Lead Repair Technician Resume

SUMMARY

I am an experienced Lead Repair Technician and Apple Care Advisor who is passionate about providing quality customer service and technical support.
I have a strong technical background and excellent communication and problem - solving skills.
I am highly organized and detail-oriented and have a proven track record of meeting deadlines and staying within budget.
I am confident in my ability to lead a technical team and ensure all repairs are completed on time and to the highest quality standards.
I am confident that my experience in hardware asset management and technical support will enable me to be successful in this role.

Areas of Expertise

PROFESSIONAL EXPERIENCE

Confidential

Lead Repair Technician

Responsibilities:

Led a team of technicians to provide excellent technical services to customers
Monitored and analyzed performance data and preparing reports to identify areas for improvement and develop plans to address them
Developed and executed strategies to improve customer service and satisfaction
Managed customer inquiries and complaints in a timely and professional manner
Developed and maintained technical and process documentation
Ensured compliance with all safety, health and environmental regulations
Ensured all repairs were completed on schedule and to the highest quality standards
Modified customer service process to reduce complaints by 10%
Improved customer satisfaction by 15%
Reduced job completion time by 25%
Led a technical team of 6 technicians, providing training, mentoring and motivating them to improve performance
Monitored and analyzed customer service data, identifying areas of improvement and developing strategies to enhance customer satisfaction
Managed customer inquiries and complaints, resolving them promptly and professionally
Developed and maintained technical and process documentation to ensure compliance with safety,health, and environmental regulations
Drove the repair team, ensuring repairs were completed on schedule and to the highest quality standards
Upsold Asurion Home Plus, placing 2nd in the district for most sales out of 32 locations

Confidential

Apple care Advisor

Responsibilities: