Michael S. Blackwell SUMMARY * Excellent technical support, customer service, communication, computer and problem solving skills * 5+ years Help Desk and Customer Service Phone Support experience. * Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult clients. * Bachelors degree and 90 credits in Computer Science RELATED EXPERIENCE 2008 – 2013 Apple Technical Support and Customer Service Advisor, APAC Customer Services Inc., Charlotte NC Answered, resolved and logged up telephone and email Technical and Customer Service Support inquiries per day troubleshooting IT resolution, product usage, billing and other service related issues in a high-volume, customer service support, production environment. Assisted with installation and troubleshooting of hardware, software and operating systems; iOS, Mac OSX and Windows 7 via Boot Camp. Utilized internet searches, databases and Apple proprietary computer applications in a Mac OS X and Windows environment. Assisted customers with password resets, recruited prospective management and customer service sales team members. Scheduled interviews and appointments via online internet interface. Key Accomplishments: * Top Advisor on team for fiscal year 2013, 3 out of 4 fiscal quarters of that fiscal year, and the last fiscal month * Received APAC Customer Services, Inc, Excellence Award for Key Performance Indicators in recognition of outstanding performance and contributions based on issue resolution, customer satisfaction, adherence to performance metrics and number of surveys completed by customers. * Received Phenomenal Customer Service Award for 100% Customer Satisfaction * Received Perfect Attendance Ovation EDUCATION Bachelor of Fine Arts, Painting, Maryland Institute College of Art, Baltimore, MD Additional 90 undergraduate credit hours: University of Baltimore, Baltimore, MD Major: Computer Science Bucks County Community College, Newtown, PA Major: Fine Arts; Major: Business Data Processing
Posted on: Sun, 07 Sep 2014 22:08:44 +0000
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