Summary
Overview
Work History
Education
Skills
Timeline
Generic

Niall Fanning

Spartanburg

Summary

Dynamic Apple Technical Support Representative with a proven track record at Teleperformance USA, excelling in technical problem-solving and customer service. Recognized for enhancing first call resolution rates and fostering client relationships through effective communication. Proficient in software diagnostics and dedicated to delivering exceptional support in fast-paced environments.

Overview

8
8
years of professional experience

Work History

Apple Technical Support Representative

Kelly Connect
04.2023 - Current
  • Assisted customers with technical inquiries and troubleshooting for Apple products.
  • Provided support for software installations and updates on various devices.
  • Resolved customer issues through effective communication and problem-solving techniques.
  • Documented interactions in ticketing system to ensure accurate tracking of customer concerns.
  • Maintained knowledge of product features and troubleshooting procedures to assist users effectively.
  • Adapted quickly to new software tools and updates, ensuring efficient customer support operations.
  • Engaged in training sessions to develop skills in technical support and customer service best practices.
  • Contributed to team success by meeting or exceeding individual performance metrics regularly.
  • Adapted communication style to suit diverse clientele, ensuring comprehension of technical concepts regardless of experience level.
  • Effectively translated complex technical information into user-friendly language for customers lacking advanced expertise.
  • Provided remote support to customers via phone, email, chat, or screen-sharing applications as needed.
  • Utilized comprehensive understanding of Apple hardware, software, and services to resolve a wide range of technical inquiries.
  • Implemented follow-up procedures to ensure complete resolution of customer issues and continued satisfaction after initial contact.

Rural Mail Carrier Associate

USPS
08.2022 - 01.2023
  • Delivered mail and packages efficiently to rural addresses in all weather conditions.
  • Maintained accurate records of deliveries and customer interactions using USPS tracking systems.
  • Assisted customers with inquiries, providing exceptional service and resolving issues promptly.
  • Followed established safety protocols to ensure personal and public safety during deliveries.
  • Adapted quickly to changes in route or delivery assignments as needed for operational efficiency.
  • Managed time effectively to meet delivery schedules while maintaining quality standards.

Apple Technical Support Representative

Teleperformance USA
07.2021 - 07.2022
  • Collaborated with team members to enhance service delivery and improve user experience.
  • Streamlined the support process by creating clear documentation of common issues and resolutions.
  • Assisted in developing a knowledge base of frequently asked questions and solutions for more efficient issue resolution.
  • Increased positive customer feedback by consistently providing knowledgeable and friendly assistance.
  • Managed high call volume while maintaining a focus on quality service and customer satisfaction.
  • Supported cross-functional teams in identifying opportunities for improvement within the organization''s technical support processes.
  • Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
  • Collaborated with team members to share knowledge and develop solutions for complex technical problems.
  • Demonstrated patience when working with frustrated or dissatisfied clients, focusing on finding effective solutions to their problems.
  • Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
  • Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact.
  • Improved first call resolution rates by efficiently diagnosing and addressing customers'' concerns.
  • Conducted training sessions for new hires, ensuring their proficiency in Apple product support techniques.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.

Customer Service Representative

SYKES
01.2017 - 07.2020
  • Resolved customer inquiries efficiently through various communication channels.
  • Assisted customers with product selection and troubleshooting issues effectively.
  • Documented customer interactions accurately in CRM system to ensure follow-up.
  • Collaborated with team members to enhance service delivery processes.

CNA

Haymount Rehabilitation Center
02.2017 - 01.2019
  • Assisted residents with daily living activities, promoting independence and dignity.
  • Monitored vital signs and reported changes to nursing staff for timely interventions.
  • Maintained a clean and safe environment by adhering to hygiene and safety protocols.
  • Collaborated with multidisciplinary teams to ensure comprehensive patient care plans.

Education

Grays Creek High School
Hope Mills, NC
06.2015

Skills

  • Flexibility
  • Learning agility
  • Operating system proficiency
  • Software diagnostics
  • Technical problem solving
  • Apple product expertise
  • Problem sensitivity
  • Advanced troubleshooting
  • Client relationship building
  • Software installation
  • Device configuration
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Network support
  • Active listening
  • Effective communication
  • Remote technical support
  • Decision-making
  • Remote support
  • Help desk support
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Team building
  • Technical troubleshooting

Timeline

Apple Technical Support Representative

Kelly Connect
04.2023 - Current

Rural Mail Carrier Associate

USPS
08.2022 - 01.2023

Apple Technical Support Representative

Teleperformance USA
07.2021 - 07.2022

CNA

Haymount Rehabilitation Center
02.2017 - 01.2019

Customer Service Representative

SYKES
01.2017 - 07.2020

Grays Creek High School

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Niall Fanning