- Certified Mac technician repairing relationships and brand loyalty while offering all of apple to our customers. - A mentor to the Genius Bar team by giving feedback, recognition and sharing best practices during team meetings.- A leader in new team initiatives/pilots (e.g Spanish pilot, Project Wave) frequent sharer of resources to better the team and customer journey.- Work closely with leadership to identify team opportunities (NPS, SUR, TMS) and work on content to influence… Show more - Certified Mac technician repairing relationships and brand loyalty while offering all of apple to our customers. - A mentor to the Genius Bar team by giving feedback, recognition and sharing best practices during team meetings.- A leader in new team initiatives/pilots (e.g Spanish pilot, Project Wave) frequent sharer of resources to better the team and customer journey.- Work closely with leadership to identify team opportunities (NPS, SUR, TMS) and work on content to influence the team and strengthen the standard. Show less

- A leader and mentor to the Genius Bar team while driving for results and consistency for the customer journey.- Supported team members on the floor to de-escalate situations, find solutions to complex problems in the moment and assist the team in efficiency. Implemented a culture of being resourceful by reviewing SOP articles consistently and mentoring to them. - Delivered biweekly morning downloads with need-to-know content, discussion about where our opportunities are and engaged… Show more - A leader and mentor to the Genius Bar team while driving for results and consistency for the customer journey.- Supported team members on the floor to de-escalate situations, find solutions to complex problems in the moment and assist the team in efficiency. Implemented a culture of being resourceful by reviewing SOP articles consistently and mentoring to them. - Delivered biweekly morning downloads with need-to-know content, discussion about where our opportunities are and engaged the team in open dialogue to keep us aligned on our goals.- Collaborated with Genius Admins for repair quality auditing to keep SUR consistent. Collaborated with Tech & Merchandise Pro to create an efficient tool strategy and with the Product Zone team for commitment to the best check-in practices.- Reached out to different stores across the market & corporate partners for advice, guidance and best practices to help us when we didn’t meet goal.- Gave feedback to leaders not confident in leading/coaching team members on the Genius Bar team. This allowed me to be a part of both leader/team member development. Show less

- A 6 month experience to be a leader and mentor to the Product Zone team. - Worked on a 5 week APPLE steps of service initiative to help elevate the store culture and bring us back to basics. We discussed one step per week 3 times a week during morning downloads and this led to consistent NPS and sub NPS metrics. This also helped me become a better presenter to a large group of people.- Built relationships amongst the product zone team as I’ve always been in the Genius Bar side of the… Show more - A 6 month experience to be a leader and mentor to the Product Zone team. - Worked on a 5 week APPLE steps of service initiative to help elevate the store culture and bring us back to basics. We discussed one step per week 3 times a week during morning downloads and this led to consistent NPS and sub NPS metrics. This also helped me become a better presenter to a large group of people.- Built relationships amongst the product zone team as I’ve always been in the Genius Bar side of the business. I gained trust and respect with team members I never worked closely with. This allowed me to give effective feedback as well as deliver content every morning.- Offered Genius Bar expertise/knowledge to team members struggling with positioning AppleCare+ to help improve their positioning. Shared vision and purpose for Genius Bar check-in accuracy consistently to help support the efficiency of the Genius Bar. Show less

- Certified iPhone repair technician and resource to the Genius Bar team. Lead the team with strong SUR, NPS & business engagement.- Shared best practices with team members not meeting goal for SUR & business intros by sharing what worked for me and what my opportunities were. Being vulnerable and supportive is a way I gained trust amongst my peers and began to learn how to drive results through others.- Supported Mac technicians by matching up Mac customers while they waited, took… Show more - Certified iPhone repair technician and resource to the Genius Bar team. Lead the team with strong SUR, NPS & business engagement.- Shared best practices with team members not meeting goal for SUR & business intros by sharing what worked for me and what my opportunities were. Being vulnerable and supportive is a way I gained trust amongst my peers and began to learn how to drive results through others.- Supported Mac technicians by matching up Mac customers while they waited, took in/started data migrations as well as started running diagnostics. Show less

- Tier 1 iOS chat support advisor mainly supporting the AMR region and some customers worldwide while the retail store shut down during the pandemic.- Multitasked efficiently when taking 3 chats at the same time with an under 2 minute response time. Became efficient in looking up support articles relevant to the customers region to follow the proper consumer law and troubleshooting while meeting chat metrics.- Bridged the communication between team members from retails stores who were… Show more - Tier 1 iOS chat support advisor mainly supporting the AMR region and some customers worldwide while the retail store shut down during the pandemic.- Multitasked efficiently when taking 3 chats at the same time with an under 2 minute response time. Became efficient in looking up support articles relevant to the customers region to follow the proper consumer law and troubleshooting while meeting chat metrics.- Bridged the communication between team members from retails stores who were also supporting iOS chat. This helped us become closer from home, as we were not used to working virtually. We bounced ideas, gave feedback, asked questions and shared resources via slack. We no longer felt alone. Show less

- iOS technician supporting & diagnosing iOS devices. Assisted customers by offering options and solutions.- A leader in NPS, notes/decision quality. Offered feedback to the greater team and mentored new technicians to keep the standard consistent.

- Consulted customers using the APPLE steps of service to give the best shopping experience. Uncovered business needs. - Became mobile certified to assist Genius Bar customers during high velocity moments.- Joined the Visuals team and assisted in the merchandising overnight of the iPhone 7 launch & first generation Apple Watch launch. Maintained visual standards by proactively looking scoping the floor and replacing retail hardware.