Christopher Roque Email & Phone Number

Miami, Florida

Certified Apple technician working on all things Apple (iPhone, Mac, iPad, Watch, Apple TV, Airpods). iPhone repair certified from iPhone 5s - iPhone 14 Pro Max. Consistent high performer in customer satisfaction and repair quality. Performs in store Genius Bar troubleshooting for customers. In addition, provides solutions to customers with composure to help ease customer concerns and rebuild consumer and brand relationships.Responsible for mentoring new technicians. Supported the founding of a Service Excellence team which analyzed and improved the store's results for same unit repairs. Multitasking multiple in store sessions during peak hours.

Partnered with the Leadership team to support the organization and implementation of people processes, including the preparation of team correspondence, certificates, and employment papers and documents. Responsible for documentation administration including file maintenance and retention through the employee lifecycle. Gather, summarize, and prepare locally relevant, store specific employee data to support leadership decision-making. Responsible for creating, organizing, and implementing in store events for team members.Created multiple spreadsheets for a more optimized workflow for the leadership team. Such spreadsheets include an event budget tracker, time and attendance sheet, and interview scheduling tracker.Responsible for scheduling interviews for both internal employees and external employees. In addition, communicates these events to participants and managers via written and verbal communication.Supported the hiring process for new employees and the training of new hires through partnership with the stores lead trainer.

During Apple Retail Store closures, Genius Bar team members were given the opportunity to work from home as AppleCare Support team members. Provided customer service, troubleshooting, and technical support to Apple customers while working remotely from home. Multi tasked across systems and applications to analyze, isolate and resolve a variety of complex technical issues while comfortably navigating a technical environment. In addition, supported up to 3 customers at a time during peak hours. Quickly became a top performing advisors based on results and customer survey feedback.Supported in the founding of 2 pilot mentor programs for new, returning, and existing advisors. Created and delivered virtual training for 30+ advisors located all around the country.

Miami, Florida

Helped customers with technical support issues quickly and efficiently.Multi tasked multiple in store sessions during peak hours. Created customers walk in reservations for the Genius Bar and checked customers in for their reservations. Cross trained in multiple areas of the store to support those areas as needed. Consistently maintained a customer satisfaction rating of over 95%.

Kendall, Fl

Responsible for supporting the front of the store which included cashiers and guest services. De-escalated customer service issues and supported them as needed. Responsible for maintaining visual standards for the front of the store throughout the day. Created break and lunch schedule on a daily basis. In addition, adjusted the schedule for call outs. Responsible for closing registers, collecting, and depositing cash in the store safe. Supported with organizing and counting money from the previous business day.

Bachelor'S Degree, Organizational Communication, General

High School Diploma