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upwards efficiently to next level for fast resolution and maintaining customer satisfaction.

Deal efficiently & effectively to all customer queries whilst maintaining call quality through
every call at all times.

In your role as first point contact with customer – ensuring to channel upwards to
Management any repeat issues immediately along with regular feedback forums with
Management the purpose of regular customer contact – to enable to wider team review
processes etc. to enable change and continuous improvements

Maintaining call quality on every call – at all times demonstrating constant excellent
customer service in every engagement.

Calls will be monitored and feedback will be given to support continuous improvement with
call handling. You will be responsible to effect all recommendations with always a focus on
continuous improvements.
Keeping customer informed (KCI) – in accordance with set KPI’s while customer
queries/escalations are being resolved.
NPS – responsible for NPS surveys and results – linked to customer experience.
As you evolve to a more experienced executive you will naturally become involved with
reviewing methods on continuous improvement on the whole customer experience, your
contributions and inputs will play a valuable role.
Reaching & excelling all targets as outlined by your manager
Additional duties required as the role evolves.

I relocated in Spain Barcelona where I lived for several months and I also travelled in Europe
and then I returned in Ireland.

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I worked for Apple Computers from the 23th of September 2009 until the 30 of April 2012
as a Mac expert Sales department on the Italian market, consumer and business.
My main responsibilities and tasks were :

 Understand Apple’s Digital Lifestyle strategy and how Mac fits into this
 Provide consultative sales solutions to customers based on their needs, following
the Apple Online Store Customer Engagement model
 Understand how to leverage multiple sources of information to stay current on
product features and technology changes
 Understand how to appropriately set the customers’ expectations after they have
placed their order, e.g. “what happens next,” to ensure a favorable end-to-end
purchasing experience
 Enter new Sales orders into the appropriate system(s) where appropriate
 Seek to build rapport with customers so that they will actively seek the agent to
process their next Apple Store requirement.
 Achieve sales goals set out on a quarterly basis while providing an excellent
customer experience
 Business Acumen

July 2008 to January 2009