At Apple, I own customer onboarding and technical deployment journeys, helping clients adopt hardware and software features successfully. I manage 15–20 complex escalations daily, coordinate with internal teams, and consistently achieve 95%+ CSAT scores.
I've developed support workflows and diagnostic frameworks that improve troubleshooting efficiency in high-volume environments. I also train customers and technicians, mentor junior team members, and turn customer requirements into actionable feedback.
I'm bilingual in English and Spanish and am completing a B.S. in Computer Science at the University of Houston-Downtown.
