Sally Anne Tetzlaff
Austin,TX
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings sixteen years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
16
16
years of professional experience
Work History
Maps POI Program Manager
Apple, Inc
03.2019 - Current
- Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Coached team members on productivity strategies to accomplish challenging goals.
- Identified program obstacles and communicated possible impacts to team.
- Developed and maintained logistics workflows, procedures and reports.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Established milestones and objectives based on input from functional areas and stakeholders.
Maps POI Operations Team Manager
Apple, Inc
02.2015 - 03.2019
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Online Order Administration Team Specialist
Apple, Inc
12.2012 - 01.2015
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Submitted reports to senior management to aid in business decision-making and planning.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Online Communication Team Specialist
Apple, Inc
12.2011 - 12.2012
- Worked with business leaders to write, edit and code procedure documentation for sales and service teams.
- Worked with Process Improvement Team to edit and design processes for various levels of online store support.
- Implemented and designed team’s workflow tracking Contact Center Operations requests.
- Reformatted, edited and published, existing procedures using HTML CODA formats.
- Recorded voice-over training modules published on internal media site for advisors and business customers.
Online Automation Team Process Specialist
Apple, Inc
07.2011 - 11.2011
- Project-leader for team that streamlined Order Administration and Logistics launching of the AOS post-ship process
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
- Designs team’s script library, glossary of terms
- Developed standard operating procedures and document workflows to drive current and future processes.
Online Operations Program Team Specialist
Apple, Inc
05.2008 - 07.2011
- A terms and conditions expert for past and present Apple rebates including; Back to School and the Perfect Companion printer promotions.
- Provided assistance and analysis to Apple’s outsourced rebate vendor and specialty trained Online Store advisors handling our rebate customers.
- Trained and mentored 21 specialized support advisors, 62 rebate assistant advisors, and the Apple sales/support team.
- Reported on team’s efficiency of response while surpassing 4-hour service level goals.
- Audited ineligible double-dip claims saving team up to $80,000 in one quarter alone.
- Edited and reviewed customer email content, off-site training materials, and procedures.
Online Store Back Office Agent
Apple, Inc
11.2007 - 05.2008
- Assisted with consumer order issues defined by access to various work-lists supporting the Online store.
- Managed high volume work-lists that included online return issues, online delay of orders, and personalized engraved products, within a strict production deadline.
- Assisted with editing and coordinating peer feedback content, online store procedure documents, and keynote training for evaluation and reporting of customer service representatives.
- Performed database management and analysis of business functions and processes.
Online Store and ITS Team Supervisor
Apple, Inc
06.2007 - 11.2007
- Supervised a customer service support team of 22 call center and email customer service employees hired for the iPhone launch and iTunes customer support teams.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
Education
Master of Arts - Narrative Theology And Art
Andover Newton Theological School Newton Centre
Newton Center, MA06.1996
No Degree - Film Production
New York Film Academy
New York, NY06.1995
Bachelor of Arts - Photography And Media Performing Arts
Massachusetts College of Art And Design
Boston, MA06.1990
No Degree - School of Art
University of Michigan - Ann Arbor
Ann Arbor, MI06.1987
Skills
- Work Planning and Prioritization
- Operational Efficiency
- Live Event Management
- Six Sigma
- Vendor Management
- Policy and Procedure Improvement
- Performance Monitoring
- Software Documentation
- Verbal and Written Communication
- Production Development
- Individual Instruction
- Network Intelligence
Additional Information
Women at Apple-Austin Communications Co-Chair
Nitro Swimming Level 2 Masters Coach
Timeline
Maps POI Program Manager
Apple, Inc
03.2019 - Current
Maps POI Operations Team Manager
Apple, Inc
02.2015 - 03.2019
Online Order Administration Team Specialist
Apple, Inc
12.2012 - 01.2015
Online Communication Team Specialist
Apple, Inc
12.2011 - 12.2012
Online Automation Team Process Specialist
Apple, Inc
07.2011 - 11.2011
Online Operations Program Team Specialist
Apple, Inc
05.2008 - 07.2011
Online Store Back Office Agent
Apple, Inc
11.2007 - 05.2008
Online Store and ITS Team Supervisor
Apple, Inc
06.2007 - 11.2007
Master of Arts - Narrative Theology And Art
Andover Newton Theological School Newton Centre
No Degree - Film Production
New York Film Academy
Bachelor of Arts - Photography And Media Performing Arts
Massachusetts College of Art And Design
No Degree - School of Art
University of Michigan - Ann Arbor
Similar Profiles
KATIE CHAVEZKATIE CHAVEZ
Senior Advisor, Apple Music at Apple, IncSenior Advisor, Apple Music at Apple, Inc
ROBERT MEGILLROBERT MEGILL
iTunes Provider Support at Apple, InciTunes Provider Support at Apple, Inc
Scott DavisScott Davis
Senior Manager - Information Systems & Technology at Apple, IncSenior Manager - Information Systems & Technology at Apple, Inc