Candice Foster Email & Phone Number

Atlanta, Ga

• Developed strategies that drove service excellence at the Genius Bar and positively impacted company goals in key metrics• Led weekly Genius Bar meetings that highlighted company priorities and reinforced the team’s connection to Apple’s values and culture• Conceived and implemented strategies that increased customer access to the Genius Bar, allowing our store to take more appointments over the course of multiple quarters leading to increased sales on the support side of the business• Addressed customer service escalations appropriately and quickly, deepening customers’ relationship with Apple• Delegated important tasks to store employees while maintaining accountability for key metrics linked to the customer experience• Facilitated training of all new Genius Bar employees, ensuring technicians were fully certified and able to meet Apple’s standards for service excellence• Anticipated challenges and implemented solutions to prevent disruptions in the flow of the business• Managed a team of 34 phone and chat advisors with AppleCare, utilizing multiple software programs to manage productivity and performance, while driving for results in a call center environment• Implemented a behavior-based approach to creating curated coaching plans tailored to each advisor’s growth and development based on data from managerial software tools• Coached team to consistently achieve a customer satisfaction score of 90% or higher for 3 consecutive quarters, as well as exceed expectations in other key performance metrics• Identified high-performing team members and challenged them to leverage their skills to help train other members of the team, accelerating their professional development and eligibility for higher roles within the organization• Collaborated with peers often to share and apply best practices key to advancing the goals of the company

Dunwoody, Georgia, United States

Atlanta, Ga

Atlanta, Ga

• Educated clients on different health insurance plans and benefits, and assisted them in selecting the most appropriate plan based on their needs and budget• Process applications for insurance coverage, ensuring all necessary information is accurately recorded• Completed continuing education requirements in order to maintain relevant certifications, and stay current on industry regulations and coverage options• Collaborate with insurance carriers to resolve client inquiries or concerns• Awarded and recognized for consistency in providing excellent service to customers and aiding company in reaching sales goals

Atlanta, Ga

• Attracted customers by originating display ideas and executing corporate planograms as visuals manager• Trained, developed and provided ongoing feedback to store team and coaching on product knowledge, selling skills, and delivering quality customer service• Met or exceeded profitability expectations for the store in sales, payroll, shrink and conversion• Executed strategies to maximize store sales and control expenses

Atlanta, Ga

• Utilized Rockport’s proven selling process to drive sales and exceed company standards• Successfully trained 6 employees in sales, executing visual directives and other operational tasks• Analyzed traffic and conversion reports and developed individual sales goals• Consistently completed operational tasks to ensure maximum efficiency in running the store• Implemented successful marketing strategies to drive incremental traffic to the store• Troubleshooting and problem solving with regard to both clients and employees