Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Shane M. Sapiente

Shane M. Sapiente

New Haven,CT
If you really look closely, most overnight successes took a long time.
Steve Jobs

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Specialist

Apple
02.2014 - Current
  • Provided clear, transparent service for optimal customer experience
  • Fostered inclusive, learning-oriented work culture
  • Assisted customers in comprehending products and systems via tech demos
  • Guided through phone configurations for enhanced functionality.

Shopping Enablement

Apple
01.2023 - 06.2023
  • Developed process for chat auditing, presentation, and tracking
  • Aligned policies through calibration sessions with stakeholders
  • Identified improvement areas, focusing decision-makers for changes
  • Managed quality control, spotting inconsistencies and malfunctions
  • Analyzed chat performance indicators, revealing effective strategies
  • Recommended corrective actions for improved chat environments
  • Practiced deliberate project and time management for balanced priorities.

Service Specialist

Apple - RCC
06.2020 - 03.2021
  • Mentored new hires, optimizing team performance
  • Swiftly resolved problems using diverse skills
  • Escalated concerns to supervisors for prompt resolution
  • Reduced service hold times, minimizing complaints
  • De-escalated angry customers using proven techniques.

Technical Specialist

Apple
08.2016 - 03.2018
  • Mentored peers to enhance interactions
  • Resolved technical issues using troubleshooting tools
  • Enhanced knowledge through research and diagnostics.

Education

Associate of Arts -

University of Massachusetts Global, Irvine, CA
03.2024
  • 4.0 GPA

Skills

  • Support End-Users
  • Apple IOS
  • Customer Communication and Empathy
  • Creative Issue Resolution
  • Technical Presentations
  • Microsoft Windows and Office
  • Collaborative Team Player

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Shopping Enablement - Apple
01.2023 - 06.2023
Service Specialist - Apple - RCC
06.2020 - 03.2021
Technical Specialist - Apple
08.2016 - 03.2018
Specialist - Apple
02.2014 - Current
University of Massachusetts Global - Associate of Arts,

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Shane M. Sapiente