Mehmet Onur Kabalak

• Provided Tier-2/Senior-level technical support for all Apple products.
• Top-performer within the organization across all KPIs on a consistent basis.
• Participate and engage in team meetings to improve site performance.
• Participated in initiatives to professionally raise employee concerns and requests to senior management.
• Served as the main point of contact for escalating requests for technical assistance in Turkey.
• Inducted and trained new subject matter experts to assist with technical assistance request escalations. After training, delegated tasks to new team members.
• Expanded technical assistance requests SME project to various sites within the organization.
• Certified iOS Service Technician and active ATLAS user.

• Trained new brokers on how to use POS (TicketNetwork Company Software).
• Provided professional and courteous support to the brokers. (With Phone and Mail)
• Properly documented any issues that cannot be corrected, so the developers could address them.
• Pro-actively established and maintained effective working relationships with the sales, compliance,
  and engineering teams.
• Created support documents to educate/help the brokers.
• Used SQL to execute/run commands to fix software issues.

• Worked as a Chat/Mail Customer Support agent with higher KPI in all targets than team average.

• Selected as a Jr. Content Writer.

• Provided T2 tech support for Apple Watch, iPhone, iPod, iPad, Mac, Apple TV, iTunes, and iCloud.

• Consistent KPI Scores which are nearly always above Team Summary.
• Provided mentorships and floor support to other agents.

• RFA Design - Worked at Sales and Design Departments. - December 2017 – February 2018
• Konfor - Worked at Production, Logistics, and Design Departments. - July 2011 – August 2011

• ALFEMO - Worked at Marketing and Design Departments. - August 2010 – September 2010
• Dirinler - Worked at Quality Assurance Department. - June 2009
• İzmir University of Economics - Worked as a team member for University Advertisement.