Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zachary Kirschler

Union,KY

Summary

Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Adept at driving results through effective leadership and fostering a positive work environment.

Overview

7
7
years of professional experience

Work History

Help Desk Supervisor

Valvoline
03.2024 - Current
  • Supervising a team of 24 Help Desk technicians, conducting regular one-on-one coaching and performance reviews.
  • Ensuring timely resolution of 90,000+ tickets yearly, monitoring ticketing system (ServiceNow) to maintain exceeding expectations for SLA's.
  • Track and report KPI's such as average handle time, call volume, QA (Quality Assurance) to senior leadership to identify trends and improvement areas.

Customer Support Security Technician

Valvoline
11.2021 - 03.2024
  • Installed, maintained, or repaired security systems, alarm devices, or related equipment, following blueprints of electrical layouts and building plans for all Valvoline Instant Oil Change locations in the U.S. and Canada (2,000+ locations).
  • Provided level 1 troubleshooting to customers with burglary, card access, fire, and video systems.
  • Maintained accurate records of customer service calls and inputted all information into company's database (ServiceNow)

Lead Genius

Apple
06.2021 - 11.2021
  • Led team of 40 members while providing exceptional customer service.
  • Ranking number one in customer satisfaction (Over 30 stores). Identified and resolved problems through root cause analysis and research.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.

Genius

Apple
02.2019 - 06.2021
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Technical and Sales Expert

Apple
07.2018 - 02.2019
  • Executed diagnostics, troubleshooting and evaluations on Apple iOS and Mac devices.
  • Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.

Education

BBA - Marketing

EASTERN KENTUCKY UNIVERSITY
Richmond, KY
05.2020

Skills

  • Learning on the fly
  • Problem Solving
  • Interpersonal Savvy
  • Managing Vision and Purpose
  • Conflict Management
  • Command Skills
  • Customer Focus
  • Timely Decision Making

Timeline

Help Desk Supervisor

Valvoline
03.2024 - Current

Customer Support Security Technician

Valvoline
11.2021 - 03.2024

Lead Genius

Apple
06.2021 - 11.2021

Genius

Apple
02.2019 - 06.2021

Technical and Sales Expert

Apple
07.2018 - 02.2019

BBA - Marketing

EASTERN KENTUCKY UNIVERSITY

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Zachary Kirschler