Timothy McCaskill
Pompano Beach,FL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
Work History
Apple Technical Advisor
Kelly Services, Apple
07.2020 - Current
- Conducted in-depth product research to provide customers with informed recommendations tailored to their needs.
- Implemented innovative problem-solving strategies to resolve customer concerns swiftly and efficiently.
- Developed rapport with clients by actively listening and empathizing, creating a positive customer experience.
- Collaborated with cross-functional teams to address complex customer inquiries, ensuring comprehensive support.
- Contributed to a high-performance work culture by consistently exceeding performance metrics and targets at 91% or more.
- Reduced call handle time to 10 minutes while streamlining processes and implementing efficient solutions for common issues.
- Managed escalated cases efficiently, liaising with senior advisors when necessary to achieve successful outcomes.
- Improved first-call resolution rates through effective troubleshooting and problem-solving techniques.
Professional Chauffeur
Uber
02.2014 - 08.2021
- Transported high-value clients with professionalism and discretion.
- Answered, scheduled and responded to reservation calls at specific times and locations.
- Waited for passengers at designated high-volume locations such as airports and popular nightlife spots.
- Stored passenger luggage and personal items with care for safety and security.
- Maximized passenger satisfaction by keeping vehicles in safe and clean operating condition.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Personal Shopper
Instacart
06.2018 - 08.2021
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Conferred with customers to understand their needs and make targeted product recommendations.
- Worked productively with customers to meet order requirements and service expectations.
- Maintained 95% high satisfaction ratings by completing orders quickly and making good selections for customers.
- Reviewed customer orders closely to locate desired items and checked the app regularly to identify any changes.
- Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
Valet Attendant
AmeriPark LLC
02.2019 - 03.2020
- Established positive guest relationships through consistent delivery of excellent customer service.
- Surveilled parking areas to watch for vandals and other issues likely to cause damage to or theft of vehicles.
- Reported any customer-oriented issues immediately to assistant manager for swift assistance and resolution.
- Assessed lot and determined most effective parking scheme to bolster number of available spaces.
- Assisted guests with loading and unloading luggage and delivered instructions to front desk for check-in.
- Recorded make, model and exact location of each parked vehicle for easy retrieval.
- Escorted drivers to vehicles and helped load or carry large items.
Call Center Customer Service Representative
Hire New Customers LLC
02.2012 - 03.2014
- Contributed to company achieving and holding industry-leading customer service ratings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers how to use company systems, complete forms and obtain desired services.
- Answered over 5 calls per hour to meet fast-paced call center demands.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Plainfield Central
Plainfield, IL05.2007
Skills
- Customer billing inquiries management
- Customer service experience
- Customer complaint resolution
- macOS Knowledge
- Billing Systems and Software
- Client Relationship Building
- Active Listening
- Networking Fundamentals
- Software Support
- Hardware diagnostics
- iOS Proficiency
- Problem-solving abilities
Timeline
Apple Technical Advisor
Kelly Services, Apple
07.2020 - Current
Valet Attendant
AmeriPark LLC
02.2019 - 03.2020
Personal Shopper
Instacart
06.2018 - 08.2021
Professional Chauffeur
Uber
02.2014 - 08.2021
Call Center Customer Service Representative
Hire New Customers LLC
02.2012 - 03.2014
High School Diploma -
Plainfield Central
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