Open to opportunities

Hakini User

@hakiniuser

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Dedicated Senior Advisor with expertise in technical support.

United States

Message

What I'm looking for

I am looking for a role that values customer satisfaction and teamwork.

I am a dedicated Senior Advisor with over 10 years of experience in technical and customer support. My career has been focused on providing exceptional service and support to customers, specializing in remote assistance and troubleshooting. I pride myself on my ability to manage complex support cases and guide customers through system issues, ensuring they receive the highest quality service.

At Apple, I provided expert-level support, maintaining a customer satisfaction rating above 90% while resolving a high volume of inquiries. My experience includes collaborating with engineers and tier 2 teams to address complex technical issues and documenting support cases in Salesforce for future reference. I have also trained new hires in customer service protocols, demonstrating my commitment to team collaboration and knowledge sharing.

Experience

Work history, roles, and key accomplishments

Current

Senior Advisor

Current

Apple

May 2020 - Present (5 years 2 months)

Provided expert-level support to Apple customers via phone, chat, and email, handling both hardware and software troubleshooting. Maintained a customer satisfaction rating above 90% while resolving a high volume of daily inquiries. Specialized in supporting Mac OS, iOS, and integrated Apple services including iCloud, Mail, and device syncing.

Zendesk Salesforce Mac iOS Email Support Remote Assistance Troubleshooting CRM Tools

T-

Customer Support Associate

T-Mobile

Jun 2013 - Feb 2018 (4 years 8 months)

Assisted customers with account, device, and billing issues in a fast-paced retail environment. Promoted service plans and upsold accessories, contributing to store sales targets. Trained new hires in customer service protocols and internal systems.

Customer Service Retail Sales Training Troubleshooting Account Management Billing Support Sales Targets

Education

Degrees, certifications, and relevant coursework

ITT Technical Institute

Associate of Science, Computer Programming

Completed an Associate of Science degree in Computer Programming. Gained foundational knowledge in programming principles and software development.

Broward College

Associate of Science, Business Management

Obtained an Associate of Science degree in Business Management. Developed skills in business operations, management principles, and organizational strategies.