Mina Kaner
Los Angeles,CA
Summary
Customer Success and Technical Support professional with 4+ years of experience managing complex customer issues and escalations in high-volume environments. Known for clear communication, calm problem-solving, and strong case ownership from issue identification through resolution. Experienced in documenting issues, coordinating follow-ups, and working cross-functionally to ensure consistent customer outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Genius
Apple Inc.
08.2024 - Current
- Owned high-complexity customer cases end-to-end, setting expectations, providing timely updates, and driving resolution in a fast-paced environment.
- Diagnosed and reproduced software and workflow issues, documenting findings and coordinating escalations to restore customer outcomes quickly.
- Led team enablement on new tools and process updates, improving consistency of customer experience and operational execution.
- Produced weekly failure and repeat-issue analysis; identified root causes and implemented process improvements that increased repair success by 18% and reduced repeat incidents.
- Partnered cross-functionally to prioritize operational goals and improve quality, throughput, and customer satisfaction outcomes.
Genius
Apple Inc.
02.2022 - 08.2024
- Resolved 3,200 customer technical issues across multiple product lines by quickly identifying root cause, explaining options clearly, and confirming resolution.
- Managed escalations and complex cases requiring strong judgment, detailed documentation, and calm communication under pressure.
- Communicated trends and emerging issues to internal partners with clear written notes to support faster resolution and improved customer outcomes.
- Performed hardware/software service actions while maintaining high standards for accuracy, compliance, and customer experience.
Technical Specialist
Apple Inc.
08.2021 - 02.2022
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Delivered consistent, high-quality customer assessments and documentation, achieving 100% accuracy in a single quarter.
- Collected diagnostic data and synthesized findings into clear customer-facing explanations and actionable next steps.
Customer Operations & Client Support Lead
Sole Choppers LLC.
06.2019 - 12.2021
- Acted as primary point of contact for customer inquiries and post-purchase issues, ensuring timely resolution and clear communication.
- Coordinated order fulfillment and issue tracking, providing proactive updates to reduce confusion and improve customer trust.
- Identified recurring customer and operational issues, implementing simple process improvements to reduce errors and delays.
- Maintained clear documentation of orders and customer interactions to support consistent follow-through and retention.
Education
Associate of Science - Social Sciences
Santa Monica College
Santa Monica, CA03-2021
Skills
- Customer case ownership & issue resolution
- Customer communication & escalation management
- Cross-functional collaboration
- CRM & case management systems
- Technical troubleshooting (hardware & software)
- Issue triage & root cause analysis
Certification
- Google Project Management Certificate — Coursera
- Customer Success Foundations — Coursera
- Professional Communication Skills — Coursera
Timeline
Lead Genius
Apple Inc.
08.2024 - Current
Genius
Apple Inc.
02.2022 - 08.2024
Technical Specialist
Apple Inc.
08.2021 - 02.2022
Customer Operations & Client Support Lead
Sole Choppers LLC.
06.2019 - 12.2021
Associate of Science - Social Sciences
Santa Monica College