• Oversee technical services and operations• Coordinate and assign repairs to technicians based on priority and age• Investigate and resolve issues both remotely and on-site• Partner consistently with management to innovate and implement new ideas to improve the customer experience• Ensure workplace practices and equipment are up to date and in line with company standards• Coach and develop technicians through direct feedback and collaboration

• Repairing Apple systems • Problem solving• Customer focus• Mentorship

In this role, I managed and governed the technical services department within Solutions inc. On top of managing a team of twelve technicians across the south-east, I handled various situations which required a prompt and efficient resolution executed either on-site or via remote access. On a regular basis, I generated multiple reports which reflected and monitored performance statistics as well as year-on-year figures to help analyse areas of improvement for further business growth and customer… Show more In this role, I managed and governed the technical services department within Solutions inc. On top of managing a team of twelve technicians across the south-east, I handled various situations which required a prompt and efficient resolution executed either on-site or via remote access. On a regular basis, I generated multiple reports which reflected and monitored performance statistics as well as year-on-year figures to help analyse areas of improvement for further business growth and customer satisfaction. From these reports, new business models were then created and actioned. Other duties included frequent communication with Apple and our clients, handling complaints, organising training events and recruitment.During my time in this role, I managed to drastically reduce the turn around time of repairs across all stores. In addition to this, I also implemented an appointment-based system which increased efficiency and time management in all technicians by structuring their work day better. I reinforced focus on Apple’s performance metrics to help greatly improve the customer experience and bring the company closer to maintaining ‘Premium Service Provider’ status.I quickly learnt that there were a number of different skills required to succeed in this role. Time management was a key skill to have as every day brought new challenges and you had to be able to approach and prioritise certain tasks accordingly. Empathy was another key component required to maintain a good relationship with our customers and remedy any delicate or pressing matters with repairs. Thirdly, technical knowledge was vital to support both your experienced and new technicians should they be unsure of any decision related to a repair. Show less

Leading technician for the Guildford branch working closely with one other technician to troubleshoot and repair various issues that occur with clients Apple machines and iOS devices.Frequent duties also include speaking to Apple representatives on behalf of clients, ordering parts and sending parts returns via carrier, maintaining an up-to-date record of service logs, training new technicians, upholding service guides, software and network configurations, etc.

This job entailed the same responsibilities and duties of my previous placement with a stronger focus on KPI targets to achieve bonus and encourage business growth. At Solutions inc, I assisted with generating new ideas to improve the customer experience while offering competitive finance options and in-store offers to expand the core customer base. I feel I greatly improved my customer interface skills and technical knowledge during my time as sales advisor and developed a better understanding… Show more This job entailed the same responsibilities and duties of my previous placement with a stronger focus on KPI targets to achieve bonus and encourage business growth. At Solutions inc, I assisted with generating new ideas to improve the customer experience while offering competitive finance options and in-store offers to expand the core customer base. I feel I greatly improved my customer interface skills and technical knowledge during my time as sales advisor and developed a better understanding of teamwork fundamentals and computer systems. Show less

Full-time sales associate dealing with solving various problems regarding Apple hardware and software, including technical repairs and software configuration. I gave professional advice to customers on the most beneficial Apple products for them to buy for both themselves and others. I also took on managerial duties when required which involved opening and cashing up, booking in stock, training new staff, in-house diagnostics and repairs to Apple machines.