Matthew Ciernia

I am a professional with over a decade of experience improving operational efficiency, strengthening team performance, and delivering exceptional client support across technology, healthcare, creative, and autonomous vehicle sectors. I am known for advanced communication skills, analytical thinking, and meticulous attention to detail, with a proven ability to manage complex workflows in fast-paced, customer-centric environments. I am highly skilled in Microsoft 365, Slack, CRM systems, and digital content tools, leveraging technical proficiency to streamline processes and enhance cross-functional collaboration. I am passionate about building strong client relationships, optimizing day-to-day operations, and contributing to organizational success through strategic problem-solving and data-driven insights.

Remote Autonomous Vehicle Assistance Operator

I oversee real-time operations of autonomous vehicles to ensure safety, effectiveness, and on-time service delivery. I proactively resolve real-time operational issues using critical thinking, significantly enhancing service efficiency and reliability. I accurately log and document all operational interactions, maintaining concise and auditable records for compliance and performance analysis. I leverage advanced problem-solving skills to address client and operational concerns, consistently achieving positive outcomes. 

Content Creator / Social Media Manager

I craft engaging content strategies that drive audience engagement, leading to increased follower interaction and brand visibility. I develop interactive campaigns using trending formats, resulting in improved audience retention and participation. I monitor analytics to track performance metrics and provide actionable insights that inform future content direction and strategic adjustments. I foster a positive online community by responding to follower inquiries, strengthening brand loyalty and customer relationships. 

Customer Service Representative

I provided high-quality customer support, consistently achieving strong satisfaction ratings and fostering long-term client relationships. I documented all customer interactions with clarity and accuracy, ensuring reliable digital records that supported efficient follow-up and issue resolution. I helped improve client retention by delivering attentive, solutions-oriented service tailored to individual needs. I applied critical thinking and problem-solving skills to resolve customer issues promptly, contributing to faster resolution times and positive client outcomes. 

Construction Photographer

I captured high-quality construction progress from foundation to occupancy, delivering comprehensive exterior and interior imagery that highlighted key architectural features. I managed and optimized daily routes to ensure timely and efficient coverage across multiple communities. I navigated diverse outdoor conditions, terrains, and multi-story sites to reliably document each build phase. I uploaded and organized extensive image libraries on the company platform, enhancing builder portfolios and client engagement. 

Senior AppleCare Support T2 Advisor

I achieved top 5% performance in customer satisfaction, handle time, and technical resolution, maintaining a 95% CSAT rating. I managed 30+ complex calls daily, providing clear guidance and Tier 1 consultations to customers and colleagues. I escalated technical issues to engineering teams, ensuring prompt resolution and thorough documentation. I enhanced customer experience through proactive support strategies, contributing to increased overall satisfaction. 

AppleCare Mac+ Support T1 Advisor

I delivered educational presentations that enhanced team knowledge and collaboration. I resolved customer issues promptly, ensuring high satisfaction and loyalty. I was certified in multiple Apple platforms, providing expert product support. I mentored peers, fostering a culture of continuous learning and improvement. 

Touch Validation Infrastructure Technician - Career Experience

I soldered circuit boards for international lab testing, improving prototype hardware reliability. I conducted iPad case studies that refined prototype testing and enhanced engineering processes. I created instructional videos for robot maintenance, increasing technical training efficiency. I managed and streamlined lab inventory, optimizing equipment organization, availability, and reducing downtime. 

Genius

I resolved complex technical issues, enhancing customer satisfaction and trust in Apple services. I expedited device repairs, reducing turnaround time and improving service ratings. I coordinated with team members to troubleshoot complex software issues, fostering a supportive environment that encouraged knowledge sharing and effective solutions. I analyzed customer feedback trends to identify common issues, enabling targeted staff training and improving overall service quality.

Assistant to personal Appearance & Alternative Programming Agents

I managed schedules and calendars for two active talent agents, streamlining daily operations and coordinating auditions and conference calls. I negotiated and booked client materials in collaboration with agents, managers, promoters, and producers. I prepared and refined client packages for submission to production companies, casting services, and executives. I arranged all aspects of domestic and international travel, including airfare, ground transportation, accommodations, and detailed itineraries.