Nyjel Todd

Technical Consultant @Asurion

San Bruno, CA, US

Achieved highest onboarding recognition among new hires — awarded ACE points for top assessment scores, technical training completion, and exceptional engagement during onboarding.Ranked in top 10 technicians in Northern California region for fastest repair turnaround, completing battery and back-glass replacements in under 1 hour and display repairs in under 30 minutes, consistently meeting OEM quality and safety standards.Performed component-level repairs on 1,500+ Apple and Samsung smartphones annually, including display assemblies, batteries, back glass, and small parts replacements, with a 98% first-pass yield and 90% customer satisfaction rating.Managed inventory of SKUs using Excel and proprietary repair management systems; coordinated parts procurement, deliveries, and stock audits to maintain 99% accuracy and reduce device downtime by 15%.Delivered Tier 1 & Tier 2 remote technical support for AT & T customers, troubleshooting iOS and Android devices via chat at 80 WPM; resolved issues in an average of 15 minutes with a 90%+ CSAT.Created and maintained a shared Google Workspace resource with 100+ standardized troubleshooting workflows and canned responses, cutting average handle time by 25% and improving first-contact resolution rates.Trained and mentored four new technicians on device disassembly/reassembly, ESD safety, and customer interaction best practices, resulting in a 20% increase in team repair efficiency within 30 days.Implemented continuous improvement initiatives by standardizing diagnostic processes, reducing repeat repairs, and aligning workflows with Assurant quality control and production metrics.

Merritt College

Associate of Science - AS