Daniel Rocha Email & Phone Number

• Provided technical support for customers presenting hardware/software issues with any Apple device • Resource and mentor to entire technical team to help guide and maintain efficiency in repairs and technical support• Helped lead new initiatives being driven company wide in addition to optimizing existing workflows

• Performed operational excellence for internal and external customers including scheduling, opening and closing tasks• Shared in-store communication and tasks with employees in addition to supporting in achieving daily goals and metrics• Obsessed over internal and external customer experience to ensure a consistent positive and supportive store environment each day

• Participated in a temporary career placement with Apple Field Engineering through Apple’s Retail Career Experience program• Evaluated performance of Satellite Connectivity features on iPhone devices in the field by performing automated and manual testing, collecting logs, and analyzing data to identify and troubleshoot issues

• Provided technical support for customer presenting hardware/software issues with any Apple iOS device with patience and empathy • Drove ownership and brand loyalty by providing multiple options and solutions

• Led and supervised a team of 30 advisors online assisting customers seeking pre and post-sales support over the phone • Ran daily virtual meetings to encourage advisor engagement and success • Monitored advisors’ calls and provided one-on-one coaching for each advisor to encourage confidence, and improve sales/service metrics and conversational skills • Monitored advisors attendance and productivity • Presented weekly metric based reports to leadership, and provided improvement plans for micro and macro level improvement • Collaborated with fellow leads to ensure consistency and success in support and performances across all teams within pre and post-sales support

• Responsible for mentoring and introducing new hires from across the market to Apple’s culture and values• Responsible for creating a schedule and facilitating several modules and activities throughout training for effective learning and understanding of company expectations, roles and values for groups of a minimum of 5 - 10 individuals each cycle • Organized new and adapted current training modules to fit current company initiatives and participant learning styles and needs• Helped support and mentor new facilitators within market through collaboration within cycles and through feedback and sharing of best practices

• Responsible for creating trust and relationships with customers of all fields and professional backgrounds to find the best possible technological solutions through determining customer needs • Consistently ensured excellent customer service from beginning to end of customer interactions

• Responsible for all online order customer service, maintaining and enhancing customer experiences via phone call and e-mail for several third party accounts using customer service platforms such as Zendesk• Capable of working with programs such as Shopify, creating and managing products for several online stores, managing refunds, discount codes, orders and more• Responsible for processing returns and exchanges for customers, ensuring accuracy with product re-shipments, refunds, and exchanges within a timely manner• Ensuring smooth operating within the entire eCommerce department, managing others in the department to ensure constant accuracy and efficiency throughout the shipment process from receiving to organizing to shipping out products • Responsible for contacting shipping companies such as Canada Post and UPS to initiate and process claims as well as quickly work through and resolve any shipment issues that arise• Keyholder, responsible for opening and frequently closing the business alone

• Responsible for packing both domestic and international online orders for third party accounts, ensuring perfect accuracy for each individual order, both customer and wholesale customer orders• Responsible for maintaining stock in the warehouse for all products available at all times• Responsible for organizing and reorganizing stock rooms whenever necessary to ensure constant efficiency for order packing and shipment

Honours Bachelor Of Arts, Double Major In Criminology And Sociology

Honours Bachelor of Arts - H.B.A, Criminology & Socio-Legal Studies and Sociology Double Major

High School

Class of 2013 Valedictorian