Experience

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  Tjx

  Aug 2001 - Dec 2005

  Customer service coordinator

  • Responsible for Front Line Service Desk operations and control, Layaway admin and Jewelry sale.• Led, trained and supported Front Line Service associates in customer services management.• Responsible for resolving customer service issues and implementing continuous improvement processes.

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  Umass ems

  Sept 2006 - May 2008

  Emergency medical technician

  ● Provided Basic life support in a stressful environment (mass casualty incident) with minimal information, in a short period of time.● Taught students practical EMT skills.● Performed fire safety inspections.

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  Nimsha thaver, do

  Jun 2007 - Sept 2010

  Office manager

  ● Managed the medical practice, medical billing, and establishing and building of office infrastructure● Built office computer network from the ground up including printers and wireless connectivity with handheld devices.● Researched and implemented an Electronic Medical Records (EMR) model that incorporated practice management software that was both low cost and leading edge that delighted the physician and resulted in a very efficient organization with minimal paperwork. ● Interviewed and screened new employees and reviewed code of conduct and employee expectations. Onboarded all new employees and provided training in all aspects of the practice, including electronic medical records. ● Provided technical support to office staff as needed and responsible for infrastructure management, recruitment, and marketing for the practice. ● Provided hands on management of patient medical histories, vital signs etc. to support physician as needed. Show less

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  Sleep healthcenters

  Aug 2010 - May 2011

  Patient care manager

  ● Oversaw all activities associated with SHC and referring providers to ensure a superior customer service while satisfying provider requirements. ● Managed and verified patient’s insurance and personal data to ensure uninterrupted service to patient.● Secured appropriate insurance referral authorization for patients when required by the insurance carrier, and ensured that all SHC referrals were entered promptly in the system.● Managed and submitted sleep study reports and billing information to ensure timely payments of bills.● Maintained electronic sleep study activity databases to ensure data integrity. Show less

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  Apple

  Aug 2011 - Mar 2018

  Expert

  ● Managing all aspects of technology training, marketing and product launches for the area.● Developed and implemented a Products and Services training program that helped catapult the team to exceed customer expectations and resulted in the successful launch of multiple new products, including the iPhone, iPad, Mac and Apple Watch. Developed and executed training strategies from company training indexes.● As primary Subject Matter Expert (SME), liaised with team members and clients to provide technical solutions to meet complex consumer and business requirements with 100% client satisfaction. Recognized on multiple occasions for high NPS (Net Promoter Score). Also recognized on social media for going above and beyond for customer service.● Quickly assimilated and demonstrated proficiency in new technology and rapidly disseminated knowledge to entire team. Demonstrated ability to quickly learn about new products on the fly.● Quickly builds rapport with customers, understands and acknowledges concerns and leverages technical expertise to rapidly resolve issues. ● Selected to attend pre-launch training for new product lines (product information was restricted to only a few individuals in the company). Used knowledge and training to tailor marketing and support strategies for product launch in area.● Partnered with leadership to communicate training opportunities and solutions to facilitate employee career development and growth. Recognized multiple times with peer “High Fives” for employee coaching and feedback.● Mentored team members and facilitated Products and Services training for all employees. ● Supported the Business Team as part a Business Retail Experience to act as a liaison between the customers and the Business team in a consumer and B2B level. Additionally exceeding performance goals, and turn mild prospects to owners.● Perform SAP inventory management transactions such as cycle counts, receiving, issues and restocking Show less

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  Apple

  Apr 2020 - Nov 2024

  As an Apple Retail at Home Advisor, I developed a diverse skill set through delivering exceptional customer support, resolving technical issues, and promoting Apple’s values—all in a remote environment. This role fostered strong competencies that are highly transferable to a wide range of industries and positions. Key Skills and ResponsibilitiesCustomer Service Excellence • Provided personalized solutions for customer inquiries, ensuring satisfaction and loyalty. • Built rapport and maintained professionalism in all interactions..Technical Support Expertise • Diagnosed and resolved hardware and software issues efficiently. • Guided customers through troubleshooting steps with clarity and patience.Product Knowledge and Training • Maintained up-to-date knowledge of Apple products and services. • Educated customers on features and updates to enhance their experience.Transferable Skill: Product expertise and training, valuable in sales, product management, and training roles.Brand Advocacy and Representation • Upheld Apple’s commitment to innovation and exceptional service. • Effectively communicated Apple’s brand values to build trust and loyalty.Remote Work and Time Management • Successfully managed a home-based workspace to ensure uninterrupted service. • Leveraged CRM systems and tools to track customer interactions and performance.Conflict Resolution and Empathy • Resolved escalated customer concerns with calm and empathy. • Ensured positive outcomes even in challenging situations.Consultative Selling • Recommended products and services aligned with customer needs. • Supported sales goals by building value and trust in offerings.SummaryThis role equipped me with versatile skills in customer service, technical support, remote operations, and brand advocacy. These competencies translate seamlessly into industries such as IT, sales, marketing, and operations management, making me adaptable to diverse professional opportunities. Show less

  • Genius

    Oct 2021 - Nov 2024

  • Technical Expert

    Mar 2018 - May 2023

  • RAH Advisor-iOS Tier 2 Support

    Apr 2020 - Mar 2021
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  Umass global

  Dec 2023 - now

  Software engineer fellow