David Mercado

Support global contact center leaders to frame the employee engagement initiatives Education supporting strategic objectives, driving key initiatives across site and home-based teams. Provide insights and recommendations to guide decision-making related to employee engagement, retention, scheduling and other activities. Drive ideation sessions and translate a program vision that aligns to Apple’s culture and Apple Support’s credo (culture) into operational documentation for events that stimulate quality participation in employee engagement programs. Responsible for the management and administration of AppleCare Our Voice Employee Engagement survey for 17k WW AppleCare Customer Support employees. Manage annual events with budgets of ~$4M across 6 delivery streams (Reward & Recognition Ecosystem, Employee engagement feedback process, Connection Activities, Partnership, Launch Support, and global Holiday Parties). Closely partner with cross-functional Apple teams to deliver the full spectrum of strategic and tactical Employee Enrichment services and programs. Work with leadership across different organizations to form relationships, communicate program vision, gain agreement and create a program roadmaps, and budgets for both employee enrichment and engagement programs. Define program success and operational metrics, define scorecards and reporting processes, hold retrospectives after events to define opportunities for operational and employee experience improvements. Build and maintain a suite of reference library of procedural documents and playbooks outlining team activities. Support parallel work tracks across multiple teams, including operational steps, tactics and action items, leading up to go-live and on-going, as well as supporting initiatives supporting the larger AppleCare People strategy.

Partnered with two co-chairs and a Global I&D Advisor to facilitate the relaunch of the Pride@Apple Austin Inclusion and Diversity Employee Resource Group.

Assist AppleCare Senior Managers with logistics, budget, documentation, communication, and launch of leadership meetings, team summits, conferences and other special events. Ensure consistent and clear communication throughout the AppleCare organization by design of visually interesting and informative email templates, reports, spreadsheets, and Keynote presentations. Measure and report attainment of goals, track action items and timelines for completion based on meeting actions, one-to-ones and projects. Research a more effective project management software for use by GPS, Project Management, Quality, Executive Relations and CR teams who are transitioning away from OmniOutliner & OmniGraffle Pro.

Developed training curriculum for New Advisor Training (NAT). Developed a FileMaker database to track and monitor contractual adjustments for Service Providers. Documented procedures outlining team roles and responsibilities. Provided post sales support for Apple customers by resolving repair related issues for Apple Authorized Service Providers.

Resolve post sales customer issues escalated to me by frontline agents via chat, email or phone. Answer questions from frontline agents regarding difficult post sales customer situations, fraud, or billing questions. Escalate issues to different departments through Apple regarding trends seen by frontline agents. Actively investigate new fraud attempt patterns and bank related issues.