Oversaw full life cycle of around 30-50 computer hardware repairs weekly. Maintaining on time, or early turn around times while managing on-going customer expectationsComplete 20+ appointments daily, sustaining an average appointment time of 20 minutes or less. Averaged a customer satisfaction rating of 4.5 out of 5Complete upwards of 100+ iPhone repairs weekly. Repairs ranging from display replacements, to the much more involved replacement of other components such as cameras and taptic engines. Averaging a repair time of 8-10 minutes per deviceLowered in-store turnaround time for completed Mac repairs from seven days to three by taking initiative and utilizing every resource available for repair including offsite repair for severely damaged computersTook on responsibilities outside of my role, including handling consumable part inventory which has around 20,000 individual parts, organizing and stocking the repair room and creating a system for fast retrieval of any service partExperience within systems like JAMF to setup and roll out all Apple demo devices to consumer use, as well as in-store use devices

Quickly became the go-to technician for assistance in areas such as customer service and time management within appointmentsOften moved to iPhone repairs from other duties when quoted turn-around times were at risk of running overOversaw a team of 12 as an Apple appointed mentor, driving results in Net Promoter Scores (customer satisfaction scores) and large business-focused revenue sales

Recognized for my command skills, was often asked to the lead the support floor, responsible for staying on time, and matching customers up techniciansAsked to step outside my role for 3 months to fill an empty Genius Admin spot for my ability to organize and handle complex customer issuesWas tasked with overseeing all administrative functions of repairs, such as system processing and customer contact

Selected to be one of four mentors to train the sales team of 130 employees around product knowledge, specializing in iPhone and cellular activationsConsistently lead the team in results and exceeded expected sales attachment rates of 60% on warranties and 40% on training memberships every quarterFormed a mentor team that focused solely on the customer journey and satisfaction