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 -
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,