Manager, Worldwide AppleCare Training Performance Group 2004-06 Manager, Worldwide AppleCare Contact Center Quality Team 2001-03 Manager, Worldwide AppleCare New Agent Training Team 2001-04 Project Manager III, Quality & Preparedness Team Lead 1997-00 Education Sales Development Executive 1995-96 Technical Support Specialist 1994-95
Over ten years of experience in quality, training and development with the company who defined the cutting edge of technology and customer service. During this time Rob developed and managed global call center support, quality and training teams, developed training, interacted with several vendor partners, helped globalize the training organization, revised phone agent work flow and business process design and delivered training to hundreds of employees and Apple partners. Managed teams in Ireland, Japan, India, Australia, Canada, California and Texas.
Power Computing Corp. 1996-97
Positions held:
Education Services Manager Technical Support Manager
Managed teams as both Education Manager and Technical Support Manager for Service and Support. Created the corporate training plan, implementing procedures for employee, vendor and customer education. Managed teams of curriculum development professionals and classroom delivery instructors. Performed call monitoring and delivered corrective action plans for call center personnel.
Strait Music Co. 1986-1994
Manager, Music Systems Division
Manager of Music Systems Division and Macintosh, MIDI specialist for the 18th largest full line music retail outlet in the U.S. Duties included sales, personnel management, inventory maintenance and buying for a business with sales over 4.5 million dollars annually. Macintosh and DOS/Windows technical support by phone and personal consultation on all facets of music technology to a wide range of professional and educational clients. Several years of trade show and clinic experience.