Nicholas Morganti
Niagara Falls
Summary
I'm driven by a genuine passion for people, I find fulfillment in creating meaningful interactions and ensuring every customer feels truly heard and valued. Adaptable and ever-curious, I've cultivated an approach that merges warmth with professionalism. In a dynamic environment, I thrive on connecting, understanding, and delivering, always seeking that extra mile to make someone's day better. My journey in customer service is fueled by shared smiles, grateful feedback, and the belief that every touchpoint is an opportunity for positive impact.
Overview
6
6
years of professional experience
Work History
Apple Technical Support Representative
Concentrix
05.2023 - Current
- Delivered exceptional customer service, maintaining professionalism and empathy during challenging situations.
- Effectively translated complex technical information into user-friendly language for customers lacking advanced expertise.
- Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
- Managed high call volume while maintaining a focus on quality service and customer satisfaction.
- Demonstrated patience when working with frustrated or dissatisfied clients, focusing on finding effective solutions to their problems.
Apple Technical Support Representative
Transcom
10.2022 - 05.2023
- Delivered exceptional customer service, maintaining professionalism and empathy during challenging situations.
- Effectively translated complex technical information into user-friendly language for customers lacking advanced expertise.
- Managed high call volume while maintaining a focus on quality service and customer satisfaction.
- Maintained up-to-date knowledge of Apple products, software updates, and emerging technologies to provide accurate information to customers.
- Demonstrated patience when working with frustrated or dissatisfied clients, focusing on finding effective solutions to their problems.
- Reduced escalations to higher-level support teams by effectively resolving customers'' inquiries on initial contact.
- Adapted communication style to suit diverse clientele, ensuring comprehension of technical concepts regardless of experience level.
- Diagnosed and troubleshot hardware, software and network issues.
Apple Technical Support Representative
Concentrix
04.2021 - 10.2022
- Delivered expert-level technical assistance to a diverse customer base, adeptly navigating intricate challenges across multiple systems and applications, covering an extensive range of time zones
- Forged strong partnerships with leadership teams to expedite escalations and deliver prompt issue resolution, consistently achieving elevated customer satisfaction metrics
- Demonstrated proficiency in diagnosing connectivity disturbances, encompassing both Wi-Fi and cellular intricacies, leveraging best-in-class protocols and tools
- Mastered and applied the company's diagnostic methodology, ensuring swift and accurate identification and resolution of customer challenges
- Led in-depth analyses to unearth the root causes of customer grievances, crafting exhaustive solutions to address product or service challenges
- Consistently prioritized and met customer demands with agility and professionalism, cultivating and retaining trust through exceptional service delivery.
Machine Operator
Aevitas
10.2020 - 04.2021
- Calibrated and fine-tuned machine settings to optimize production performance
- Supervised machine operations to detect and rectify anomalies, ensuring seamless functionality
- Boosted production efficiency by making precise machine adjustments tailored to specific run requirements
- Executed rigorous inspections of both products and machinery, upholding the highest quality and efficiency benchmarks
- Documented comprehensive machine performance data, maintenance schedules, and repair logs in adherence to industry standards and best practices.
Dishwasher/Kitchen Hand
Niagara Brewing Company
10.2018 - 10.2020
- Proactively took on roles in critical areas during peak hours, including culinary preparation, guest reception, and dining area maintenance
- Supported the team by diligently replenishing essential supplies across both server stations and the kitchen
- Upheld kitchen standards by ensuring cleanliness, effective waste management, and organized storage of supplies
- Rigorously ensured that dining ware was sanitized, systematically rotated, and compliant with the restaurant's safety protocols
- Demonstrated proficiency in operating dishwashing equipment, and meticulously hand-cleaned specialty kitchenware
- Skillfully managed the care and cleaning of dining utensils, ensuring minimal wear and zero breakage.
Education
GED -
Stamford Collegiate
Skills
- Problem Solving Skills Expert
- Strong Communication Skills Expert
- Mobile Devices Experienced
- IOS Experienced
- MacOS Experienced
- Billing Experienced
References
References available upon request
Timeline
Apple Technical Support Representative
Concentrix
05.2023 - Current
Apple Technical Support Representative
Transcom
10.2022 - 05.2023
Apple Technical Support Representative
Concentrix
04.2021 - 10.2022
Machine Operator
Aevitas
10.2020 - 04.2021
Dishwasher/Kitchen Hand
Niagara Brewing Company
10.2018 - 10.2020
GED -
Stamford Collegiate
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