- Traveling by car to see as much as possible on vacations
- Designing and Printing 3D Models
- Video Game Design / Video Gaming
Michael Bagley
Erie
Summary
Empathetic professional with extensive experience in technical support. Recognized for mentoring new advisors and resolving complex customer issues, contributing to a culture of continuous improvement and enhanced service delivery.
Overview
16
16
years of professional experience
Work History
Applecare Advisor Level 2 (Remote)
Apple Inc.
Cupertino, CA
06.2013 - Current
- Handled over 30 calls per day
- Provided exceptional technical support for Apple products, enhancing customer satisfaction and loyalty.
- Resolved complex customer inquiries through effective troubleshooting and problem-solving techniques.
- Mentored new advisors, fostering a culture of continuous learning and improvement.
- Collaborated with team members to share knowledge and improve overall service quality.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Effectively communicated complex technical information to clients with varying levels of expertise, promoting clarity and understanding.
- Took on new challenges through out my career including joining specialized teams that were being tested for rollout.
Insurance Agent Technical Support
Adecco Technical
Erie, PA
07.2012 - 04.2013
- Worked with Agents to solve issues with agency software.
- Worked diligently to make sure there was as little interruption to agents as possible.
- Escalated issues to proper support teams when necessary.
Express Fashion Online Support
Express Clothing
Columbus, OH
06.2010 - 03.2012
- Supported customers with online order problems
- Handled extremely high call volume with efficiency and car proven with results
- Supported customer experiencing issues with the website
- Provided customers with effective support in regards to returns, exchanges, missing items, and refunds
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Bachelor of Science - Video Game Programming And Design
Edinboro University of Pennsylvania
Edinboro, PABachelor of Science - Computer Science - Programming And Virtual Design
Full Sail University (remote)
Winter Park, FLSkills
- Empathy and patience
- Software expertise
- Call handling
- Software installation
- Device configuration
- Hardware repair
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Accomplishments
- Achieved top 5% of advisors consistently
- Have received multiple awards through my tenor
Interests
Timeline
Applecare Advisor Level 2 (Remote)
Apple Inc.
06.2013 - Current
Insurance Agent Technical Support
Adecco Technical
07.2012 - 04.2013
Express Fashion Online Support
Express Clothing
06.2010 - 03.2012
Bachelor of Science - Video Game Programming And Design
Edinboro University of Pennsylvania
Bachelor of Science - Computer Science - Programming And Virtual Design
Full Sail University (remote)