Matthew Steffens

1006 Warrington Dr
Austin, Texas 78753
Mobile: 512-940-4826


PROFILE HIGHLIGHTS

Extensive experience in fast paced retail, sales, and customer service

environments.

Passionate about the customer experience, with a record of outstanding customer

service

Consistently demonstrated exceptional results by leading, motivating and

inspiring external and internal customers.

Creates and maintains strong relationships with the internal and external
customer.

CORE COMPETENCIES
Organizational Agility Dealing with Ambiguity Customer Focus
Humor Peer Relationships Listening
Relevant Business and Technical Acumen Detail oriented Composure
EXPERIENCE
iOS Advisor to World Wide AppleCare, Apple Inc., Austin, TX - July 2012 - Present
iTunes Store Billing and Account Advisor, Apple Inc., Austin, TX - March
2014 - Present
-Research customer account and billing issues
-Provide information related to financial institutions and fraudulent transactions
-Probe to determine the origin of these transactions
-Assist customers with better securing their accounts and information
-Process refunds, credits, and regrants for items within the stores
-Troubleshoot download and connection issues when interacting with the store
-Maintain a superior level of customer satisfaction

Agreement Administration Advisor to World Wide AppleCare, Apple Inc.,
Austin, TX - September 2013 - December 2013
-Provide contract solutions for clients' AppleCare Agreements
-Verify authenticity of origin and agreement through additional data collection
and research
-Utilize tools to perform extensive research regarding products, purchases,
coverage, redemption, etc.
-Resolve disputes between Third Party company partners and clients over
contract discrepancies
-Process refunds for clients whose products exhibit ineligibility
-Educate clients on policies and procedures relating to contracts and their
personalized needs

iOS Advisor to World Wide AppleCare, Apple Inc., Austin TX - July 2012 -
Present
-Provide personalized solutions to customers based on their needs
-Created and captained a Peer Development group
-weekly contributions and education delivered during team meetings
-built presentations
-heightened performance and morale
-engaged team members through competition and participation
-Maintained customer and company relationships through trust and rapport
-Completed extensive troubleshooting steps to isolate technical issues
-Developed new ways to approach common or emerging issues

Full Time Lead Visuals Specialist, Apple, Ann Arbor, MI April 2010
May 2012
-Drive for results in a fast paced high tech environment
-Delegate responsibility to visuals team members ensuring smooth product
launches and overnights
-Create strong customer relationships by recommending solutions based on needs
through probing and listening
-Overcome objections and combat negative attitudes with understanding while
informing and educating
-Inspire by facilitating energetic workshops and one on one instruction
-Train and develop Team Members toward a detail oriented career at Apple, Inc.
in a Leadership Role
EDUCATION
Oxford High School, Oxford, MI 2001 - 2005
University of Phoenix - BSIT/SE Austin, TX 2014 - Expected 2018

INTERESTS AND OTHER TALENTS
Animal Enthusiast and Volunteer
Musician and Vocalist
Epicurean