Lucia Hall
New Orleans,LA
Summary
Experienced technology specialist with a strong background in providing technical support and implementing no-code integrations. Proven track record in troubleshooting, conducting product demonstrations, and enhancing customer satisfaction through effective communication and collaboration. Passionate about leveraging my skills to contribute to innovative solutions and continuous improvement in a dynamic SaaS environment.
Overview
7
7
years of professional experience
Work History
Genius
Apple
09.2021 - Current
- Implemented technical solutions and provided customer support, increasing customer satisfaction by 20%.
- Conducted product demonstrations and training sessions, enhancing customer proficiency with Apple products.
- Troubleshot and resolved technical issues, maintaining a 95% first-call customer resolution rate.
- Collaborated with the product development team to relay customer feedback, contributing to product improvements.
- Stayed updated with the latest technology trends, ensuring top-notch customer service and support.
Lead Genius (Career Experience)
Apple
08.2022 - 01.2023
- Led Genius Bar operations, improving metrics and securing #1 position on the Genius Bar Focus Report for Market Team 7.
- Developed and implemented technical support strategies, enhancing team efficiency and customer satisfaction by 15%.
- Conducted advanced troubleshooting and provided expert solutions, achieving a 90% customer issue resolution rate.
- Managed and mentored a team of Geniuses, fostering a collaborative environment and boosting performance by 36%.
- Collaborated with cross-functional teams to integrate customer feedback, contributing to product enhancements and process improvements.
Specialist, Operations Specialist (CE), Expert, RC
Apple
05.2017 - 09.2021
- Analyzed customer feedback and provided actionable insights to the product development team, contributing to product enhancements.
- Collaborated with cross-functional teams to streamline operations, enhancing efficiency and reducing response times by 30%
- Conducted virtual training sessions, enabling customers to maximize the use of Apple products and services.
- Demonstrated in-depth product knowledge, effectively communicating features and benefits to customers, resulting in increased customer confidence and sales revenue.
Education
Bachelor of Arts - Human Resource Management
Davenport University
Grand Rapids, MI05.2020
Skills
- No-Code Integrations
- Technical Support
- Product Demonstrations
- Customer Training
- Troubleshooting
- Customer Satisfaction
- Product Knowledge
- Team Collaboration
- Customer Feedback Analysis
- Process Improvement
- Communication Skills
- Problem-Solving
Timeline
Lead Genius (Career Experience)
Apple
08.2022 - 01.2023
Genius
Apple
09.2021 - Current
Specialist, Operations Specialist (CE), Expert, RC
Apple
05.2017 - 09.2021
Bachelor of Arts - Human Resource Management
Davenport University