Summary
Overview
Work History
Education
Skills
Timeline
Generic

Theresa Waddell

Fort Mitchell

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

20
20
years of professional experience

Work History

Team Manager

Apple Inc.
12.2023 - Current
  • Led employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.

Flex Mentor

Apple
06.2016 - Current
  • Remote
  • Collaborated on the development and implementation of successful training programs for advisors in multi-level support organization
  • Facilitated onboarding training for AppleCare Technical Support advisors in both phone and chat support queues
  • Facilitated promotional and career experience development training for multiple advisor populations
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions
  • Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications.

Business & Education Technical Advisor

Apple
04.2015 - Current
  • Remote
  • Analyzed data to identify root causes of problems and recommend corrective actions
  • Completed work across 15 lines of business with competing service level agreements
  • Tracked waved service fee repairs to show the impact of cross-skilled Advisors and highlight areas of opportunity across organization
  • Set up and monitored product repairs for Apple business partners
  • Acted as end-to-end point-of-contact to provide timely resolutions
  • Worked closely with management to develop processes and procedures as well as address opportunities in key performance indicators and metrics

Readiness Group Leader

Family, U.S. Army
07.2005 - Current
  • Developed and implemented a strategic communication program to ensure effective messaging between organizational leadership and 500 service members' families
  • Completed comprehensive assessments of families to identify needs and develop treatment plans
  • Implemented research-based interventions and strategies to support positive behavior and social-emotional development
  • Developed and implemented strategies to reduce and prevent family conflict
  • Planned and executed meetings, social events and philanthropic initiatives resulting in high levels of community engagement throughout deployment rotations

Finance Team Leader

Dept Of Veterans Affairs
06.2010 - 04.2013
  • Built strong relationships with employees through positive attitude and attentive response, ensuring culture of feedback
  • Educated staff on organizational mission and goals to help employees achieve success
  • Reported directly to Central TX VP of Finance for weekly assignments for team and strategic planning for rollout of new medical payments system
  • Analyzed financial trends and provided detailed financial reports to management.
  • Devised and implemented controls and procedures to promote financial accuracy.

Education

Bachelor of Science - Human Resources Management

American Public University System
Charles Town, WV
11.2023

Skills

  • Staff Management
  • Skill Development Expertise
  • Activity Planning
  • Training Material Development
  • Issue and Resolution Tracking
  • Case Management
  • Customer Accounts Management
  • Research and Root Cause Analysis
  • SAP
  • Radar
  • Sonar
  • Employee scheduling
  • Influencing skills
  • Staff development
  • Customer focus
  • Performance coaching
  • Workforce planning
  • Operational excellence

Timeline

Team Manager

Apple Inc.
12.2023 - Current

Flex Mentor

Apple
06.2016 - Current

Business & Education Technical Advisor

Apple
04.2015 - Current

Finance Team Leader

Dept Of Veterans Affairs
06.2010 - 04.2013

Readiness Group Leader

Family, U.S. Army
07.2005 - Current

Bachelor of Science - Human Resources Management

American Public University System

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