AO

Open to opportunities

Adriana Ochoa-Douglas

@adrianaochoa-douglas

Technical Support and inventory-focused professional delivering exceptional customer satisfaction.

What I'm looking for

I’m looking for a role where I can deliver exceptional technical support, improve inventory and efficiency, mentor teams, and use customer insights to raise service quality—while keeping a continuous improvement mindset.

I’m a dynamic, results-driven professional with 9 years of experience in technical support, customer satisfaction, and inventory management. I’m recognized for developing specialized training modules, providing compassionate tech support, and fostering a culture of continuous improvement through streamlined, customer-first solutions.

At Apple, I’ve served as a “Genius,” championing personalized service and repair solutions that maintain top-tier customer satisfaction while improving innovation and efficiency. I collaborate with cross-functional teams, schedule and lead team workshops, and manage parts inventory with precise tracking—ensuring 100% availability and reducing waste; I also analyzed customer interactions to develop strategies that decreased AHT by 4 minutes. Previously, as a Retail Associate at T-Mobile, I oversaw store operations, optimized staffing and workflows, led customer experience initiatives based on feedback, and presented performance metrics to leadership to drive strategic enhancements.

Experience

Work history, roles, and key accomplishments

AI

Current

Genius

Current

Sep 2018 - Present (7 years 10 months)

Provided technical support and personalized repair service while enhancing customer satisfaction. Streamlined parts inventory management to improve parts availability and reduce waste.

Technical Support Customer Satisfaction Repair Services Customer Relationship Management Strategic Thinking Time Management iOS MacOS Inventory Management Parts Management Microsoft Office Cross Functional Collaboration

AR

iOS Chat Advisor

Apple, Retail@Home

Sep 2020 - Jan 2021 (4 months)

Served as a client-focused iOS chat advisor and mentored peers to improve service outcomes. Developed strategies based on customer interactions that reduced AHT by 4 minutes, and was recognized for Best Overall Quality Adoption.

Customer Service Mentor Project Management Service quality Continuous Improvement

TM

Retail Associate

Nov 2014 - Jul 2018 (3 years 8 months)

Oversaw store operations, scheduling, and staffing to improve security, efficiency, and daily workflows. Analyzed customer feedback and performance metrics to drive actionable customer experience improvements.

Store Operations Scheduling Staffing Optimization Customer Experience Customer Feedback Analysis Performance Metrics Team Leadership

Education

Degrees, certifications, and relevant coursework

UD

University of California, San Diego

Bachelor of Science, Human Development

2020 - 2021

Activities and societies: Best Overall Quality Adoption award; mentored peers; analyzed customer interactions to reduce AHT by 4 minutes; Google Project Management Certificate (Coursera).

Earned a Bachelor of Science in Human Development. Recognized with a Best Overall Quality Adoption award and mentored peers, helping reduce AHT by 4 minutes.

Tech stack

Software and tools used professionally

iCloud

iOS

macOS

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