Enterprise Strategic Business Development – Apple

April 2015 – Present (Cork, Ireland)

Established trusted relationships with strategic customer’s IT teams and key decision makers supporting Apple technologies to achieve their technical goals and expend the brand within their companies.

  • Accountable for the customer satisfaction, quality support standards and renewals. Achieved an average always greater than 90% overall on both customer satisfaction and renewals.
  • Interacted with various internal departments to successfully ensure resolutions of critical escalations.
  • Responsible for provision of Technical Advisory and Account Management services.
  • Organized onsite events to boost the resolution of complex cases and increasing relationships between keyusers and the AppleSeed (Beta) program.
  • Tracked, analysed and reported activities to identify trends and help inspire change.
  • Detected, transformed and managed AppleCare agreements in Europe and Canada. (80% of the AppleCarefor Enterprise Accounts)
  • Partnered with the Quality team to analyse and roll out replacement programs.
  • Developed and delivered trainings for trainers to promote support tools and portals in the global team,
  • Sales and product presentations to internal and external partners, resulting in increased sales across theproduct and service lines.
  • Performed Pilot testing and collected feedbacks from key users including Account managers, pre-sales andcustomers.
  • Built, as key contact for Apple in a customer’s facing environment, a solid knowledge in all Apple hardware,software procedures and Services, working with both field and global teams on a daily base.