Esteban M.

Experience

• 

  Best Buy

  Sept 2005 - Jan 2012

  Product Process Supervisor

  - Assisted in launching new store locations in Manhattan, Queens, and the Bronx.- Managed warehouse inventory and organized products to minimize shrinkage.- Prepared and documented all inbound and outbound product shipments.- Provided excellent customer service by consistently and accurately managing products on the sales floor.- Developed weekly schedules and managed the labor budget for the Inventory and Asset Protection teams.- Mentored and trained employees on operational compliance, warehouse standards, and inventory management. Show less

• 

  Apple

  Oct 2020 - Apr 2021

  Applecare Advisor

  - Provided remote technical support and troubleshooting for Apple hardware and software as a service (SaaS) platforms, ensuring timely issue resolution and achieving a 95% customer satisfaction rating. - Served as the primary point of contact for customer inquiries, effectively managing a high volume of requests across multiple communication channels. - Delivered exceptional customer experiences by offering tailored solutions and providing clear, step-by-step guidance. - Mentored and trained colleagues on best practices for remote customer interactions, time management, case documentation, and effective communication. - Collaborated with management to establish a feedback loop, ensuring alignment with Apple's standards for both customer and advisor experiences. Show less

• 

  Apple

  Feb 2023 - now

  - Oversaw the backstage inventory processes, including receiving, counting, returning, and task execution, achieving 99% inventory accuracy.- Collaborated with cross-functional teams to communicate accurate stock levels, ensuring optimal sales performance.- Led initiatives to improve brown overpack signage, resulting in 99.4% accuracy in physical inventory, which optimized efficiency and upheld Apple brand standards for backstage overstock.- Provided product expertise to customers, educating them about Apple's Software as a Service (SaaS) offerings to enhance their overall experience.- Implemented visual merchandising standards and contributed to strategies for new product launches at the store level.- Developed and delivered training programs for operations teams, focusing on inventory management and operational compliance.- Partnered with Apple leadership to offer feedback and planning support for product launches and store initiatives.- Drove sales through effective backend organization of a dynamic product line. Show less - Tested completely new applications and enhancements to existing retail systems.- Collaborated with a globally diverse team that required constant communication and timely decision-making to achieve our goals.- Created tickets based on testing results, which helped develop solutions for functionality or accessibility failures.- Adapted quickly to changing work patterns as the testing environment and our goals evolved.- Submitted tickets with enhancement requests for future software releases. Show less

  • Operation Specialist

    Jan 2012 - now

  • User Acceptance Tester

    Feb 2023 - Mar 2023