Met customer call guidelines for service levels, handle time and productivity.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Executive Relations Liaison
Apple Inc.
03.2022 - 09.2022
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Provided a executive level support for both internal and external customers.
- Answered high volume of phone calls and email inquiries.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Wrote internal reports, executive summaries, and provided feedback to high ranking executives.
- Assisted VIP customers, and handled all incoming CEO correspondence.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
Owner/Entreprenuer
Bolin Driveway And Restoration Services, LLC
08.2014 - 01.2017
- Managed day-to-day business operations
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives
- Maintained up-to-date administrative records to monitor operational conditions
- Trained and motivated employees to perform daily business functions
- Consulted with customers to assess needs and propose optimal solutions
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems
- Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs
Staffing Specialist
Manpower Staffing
07.2013 - 04.2014
- Scheduled and conducted interviews with potential candidates, filled out required paperwork and prepared introduction manuals along with new hire paperwork.
- 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.
- Audited workplace, employee and management policies and procedures by conducting onsite walk-throughs.
- Managed employee schedules and completed weekly payroll.
Education
BBA - Business Management
Georgia State University
Atlanta, GA01.2024
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
- Policies and procedures
- Technical Support
- Exceptional communication skills
- Compensation and benefits
- Recruiting and onboarding
- Training and mentoring
- iOS/macOS Systems
- Administrative Technical Support
- Desktop Support
- Customer Service
- Microsoft Windows and Office
- Quality Standards
Accomplishments
- Excelled academically achieving Dean's List multiple semesters in a row.
- Invited to become a member of the International Dean's List Society.
- Recognized for high achieving performance metrics and positive feedback after providing positive customer support experiences.
Affiliations
- Georgia State University Alumni Association
- International Deans List Society
- HOSA
Timeline
Executive Relations Liaison
Apple Inc.
03.2022 - 09.2022
Senior Technical 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 - 04.2014
BBA - 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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