Daniel Roberts

My role is to optimize business processes and ensure the efficient functioning of the departments I'm involved in. I will gather, analyze, and interpret data to provide insights and recommendations for improving operational efficiency, reducing cost/resource usage, and enhancing overall performance. A few stand out points:

• Implemented wide level of automation across multiple different internal departments, leveraging data to build reports, tools and alerts.
• Worked closely with in-house chatbot development team to identify weak points and to suggest improvements, boosting containment from 70% to 92%, derived from upwards of 65,000 customer contacts per day.
• Generate reports of findings to help management with key decision making.

• Supervise and lead a team of 20 customer support representatives, providing guidance, coaching, and mentorship to foster a positive and productive work environment.
• Ensured operations and performance standards were understood and followed by employees
• Act as point of contact for escalated customer inquiries, demonstrating strong problem-solving skills and ensuring timely issue resolution.

• Lead a team of 8 customer support representatives, providing coaching, training, and performance feedback to maximize productivity and quality of service.
• Develop and implement team goals, strategies, and key performance indicators (KPIs) to achieve and exceed departmental targets.
• Monitor and analyze customer service metrics and trends to identify opportunities for improvement.

• Diagnose and repair a wide range of Apple products, including MacBooks, iPhones, iPads, and iMacs, adhering to Apple's quality and safety standards.
• Conduct in-depth hardware and software diagnostics to identify and resolve technical issues efficiently and effectively.
• Maintain accurate service records, documentation, and inventory management in compliance with Apple's guidelines.

• Provided technical support for customers interacting with our web/mobile products
• Demonstrated a heavy understanding of an ever-changing product in a fast-paced environment with high problem-solving requirements.

• Diagnose and repair a wide range of Apple products, including MacBooks, iPhones, iPads, and iMacs, adhering to Apple's quality and safety standards.
• Conduct in-depth hardware and software diagnostics to identify and resolve technical issues efficiently and effectively.
• Maintain accurate service records, documentation, and inventory management in compliance with Apple's guidelines.