Natalee Ortiz

About Natalee Ortiz

I’m a Technical Customer Support Manager at PwC, bringing 14 years of progressive leadership experience from Apple Inc, where I led high-performing technical support teams and optimized service operations in one of the world’s most customer-focused environments.At Apple, I partnered with cross-functional teams to improve service workflows, elevate customer experience, and drive key performance metrics. My background spans managing complex repair systems and inventory platforms (SAP, CRM, Jamf), coaching technical teams through high-stakes escalations, and translating operational data into actionable strategy.My work has been recognized with multiple Ovation Awards, including Most Improved Net Promoter Score (NPS) and Best Performing Genius Bar (AMR region). I’ve also led initiatives tied to revenue growth, technical training, and operational excellence—making an impact both on the frontline and behind the scenes.At PwC, I’m excited to apply my strengths in systems thinking, technical support leadership, and people development to help teams scale, adapt, and deliver exceptional outcomes in a fast-moving, growth-focused environment.Core CompetenciesSystems & Workflow Optimization (SAP, Jamf, CRM, Service Channel)Technical Support Leadership (Apple Certified iOS & Mac Technician)Team Coaching & DevelopmentScheduling, Staffing, & Performance ManagementHR & Policy Enforcement | Vendor & Facilities ManagementCross-functional Communication & Customer Experience StrategyTechnical Training, Troubleshooting, & Onboarding ProgramsAlways open to connecting with leaders and teams who value thoughtful execution, data-informed decisions, and a customer-first mindset.

Experience

1. Us Technology Customer Support Manager

   PwC

   Jan 2026 — Present · New York, NY, US

Education

• City Tech, CUNY

  Associate of Science - AS, Accounting

  2007 — 2009

• Baruch College

  Bachelor of Arts - BA, English Language and Literature/Letters

  2009 — 2012