Janet Farias
San Jose
Summary
I'm a customer focused and results driven person, adept at user system management, including onboarding, troubleshooting, and optimizing user interfaces. I build strong relationships, collaborate effectively, and adapt to dynamic environments. I consistently deliver positive outcomes with a hardworking and positive attitude.
Overview
3
3
years of professional experience
Work History
Technical Specialist
Apple
San Jose
05.2024 - Current
- Improved product quality by identifying and documenting critical software bugs and hardware issues, providing actionable feedback to engineering teams.
- Leveraged Apple diagnostics tools and identified effective technical techniques to proactively share solutions with peers, helping elevate team wide troubleshooting accuracy and consistency.
- Diagnosed and resolved complex technical issues for customers across a range of Apple devices (iPhones, iPads, Apple Watch, Airpods, Airtags, Apple TV.), including software, hardware, and network connectivity problems.
- Drove consistently high customer satisfaction, maintaining a 90+ Net Promoter Score (NPS) by providing professional and empathetic support.
- Efficiently managed a high-volume workload, conducting an average of 4 technical support sessions per hour, contributing to reduction in customer wait times, and positive store reviews.
- Built customer trust and fostered product adoption, achieving a 40% (6/15) conversion rate for new product ownership opportunities, contributing to potential sales revenue and long-term customer relationships.
- Helped customers build confidence with their devices by breaking down technical concepts in a simple, approachable way and offering hands on guidance.
Sales Specialist
Apple
San Jose
07.2022 - 05.2024
- Maintained a consistently high Net Promoter Score (NPS) of 90+, reflecting exceptional customer satisfaction and loyalty.
- Consistently achieved 90% close rate on customer consultations, demonstrating strong product knowledge and sales techniques.
- Generated revenue through strategic product demonstrations and customer engagement, contributing to top 1% of store's overall sales for several quarters.
- Partnered with cross-functional teams (leadership, technical support, inventory management) to ensure seamless customer experiences and optimize sales processes.
- Navigated the fast-paced retail environment with agility, effectively managing 13 new product launches while proactively keeping up-to-date with evolving Apple product information to provide expert customer guidance.
Education
Associate of Science - Business Administration
Foothill College
Los Altos, CASkills
- Fluent in Spanish (Professional proficiency in technical and customer support contexts)
- 7 years of customer service experience, with recent focus on technical support and sales at Apple
- Problem analysis and resolution
- Proficient in technical documentation and knowledge base management
- Communication and cross functional team collaboration
- Merchandising standards and visual compliance
Timeline
Technical Specialist
Apple
05.2024 - Current
Sales Specialist
Apple
07.2022 - 05.2024
Associate of Science - Business Administration
Foothill College