Matthew Froggatt

Relocated to Waikato after living in Wellington for 22 years, to build & manage a new location for Connect NZ to service Apple Warranty & IAG\Tower\Vero insurance technology repairs for the Waikato region

• Managing repair centre staff daily and handling health & safety for the entire site.
• Handling the day to day operation of the location including all logistical operations, administrative tasks, and diving in first hand with staff with first class customer service
• Monitoring and surpassing, our KPI and SLA metrics weekly for Apple, Samsung & our insurance partners
• Carrying out indepth repairs for brands such as HP, Acer, Lenovo, Toshiba, Apple, Samsung and LG
• Maintaining certification levels for technical repair and ensuring we have sufficient consumables on hand for all models of phones etc.
• Reporting weekly to head office with zoom meetings with our other leaders in the business discussing how to improve, pave the way forward, generate more GP and quality of life improvements for staff
• Primary point of contact for all escalations through Apple & Samsung and bringing the escalations to a positive resolution

In this position we built a new workshop front facing for the lions share of Apple warranty entering the Wellington workshop, I would be facing and handling the public directly with all warranty and non warranty Apple repairs, essentially working on my own completely independent with a receptionist and logistical assistant.

• Warranty and out of warranty repair for all Apple hardware.
• Heavy weekly monitoring of our KPI Metrics with Apple and reporting on the company as a whole to the CEO detailing data across the board for all technicians
• Developed excellent relationships with NZ Apple & Australian Apple account managers
• Dealt with the public daily, facing an array of challenges as essentially the public sees us as Apple and their expectations follow suite, I became particularly confident through these years handling all manner of people including heavily disgruntled individuals and doing my utmost best to shift every scenario to a win for everybody

Full time Senior position assessing, repairing both insurance damaged laptops, MacBook's, phones and tablets

• Insurance laptop repair all brands
• Warranty Repair for Apple iPhone & MacBooks, Samsung phones & tablets
• Maintaining certification status for all required models & gear
• Mentoring & training junior technicians

• Assessment & repair of insurance damaged laptops, and extended warranty laptops
• Assessment & repair of extended warranty laptops for Harvey Norman Computers
• Assisting insurance customers with the procurement of replacement laptops and technology for complete loss scenarios