Kaitlyn Ochelli

I am a Senior Technical Support Advisor at Apple, where I resolve technical and business-related inquiries for an average of 100 customers weekly. My commitment to excellence is reflected in my consistent achievement of a customer satisfaction (CSAT) rating of 85% or higher. I take pride in delivering onboarding support to returning employees, which enhances knowledge retention and accelerates reintegration timelines.

In my role, I maintain top-tier performance across Category One metrics, including average handle time, resolution rate, and quality assurance scores. I also facilitate presentations for new hires, introducing them to on-site recreational activities, inclusion & diversity resources, and career development pathways. My leadership extends beyond technical support; I spearheaded and chaired Raleigh United, an advisor-led inclusion & diversity board, driving workplace engagement and fostering an inclusive culture.

Previously, I served as a Senior Associate Lead at PetSmart, where I supervised a team of over 10 employees and managed daily operational efficiency. I was the primary escalation point for customer concerns, which significantly reduced issue resolution times and boosted customer satisfaction scores. My experience in performance coaching and conflict resolution has equipped me with the skills necessary to excel in fast-paced environments.