Open to opportunities

Mindy Rice

@mindyrice

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Experienced operations manager with a strong background in technical support.

United States

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What I'm looking for

I am looking for a role that challenges me and allows for growth.

I am a dedicated professional with 25 years of experience at Apple, where I have honed my skills in leadership, technical support, and project management. My journey began as an AppleCare representative, where I developed a strong foundation in customer service and technical troubleshooting. Over the years, I have progressed through various roles, culminating in my current position as Production Support Operations Manager for Apple TV+. Here, I lead a team of Tier 1 Help Desk agents, ensuring that our support processes meet the high standards expected by Apple.

Throughout my career, I have successfully managed high-profile projects and fostered collaborative relationships across multiple teams. My experience as an Engineering Program Manager allowed me to oversee engineering deliverables and coordinate efforts across various departments, enhancing our operational efficiency. I am passionate about continuous learning and strive to expand my knowledge and skill set, which has been instrumental in my career growth.

Experience

Work history, roles, and key accomplishments

Production Support Operations Manager - AppleTV+

Apple Inc.

Feb 2022 - Present (3 years 5 months)

Currently, I lead a team of Tier 1 Help Desk agents supporting Apple Studios television and film productions. My responsibilities include managerial duties, fostering relationships, and developing SOPs and workflows.

Leadership Technical Support Project Management Quality Assurance Technical Writing Wrike

Engineering Program Manager

Apple Inc.

Jun 2021 - Present (4 years 1 month)

During my 6-month career experience, I acted as an Engineering Program Manager, providing project and program management support for the Machine Intelligence/Neural Design organization. I managed the entire portfolio for an organization of over 65 engineers, coordinating cross-functional engineering efforts and overseeing the delivery of high-profile projects.

Engineering Project Management Project Management Program Management Agile Scrum Data Collection Sprint Planning Radar Management

EPM for MIND's Advanced ML Research Group

Apple Inc.

Jun 2021 - Present (4 years 1 month)

I managed and tracked two projects, partnering with the group lead to support 7 machine learning researchers. My responsibilities included tracking processes such as sprint planning, radar management, and executive reporting, while also supporting the team with documentation creation and technical writing.

Project Management Machine Learning Technical Writing Documentation Sprint Planning Radar Management Reporting

AHA - Retail At Home Program

Apple Inc.

Jan 2020 - Present (5 years 6 months)

I took on a Retail Team Lead role in the new Retail At Home program, leading a team of 28 chat advisors. My responsibilities included organizing mentorship and training, fostering positive working relationships, and driving month-over-month growth in key metrics.

Team Leadership Mentorship Training Customer Service Performance Monitoring Data Analysis Communication

Fiction Author

Bold Strokes Books

Jan 2011 - Present (14 years 6 months)

I have written and published three books, going through multiple rounds of writing and copyediting alongside my official editor. This experience has honed my skills in creative writing and meticulous editing.

Proofreading Publishing Creative Writing Editing

Lead Genius

Apple Inc.

Jan 2008 - Present (17 years 6 months)

As a Lead Genius, I managed a team of over 30 individuals in Genius Services, driving success in repair quality, speed, and customer satisfaction. I spearheaded new trainings and initiatives, monitored performance metrics, and fostered open communication within my team.

Team Management Customer Service Repair Quality Training Performance Monitoring Leadership Communication Technical Support

Genius

Apple Inc.

Jan 2003 - Present (22 years 6 months)

As a Genius, I supported customers at the Genius Bar by repairing both computers and relationships. I consistently exceeded expectations, becoming a leader on my team for results and customer satisfaction.

Customer Support Technical Troubleshooting Customer Satisfaction Leadership Problem Solving

AppleCare Representative

Apple Inc.

Jan 2000 - Present (25 years 6 months)

During my time with AppleCare, I served as a Tier 1 Mac Phone Advisor and then progressed into the Tier 2 department of Technical Service Provider Support. I provided support to Education clients and Apple Authorized Service Providers.

Technical Support Customer Service Phone Support Troubleshooting Client Services Education support

Education

Degrees, certifications, and relevant coursework

University of California - San Diego

Graduate Certificate, Copyediting

Obtained a Graduate Certificate in Copyediting, enhancing skills in editing and proofreading various forms of content.

University of Denver

Master of Science, Information and Communication Technology

Completed a Master of Science in Information and Communication Technology with a Telecommunications Concentration, focusing on advanced topics in the field.