Ben Davis
Senior Specialist Manager at Apple
- Role
- Senior Specialist Manager at Apple
- Location
- Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About Ben Davis
Accomplished Senior Leader with extensive experience building and leading Technical…
Experience
Senior Specialist Manager
Aug 2012 — Present · Raleigh-Durham, NC, US
Oversaw the growth of the T3 operations in the AMR and ALAC region for Apple. Consolidating iOS, Mac, Health, Accessibility,Wireless, Apple Music, and Chat teams into one organization. Support AppleCare program overseeing the T3 leadership teams responsible for the technical and procedural competencies in theiOS, Mac, Accessibility, Health, Spanish, Wireless, and iTunes lines of business. These teams are responsible for:• Providing executive leadership with data analysis and reporting deep dives. Identifying trends in performance and makingrecommendations to improve proficiency across all lines of business.• Creating, maintaining, and delivering Advisor training for workshops and roundtables discussions.• Providing quality mentoring to Tier 1 and 2 Advisors in the form of call observations, one on one feedback, chat roomassistance and targeted support based on KPIs. As Area Manager, created a more efficient operating model for the role and established a custom support structure as part ofopening and establishing the new Raleigh site. Performance improvements have lead to other groups being merged into the org.and my structure design being modeled across the company internationally. As Project Manager, developed department model of operations and procedures, new hiring practices, improved performancemanagement, and department scheduling system. These resulted in an increase in skills and services offered by the department.Managed software development projects to create various tools including work distribution and tracking systems, taskassignment automation, and customer support portals. Achieved an increase of productivity of 87% over previous model. As Data Analyst and Forecasting, used Tableau and Datalab to present new insights for leadership to better digest data. Identifiedunseen call drivers leading to resolution. Pioneered solutions for issues with Teradata to Snowflake cloud database service conversion.
Education
North Carolina State University
Bachelor of Science - BS, Computer Science
1995 — 2000
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