Adam Wise
Technical & Customer Support Professional
Summary
Dedicated Technical & Customer Support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of post-secondary education
Work History
AT-HOME TECHNICAL SUPPORT ADVISOR
Apple, Inc
2015 - 2015
- Used critical thinking to break down problems, evaluate solutions for hardware and iOS software issues for iPhones, iPads, and Apple Watches.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly maintaining 100% Customer Satisfaction Survey score.
- Multi-tasking utilizing wealth of resources to efficiently provide quality support for 15-20 customers daily.
- Participated in internal chat groups to provide team members with real-time assistance.
Senior Customer Service Representative
Progressive Insurance
Phoenix, Arizona
2007 - 2010
- Addressed on average 65 inbound customer calls daily regarding complex underwriting or billing questions.
- Excelled as Top performer (top 10%) by maintaining high quality and being available to answer calls during high volume periods including time as Work From Home representative.
- Exceeded team goals and collaborated with team members to implement customer service initiatives.
- Analyzed individual customer situations and formulated resolutions enabling positive customer experiences.
- Mentored new team members to strengthen performance and job expertise.
- Maintained current knowledge of company policies, underwriting guidelines, and marketing initiatives to better serve each customer.
Resolution Specialist
Progressive Insurance
Phoenix, Arizona
2002 - 2006
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Used critical thinking as part of fraud prevention unit to evaluate potential policies and make decisions regarding legitimacy of new policy applications.
- Informed parties of relevant laws, regulations and constraints for cases.
- Utilized ability to multitask by advising up to 50 front-line sales representatives daily on complex underwriting, technical or procedural issues for internal customers and escalated calls from external customers.
- Drew upon mentoring skills to share knowledge and experience by helping to train new Resolution Specialist representatives in other U.S. locations.
Direct Sales Representative
Progressive Insurance
Phoenix, Arizona
1997 - 2002
- Managed average of 50 inbound calls per day as licensed insurance agent in 10 high call volume states.
- Sold insurance for automobiles, motorcycles, boats and recreational vehicles.
- Worked flexible hours; night, weekend, and holiday shifts.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific insurance products.
- Educated customers about insurance terminology, options and benefits to improve sales and customer satisfaction.
- Trained and coached new call center team members on computer systems and customer service strategies.
Education
Bachelor of Arts - General Studies
Arizona State University
Phoenix, Arizona 09.2010 - 05.2016
Skills
Remote Technical Support - Excelled at troubleshooting hardware and software issues for Apple customers
Complaint resolution - Skilled at de-escalating conflicts with customers
Creative problem solving - Ability to solve issues in non-traditional ways
Collaborative - Experience working within a team and across departments to reach objectives and solve problems
Timeline
Bachelor of Arts - General Studies
Arizona State University
09.2010 - 05.2016
Direct Sales Representative
Progressive Insurance
1997 - 2002
Resolution Specialist
Progressive Insurance
2002 - 2006
Senior Customer Service Representative
Progressive Insurance
2007 - 2010
AT-HOME TECHNICAL SUPPORT ADVISOR
Apple, Inc
2015 - 2015