Mike K.

Key Skills

Software

Other

Top Subject Matter

Customer support case management (operational data tracking)

Social response event operations and sentiment reporting

Workforce management analytics for customer support operations

Top Data Types

Text

Top Task Types

Data Collection

Freelancer Overview

AppleCare Partner Relations – Tier 1 Advisor (May 2022 – Jan 2023). Brings 6+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Internal, Proprietary Tooling, and Other. Education includes Bachelor of Science, Troy University and Bachelor of Arts, University of Central Oklahoma. AI-training focus includes data types such as Text and labeling workflows including Data Collection.

Labeling Experience

AppleCare Tier 2 iOS & Mac Advisor (Jan 2023 – Present)

OtherTextData Collection

Analyzed advisor workload and case-volume trends to identify coverage gaps and optimize scheduling alignment with service level goals. Built and used Excel-based tracking and forecasting to visualize team coverage needs across time zones and project case demand. Documented scheduling adjustments and shared reporting with leadership to maintain transparency and adherence to SLAs. • Forecasted case demand and visualized coverage needs in spreadsheets • Monitored KPI and service level alignment through operational reporting • Planned staffing adjustments balancing productivity and training • Produced documentation and leadership-facing reports for SLA compliance

2023 - Present

AppleCare Partner Relations – Tier 1 Advisor (May 2022 – Jan 2023)

TextData Collection

Managed and reconciled inbound case-flow information across AppleCare and Developer Relations to keep operational records accurate and current. Used Excel and internal tracking tools to monitor workload distribution and maintain up-to-date allocation data for service coverage. Coordinated with leadership to anticipate workload changes and recommend coverage adjustments based on trends. • Tracked case status and resource allocation using spreadsheets and internal systems • Supported scheduling and prioritization decisions between teams • Maintained documentation accuracy and accountability for coordinated work • Prepared updates for leadership to support staffing and coverage planning

2022 - 2023

AppleCare Social Response Advisor (Aug 2021 – Feb 2022)

TextData Collection

Coordinated social response coverage during high-traffic events by using reported contact-volume and scheduling information to ensure adequate staffing. Collaborated with teams to anticipate spikes in customer inquiries and adjust operational plans in real time. Provided reporting on social sentiment spikes to inform schedule changes during events and product launches. • Coordinated event coverage schedules and operational readiness • Monitored customer contact volume patterns to anticipate demand • Compiled and reported social sentiment indicators • Drove real-time schedule adjustments based on event reporting

2021 - 2022

Education

Work History