Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shaquille Scott

Toronto,ON

Summary

Accomplished Support Manager, adept in leadership and technical support, significantly enhanced client retention through strategic outreach. Excelled in team building, training, and customer service, driving notable improvements in support quality. Leveraged documentation skills to streamline processes, achieving a marked increase in team efficiency and customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Support Manager | Memberclicks Professional

Personify
05.2022 - Current
  • Improve retention through proactive outreach and client success initiatives
  • Manage performance of individuals through continuous feedback including 1:1s and year-end reviews
  • Ensure the team members have appropriate training and other resources to perform their job
  • Maintain a strong working knowledge of Personify products and grow the working knowledge of the team
  • Support the development of personal and professional goals of direct reports
  • Monitor, score, and deliver feedback on quality of calls, emails and chats
  • Handle escalated customer issues with empathy and understanding
  • Addresses disciplinary and/or performance problems according to company policy
  • Manage incoming volume and ensure proper support coverage
  • Participate in the hiring process by providing timely, objective feedback on candidates
  • Create and deliver reports to various departments.

Product Expert | Wild Apricot

Personify
12.2020 - 04.2022
  • Engage with customers via phone, email and live chat to resolve issues and answer questions.
  • Determine the right course of action or escalation path for customer requests/issues.
  • Document and track interaction details, issues, and actionable steps taken.
  • Create and contribute to documentation initiatives including bug-reporting and knowledge-based articles to ensure up-to-date product information is available both internally and to customers via the customer portal.
  • Collaborate with development, marketing, and product design teams to improve product.

IT FIeld Technician | Uber

Milestone Technologies Inc.
04.2020 - 12.2020
  • Act as the primary contact for all Uber internal IT support requests.
  • Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers.
  • Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira.
  • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network.
  • Triage, assign, resolve, or escalate all incoming tickets.
  • General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
  • Procures, provisions and deploys equipment for end users
  • Onboarding administration. Prepares new hire hardware for deployment. Educate new hires on new software and technology related procedures to secure a swift onboarding process.
  • Examines, designs, and implements new internal procedures to improve office procedures.
  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis.

Genius

Apple Inc.
08.2019 - 03.2020
  • Performing troubleshooting and repairs with a focus on both Mac and iOS devices
  • Providing technical support to Apple customers
  • Explaining technical issues to customers with limited use of technical jargon in a way they may understand
  • Diagnosing product issues and determine whether repairs can be done or whether a replacement is needed
  • Performing both software and hardware repairs on Mac and mobile iOS devices
  • Educating team members on Apple products and services
  • Providing training and mentorship to the technical support team

Technical Expert

Apple Inc.
04.2018 - 08.2019
  • Utilizing troubleshooting skills to assist Apple customers, with a focus on iOS devices.
  • Conducting a thorough diagnosis of iOS devices, to determine whether the problem is a software issue, an issue requiring modular repair or whether a whole unit replacement is required.
  • Providing feedback to customers on what the specific issue with their device is, explaining the repair options open to them and giving guidance on the options that best meets their needs.
  • Performing software, modular and whole unit repairs on iOS devices.
  • Educating and mentoring Technical Specialists on iOS devices.

Sales Expert

Apple Inc.
01.2016 - 04.2018
  • Primarily responsible for selling Apple Products.
  • Performing demonstrations of features and benefits of Apple Mac, iOS and TVOS devices as well as third party products.
  • Demonstrating advanced features of Apple Mac and iOS devices and educating customers on how to use those features for themselves.
  • Coordinate with other Experts and Managers in order to come up with strategies that can increase overall store performance.
  • Coach and mentor Sales Specialists.

Education

Associate Degree in Paralegal Education - Paralegal Studies

Humber College
Etobicoke, Ontario
06.2016

Skills

  • Leadership
  • Sales
  • Documentation
  • Team building
  • Customer service
  • Time management
  • Technical support
  • Training

Certification

  • Apple Certified iPhone Technician (ACIT)
  • Apple Certified Macintosh Technician (ACMT)

Timeline

Support Manager | Memberclicks Professional

Personify
05.2022 - Current

Product Expert | Wild Apricot

Personify
12.2020 - 04.2022

IT FIeld Technician | Uber

Milestone Technologies Inc.
04.2020 - 12.2020

Genius

Apple Inc.
08.2019 - 03.2020

Technical Expert

Apple Inc.
04.2018 - 08.2019

Sales Expert

Apple Inc.
01.2016 - 04.2018

Associate Degree in Paralegal Education - Paralegal Studies

Humber College

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Shaquille Scott