Shavaughn Wesley
Burlington
Summary
Committed, friendly, and hardworking customer relations advisor with a passion for delivering excellent customer service. Demonstrated ability to resolve over 1,000 issues while always prioritizing customer needs and the organization's reputation. Proficient in handling customer inquiries and resolving issues through face-to-face interactions, phone calls, and email correspondence. Possessing exceptional customer service and communication skills, along with relevant work experience, this candidate is a valuable asset to any organization.
Overview
12
12
years of professional experience
Work History
Customer Relations +
Apple, Inc, AHA AMR
02.2019 - Current
- Resolved internal and external customers with escalation requests; providing full ownership of all customer issues from beginning to end
- Regulated day to day phone volume and ensured standard service levels are met
- Made sound decisions by identifying issues which require escalation
- Collaborated with Advisors in Apple’s worldwide contact centers to resolve complex issues via phone and email
- Streamlined Direct Dispatch escalations
- Partnered with SSE engineers to escalate cases and follow up
- Accomplished Return to work mentoring to help advisors transition back to their role while out on leave.
- Administered agreements, maintaining accurate records and ensuring adherence to contractual terms.
- Maintained excellent customer relations by providing clear explanations of service processes and repair outcomes, ensuring client understanding and satisfaction.
Direct Dispatch Chat
Apple Inc
01.2022 - 01.2022
- Multiple Chats on a consistent basis
- Typed responses within time allotted
- Attended meeting and coaching pertaining to the role
- Utilized procedures to assist tech support in their role to further assist the customer
IOS Senior Advisor
Apple Inc.
09.2015 - 02.2019
- Demonstrated professional troubleshooting expertise on a supervisor level
- Advised customers and internal staff to offer successful and timely resolution to issues
- Implored service-focused passion towards customers to exceed metrics
- Provided technical support of all iOS products, including: iPhones, iPads and iPods
- Operated multiple applications simultaneously and efficiently while assisting customers to meet business needs
- Reviewed training requirements to stay abreast of company technology, updates, and processes
- Escalated to SSE Engineers and followed up
HELP DESK ESCALATION SPECIALIST / CUSTOMER ACCOUNT EXECUTIVE
Comcast Cable
07.2013 - 08.2015
- Resolved high-level customer escalations related to sales, service, products and billing
- Effectively managed approximately $1M in monthly customer billing, including: management of payment issues and billing discrepancies
- Provided accurate billing information and support
- Answered customer questions and concerns related to service problems, products and features
- Created and presented sales presentations to educate and position all
- Comcast products for transitioning service
- Assisted IT department when systems were down regionally
Education
HIGH SCHOOL DIPLOMA -
John F. Kennedy High School
Skills
- P>SAP
- P>Excel, MS Word
- P>Training and mentoring
- P>Customer Relations
- P>Team Building
Accomplishments
- Accomplished being selected to be a Senior Advisor (R) by completing Senior Level support with accuracy and efficiency.
- Collaborated with team of different departments in the development of return to work training.
- Accomplished maintaining metrics to be selected for a return to work trainer to teach employees the new changes that was implemented by the company while on leave, to make an easy transition back to their role
Personal Information
Title: Customer Relations Advisor.
Education
Willingboro, NJ
Timeline
Direct Dispatch Chat
Apple Inc
01.2022 - 01.2022
Customer Relations +
Apple, Inc, AHA AMR
02.2019 - Current
IOS Senior Advisor
Apple Inc.
09.2015 - 02.2019
HELP DESK ESCALATION SPECIALIST / CUSTOMER ACCOUNT EXECUTIVE
Comcast Cable
07.2013 - 08.2015
HIGH SCHOOL DIPLOMA -
John F. Kennedy High School
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