Carl Nazarian Jr

• Acted as the primary contact for all IT-related issues. Managing and overseeing 8 Windows computers, 4 iMacs, 4 HP and 1 Canon All-in-One Printers. • Led the strategic development of tobacco accessories, overseeing product design, quality control, and production. • Developed a website for B2C sales, generating $7,364.15 in revenue and 17,349 online store impressions. • Utilized BlueLink software for efficient product data management, including real-time inventory and warehouse locations. • Monitor and manage customer data, ensuring its accuracy and resolving any login or website access issues promptly. • Assisted with order picking during staff shortages, ensuring uninterrupted operations. • Advised senior leadership on technology upgrades and implementations. • Participated in project workstreams across multiple departments for smooth integration processes.

• Provided frontline technical support and customer service, diagnosing and resolving issues for Apple products, including iPhones, iPads, Macs, and accessories. • Conducted hardware and software troubleshooting, including system diagnostics and repairs, utilizing tools such as GSX, Mobile Resource Inspection, and Integrated Current Checker. • Delivered personalized customer training on Apple products and services, enhancing user experience and satisfaction. • Managed and documented repair processes and customer interactions in a detailed and organized manner. • Achieved a 100% Net Promoter Score (NPS) in June 2022 by ensuring exceptional customer service and technical support. • Assisted in the training and development of new Genius and Technical Expert employees, sharing best practices and technical knowledge. • Collaborated with Leadership to identify opportunities for improving store operations and customer journey.

(Temp role while our retail location was shutdown due to COVID-19) • Provided remote technical support to customers for iOS, macOS, watchOS, and tvOS devices, ensuring high levels of customer satisfaction. • Diagnosed and resolved hardware and software issues using tools such as GSX, screen- sharing, and remote diagnostics. • Guided customers through troubleshooting steps, software installations, and hardware configurations over the phone and via chat. • Achieved and maintained high customer satisfaction scores and quality metrics through effective problem-solving and communication. • Managed a high volume of customer interactions, maintaining a consistent call log interaction rate of over 96%. • Collaborated with remote team members and supervisors to provide feedback and share best practices for continuous improvement.