Bennett Bennett Email & Phone Number

Palo Alto, California, Us

Palo Alto, California, Us

- Building a world class customer service experience through both remote and local team - within 2 weeks lowered the first response rate from 36 hours to 45 mins.- Identify areas of opportunity to continue customer success- Built a customer experience team that focused on operator driven feedback to influence physical and software product development- Built reports from the macro and micro perspective allowing board, investors, and internal team members to better understand the customer journey - Main point of contact for all clients in the escalation path- Work with key stakeholders across the company to deliver quarterly and yearly growth goals

Cupertino, California, Us

-Identified lost hours of access for Genius Bar as I transitioned into a new location - showing the importance of getting rid of system blockers, cross training within the store, and evaluating white space vs. session duration to maximize external customer options for repair-Identified and coached to repair opportunities -decreasing customer's time without products and improving overall efficiency-Lead Market Team 1 in Call and Chat Access options - giving customers more options for access and greater control of repair options-Supported Talent On Boarding when People Leader was out of the business to ensure that a true bench was built allowing staffing to no longer be an opportunity amongst the Service Team

Cupertino, California, Us

-Lead the Today at Apple launch with the Houston/Louisiana market - being a resource for other leaders to drive attendance and create team buy-in-Lead Same-Day booked vs Delivered Sessions amongst Market Team 4 -Gained total store buy-in by supplying an experience to help perceived wait time amongst Support customers awaiting assistance-Developed and coached two Creative Pro promotions amongst the market-Built out a Product Zone Matchup strategy to support Leader on the Floor initiatives - allowing us to have more one on one connection with the team-Coached to winning at Year over Year iPhone growth - allowing MOL to not only beat Q3 2016 guidance, but also have a 22% growth leading Market Team 4-Successfully coached every Product Zone member to have at least one business connection during Q1 2016 leading through Expert team to maintain momentum -Inspired the team to drive sales through the Online Store Kiosk during Holiday - gaining the buy-in that all products are always available -Created effective staffing and zoning strategies that allowed the store to lead the Market in Year over Year growth during Q1 of 2016 - specifically in Total Sales, Mac, iPhone, iPad, and Apple Watch - all while maintaining the best Payroll control

Cupertino, California, Us

-Developed a Genius Bar Ranker which tracked not only Net Promoter metrics, but also Session Totals, Session Duration, and Business Intros to allow easier coaching and graphing of individual performance-Developed an Empathy Workshop to raise awareness amongst the Genius Bar around lack of Empathy and ensure that the vision and purpose was executed correctly -Executed an On-Point Guided Experience to ensure that all team members were comfortable with the On-Point strategies and best practices; as well as, foster a culture of feedback amongst Family Room Specialists and Geniuses. -Increased NPS in Q1 2015 from 48 to 65 to flow into a successful Q2 Family Room Peak -Achieved the Mall of Louisiana’s first Exceeds Expectations in the month of June 2016 for Family Room Rating Tool

Cupertino, California, Us

Create a culture of learning and knowledge that passionately engages both the external and internal customer. Responsible for carrying out the training process in store.

Cupertino, California, Us

Repair relationships with customers by establishing the flow of the repair strategy based off of business needs and best practices. Ensure that the Family Room team has all necessary supplies, tools, and up to date resources to be the most effective at enriching the lives of our customers daily. Observe the current trends of products and warranty statuses to communicate best practices to the sales team. Manage and research service inventory. Provide effective peer feedback on customer interactions and systematic issues. Initiated market communication between other Genius Admins to provide role clarity, best practices, and a clear vision for the Gulf Coast Market. Incorporated my own experience in the public school classroom into teaching Core to new employees to provide a unique educational experience.Currently facilitate hiring events that express the core of Apple's values as well as the unique experience that Apple retail provides as a career path.

Master Of Music, Choral Conducting

Bachelor'S Degree, Music Teacher Education