Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shawn Rutherford

Toronto,ON

Summary

Dynamic and detail-oriented Technical Support Manager with over a decade of experience in customer service within a leading technology company. Skilled in leading and mentoring diverse teams, adept at improving customer experiences, and proficient in managing complex customer interactions with empathy and efficiency. Passionate about the cryptocurrency industry and leveraging my technical expertise to enhance customer satisfaction and drive continuous product improvements.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Technical Support Manager (Lead Genius)

Apple Inc.
10.2022 - Current
  • Lead, coach and mentor a team of 50+ support specialists in a high paced customer facing retail environment, enhancing team's ability to meet and exceed customer service standards.
  • Training, team development and creating a strong community to enhance the brand recognition.
  • Implement daily strategies for quick response and resolution times, significantly improving customer satisfaction metrics.
  • Led technical support team to win the “Ovation Award", awarded to the "Genius" team for highest customer satisfaction score improvement in a quarter as measured by Medallia Net Promoter System (NPS).

Technical Support / Technician (Genius)

Apple Inc.
02.2016 - 10.2022
  • Provided exceptional in person customer service by explaining complex technical details in a friendly concise manner to individuals from various backgrounds and job positions.
  • As an remote Apple At Home Advisor, received inbound phone calls from customers to provide first-level support and troubleshoot issues with service, equipment or customer accounts.
  • Use diagnostic tools to identify hardware and software issues
  • Acted as a customer advocate, gathering and relaying customer feedback to improve service quality and optimize the end user experience.

Technical Support Specialist

Apple Inc.
05.2010 - 02.2016
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality to their personal devices.
  • Expert in guiding customers through complex sign-up processes and identity verifications, ensuring a smooth transition and high level of customer satisfaction.
  • Installed software updates and used mobile device diagnostic tools to resolve hardware issues.
  • Documented repair processes for future technical support actions.

Inventory Control Specialist

Apple Inc.
01.2006 - 05.2010
  • Coordinated inventory control processes, optimizing operational efficiency and accuracy in product management.
  • Streamlined operational efficiencies by supervising inventory cycle counting processes, including accounting and reporting of surplus, product returns and damages.

Education

RTVT Diploma - Television And Video Production

Seneca College of Applied Arts And Technology
North York, ON

Skills

  • 10 years in customer service, technical assistance and instruction
  • Demonstrated ability to adapt to rapidly changing technology and find solutions to challenging customer scenarios without a clear precedent
  • Proven track record in quickly identifying and resolving customer issues, maintaining high responsiveness across multiple support channels
  • Advanced written and verbal communication skills

Certification

  • Apple Certified Macintosh Technician (ACMT)
  • Expertise in Mac OS, iOS, iWork Suite, Microsoft Office Suite, Slack and Zoom software

Timeline

Technical Support Manager (Lead Genius)

Apple Inc.
10.2022 - Current

Technical Support / Technician (Genius)

Apple Inc.
02.2016 - 10.2022

Technical Support Specialist

Apple Inc.
05.2010 - 02.2016

Inventory Control Specialist

Apple Inc.
01.2006 - 05.2010

RTVT Diploma - Television And Video Production

Seneca College of Applied Arts And Technology

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Shawn Rutherford