MARKITA WEST
Tickfaw
Summary
Finance and operations professional with a strong history of improving service quality and operational efficiency. Recognized for delivering exceptional customer experiences and implementing training programs that enhance advisor readiness. Expertise in fostering cross-functional collaboration to address complex financial challenges and streamline business processes.
Overview
8
8
years of professional experience
Work History
AppleCare Customer Relations (CR+) Agent
APPLE INC.
01.2018 - Current
- Achieved the AppleCare Excellence Award for exceptional customer experience and operational performance.
- Resolved complex customer and operational issues through advanced problem-solving and risk assessment, improving service quality.
- Partner with multiple internal organizations to identify root causes and drive timely resolutions.
- Led training initiatives for employees on Payment Gateway Tool implementation, enhancing team proficiency.
- Earned recognition for contributions to teamwork, innovation, and achieving business results.
Business & Partner Support Mentor (Rotation)
Apple Inc.
04.2025 - 10.2025
- Developed mentoring resources and learning content to enhance advisor performance and ensure business readiness.
- Enhanced knowledge transfer and boosted employee engagement through focused mentoring initiatives.
- Conducted coaching conversations and provided performance support to returning advisors, fostering their reintegration.
- Collaborated with leaders across regions to meet operational and workforce objectives.
Accounts Receivable Specialist
Apple Inc.
03.2022 - 10.2022
- Managed government accounts and collections activities, ensuring timely payments and compliance with regulations.
- Investigated payment discrepancies and reconciled account balances.
- Collaborated with Cash Applications, Credit, and Sales teams to effectively resolve financial issues, enhancing interdepartmental communication.
- Released customer orders on hold, balancing financial risk with customer satisfaction and operational efficiency.
- Supported revenue recognition activities through account analysis and issue resolution.
Education
MASTER OF BUSINESS ADMINISTRATION (MBA) - Finance & Human Resources
University of Phoenix
Phoenix, AZ04-2025
Bachelor of Science - BUSINESS ADMINISTRATION
Alcorn State University
Lorman, MS05-2009
Skills
- Financial analysis and reporting
- Accounts receivable management
- Business operations optimization
- Data analysis and insights
- Account reconciliation processes
- SAP proficiency
- Process improvement strategies
- Stakeholder management skills
- KPI reporting and tracking
- Strategic planning expertise
- Risk assessment techniques
- Training and development initiatives
- Cross-functional leadership abilities
- Microsoft Excel proficiency
- Problem-solving capabilities
- Microsoft Office Suite expertise
- Outlook management skills
- Process documentation standards
- Customer relationship management
Accomplishments
- AppleCare Excellence Award
- Selected Payment Gateway Tool Pilot & Trainer
- Exceeded Expectations Rating - Teamwork
- Multiple Applause Award Recipient
- Created Mentoring Content for Advisor Development Programs
Personal Information
Title: AppleCare Customer Relations S3 Advisor
Timeline
Business & Partner Support Mentor (Rotation)
Apple Inc.
04.2025 - 10.2025
Accounts Receivable Specialist
Apple Inc.
03.2022 - 10.2022
AppleCare Customer Relations (CR+) Agent
APPLE INC.
01.2018 - Current
MASTER OF BUSINESS ADMINISTRATION (MBA) - Finance & Human Resources
University of Phoenix
Bachelor of Science - BUSINESS ADMINISTRATION
Alcorn State University