Summary
Overview
Work History
Education
Skills
Certification
Certifications
Timeline
Generic

Sherwin Carmant

Orlando,FL

Summary

  • Excellent case management skills.
  • Proficient with macOS, iOS/iPadOS and Windows
  • Strong problem-solving abilities
  • Adaptability in ambiguous situations.
  • Project Management
  • Effective communication with Technical and Non-technical audiences.
  • Self-driven, able to work independently or collaboratively.
  • Cultivates and maintains long-term customer relationships.
  • Software as a Service (SaaS
  • Positive and influential team member.
  • Web Conferencing

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Nearpod, Learning
08.2021 - Current
  • Respond to customer queries efficiently via phone, email, and chat using help desk software and remote support tools.
  • Completed over 50 emails and 30 chat conversations per day with 90% accuracy and consistently high customer satisfaction scores.
  • Facilitate team training and contribute to process improvements.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained and managed customer files and databases.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.

Operations Specialist

Apple Retail
03.2018 - 07.2021
  • Conducted onsite inventory management in multiple Apple Stores in Orlando, FL, and in Williamsburg, NY.
  • Investigated and resolved discrepancies in inventory using SAP
  • Maintained Apple's visual standards and managed inventory communication with party vendors.
  • Consistently maintained inventory accuracy of 99%.
  • Tracked and analyzed reports to determine needed improvements and inventory
  • Encouraged and promoted ideas aligned with business needs and benefits
  • Conducted root cause analysis in deficient areas to identify and resolve issues
  • Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy

IOS Technical Advisor

AppleCare
06.2020 - 10.2020
  • Provided technical support and problem-solving solutions to customers via voice and chat services
  • Efficiently managed multiple tasks in fast-paced environments
  • Stayed up-to-date with product information and software to deliver optimal solutions.
  • Adapted quickly from working on-site to working remotely.
  • Multitasked up to 4 to 6 chat conversations at a time.

Product Zone Specialist

Apple Retail
12.2017 - 03.2018
  • Delivered exceptional customer service by understanding customer needs and suggesting suitable products
  • Established Net Promoter Score (NPS) of 94%.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Created inviting environments for customers by maintaining store organization and cleanliness.
  • Opened, shelved, and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Maintained up-to-date knowledge of store sales, payment policies, and security standards.

Education

Bachelor of Science - Psychology

University of Central Florida
Orlando, FL
12.2018

Skills

    Highly skilled and proactive customer Support Specialist with a Bachelor's degree in Science from UCF Demonstrated ability to deliver exceptional customer service by effectively identifying and resolving customer inquiries in a timely manner Proficient in handling various technical and software-related issues, particularly on Apple devices, macOS, iOS/iPadOS and Windows Experienced in managing logistics, inventory, and maintaining visual merchandising standards Strong problem-solving abilities, both independently and as a collaborative team member Adaptable and positive, with a proven track record of cultivating long-term relationships with customers Excellent communication skills, capable of effectively conveying technical information to both technical and non-technical audiences

Certification

Available upon request

Certifications

Apple Technical Support Certification

Timeline

Customer Support Specialist

Nearpod, Learning
08.2021 - Current

IOS Technical Advisor

AppleCare
06.2020 - 10.2020

Operations Specialist

Apple Retail
03.2018 - 07.2021

Product Zone Specialist

Apple Retail
12.2017 - 03.2018

Bachelor of Science - Psychology

University of Central Florida

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Sherwin Carmant