Work experience

• French AppleCare Advisor (Tier1&Tier 2)

  Apple EMEA Headquarters

  2016.12-2025.06

  (9 years)

  as a French AppleCare Advisor, delivering world-class support across Apple’s ecosystem. Proven ability to diagnose complex technical issues, educate customers, and champion the Apple brand with a focus on user satisfaction and efficiency. Now seeking to bring this extensive Apple experience to the retail environment as a Technical Specialist at the Apple Store UAE, combining deep technical knowledge with outstanding customer service and cultural awareness. Key Skills & Competencies Apple Ecosystem Expertise – macOS, iOS, iPadOS, iCloud, Apple ID, iTunes, Apple Watch, and related hardware/software Customer-Centric Support – Delivered Tier1&Tier 2 support to French-speaking customers across EMEA Troubleshooting & Diagnostics– Skilled in technical triage, system diagnostics, and remote problem resolution Multilingual Communication– Fluent in French & English, experienced in diverse cultural settings Training & Empowerment– Coached customers on best practices and self-service tools Cross-Functional Collaboration – Worked with engineers, product teams, and regional Apple Store teams Cultural Adaptability – Experience working with global teams. Professional Experience Delivered high-quality technical support to Apple customers across France and French-speaking countries in EMEA Specialized in resolving issues related to iCloud, Apple ID, iOS devices, MacBooks, and Apple accessories Achieved 95%+ customer satisfaction (CSAT) consistently over multiple quarters Collaborated closely with Tier 3 escalation teams and Genius Bar support to resolve complex technical cases Trained new advisors and mentored peers on call quality, empathy, and deep product knowledge Recognized by leadership with Top Advisor Award in 2019 and 2021 for excellence in support delivery.

Educational experience

• CEFEP Montreuil ,France

  Information Technology / Commerce & Services

  1992.01-1994.01

  (2 years)

  BTS ACTION COMMERCIAL

Languages