Braden Bell

- Multi-channel handling of support over chat, email, phone, and ticketing systems - Call center real time metric analysis as an independent contributor in a fast-paced environment with no downtime - Partnering with leadership and advisors to find the best solutions for schedule adherence and real time support issues - Process Evaluation and Enhancement: suggested standardizing processes that would lead to better reporting of productivity from each resource, and where resources were being used if not being used in main job function. - Standardization of Communications: suggested communications copy that was adopted by team for everyday usage and integrated into process workflows. - Reporting Data: took over data reporting for monthly team metrics using Tableau and Excel data.

- Proofed and/or edited responses to customers from Apple over the Twitter and Communities support platforms - Calibrated with peers, management, and stakeholders to define SOP and guidelines for Apple responses on these platforms - Performed ongoing task analysis to further optimize the processes in place and presenting my feedback to Team Managers, Area Managers, and Senior Specialists

- Engineered and established standards and business processes for a new team focusing on Apple visibility and addressing issues regarding Apple products for users on Apple Discussion Forums - Provided troubleshooting information to users on the Apple Discussion Forums with an aim to address root cause - Engaged with team of peers to resolve issues arising from attempting to provide troubleshooting information to users · Completed ongoing task analysis to further optimize the processes in place

- Provide sales support to Apple's retail store customers. - Performed in the top 10% of sales employees during this time.

- Developed skills necessary to troubleshoot and perform root cause analysis on all manner of Apple hardware and software issues, exceeding expectations of Apple’s customers in a high-stress and time sensitive environment - Provided quality mobile support for customers experiencing difficulties with Apple products - Ensured support to customers provided solutions to best achieve satisfaction for Apple products and services

- Edited and customized deliverables to station’s specifications for video format, audio format, and content, while utilizing a variety of resources in order to satisfy stakeholders’ expectations - Supervised the production, duplication, and shipment of deliverables - Processed raw media resources to be used in deliverables - Skills used: data processing, SQL manipulation, video editing and overlay/mask creation