Brayan Herraiz Email & Phone Number

As a Lead at Apple, I was responsible for managing a diverse group of individuals of more than 270 team members within 5 different departments in the company. In this role, I am responsible for the results of the store, and act as a liaison between Apple and our teams.-Drive Apple’s priorities through team engagement, mentorship, and organization; by establishing strategies that provide exceptional customer experience-De-escalate conflict between team members and customers by using Apple Steps of Service, and ensuring accountability through feedback and development-Ensure operational excellence by making sure our teams have all the support, tools, resources, and strategies needed to be successful in their roles-Collaborate with the Customer Experience Senior Manager to strategically develop a plan to drive customer engagement which has resulted in new ownership increasing from 8 daily connected devices to 20 plus daily connected devices -Complete daily store operational needs that include store opening and closing procedures, cash handling of $100,000 - $500,000, customer NPS calls, overrides, and maintaining high visual standards in alignment with Apple’s vision-Optimized workflow within Genius Bar, and improve customer wait times by developing a strategy to order, track, and organize tools, and consumable parts-Specialized in repairing customer relations, by providing personalized and timely solutions for customer concerns-Developed a new Apple Lincoln Road Welcome Package, brochure, and training cadence.-Lead engaging and creative learning opportunities within Apple, increasing our training completion rate from 58% to 96%-Completed on-boarding for new Leadership and Team members joining Apple-Bridge the gap between people and technology by educating customers and showing them new skills-Lead the visuals team training and development in collaboration with the Tech and Merchandising Pro

Apple Lincoln Rd

Miami/Fort Lauderdale Area