Jesse Usher Email & Phone Number

London, Ontario, Canada

Externally known as Apple Certified Mac Technicians (ACMT), Geniuses are the highest level of technical support available at Apple retail stores and are primarily responsible for repairing, troubleshooting, and triaging all Apple hardware and software for both regular and business clients, as well as being a point of support for other departments alike. The Genius role spans outside of the technical field, where we are responsible to mentor second level technicians, and be the front line of… Show more Externally known as Apple Certified Mac Technicians (ACMT), Geniuses are the highest level of technical support available at Apple retail stores and are primarily responsible for repairing, troubleshooting, and triaging all Apple hardware and software for both regular and business clients, as well as being a point of support for other departments alike. The Genius role spans outside of the technical field, where we are responsible to mentor second level technicians, and be the front line of support to the management team. Show less

London, Ontario, Canada

In this interim Leadership experience, I'm able to provide support to the team by developing positive relationships with our customers and lead day-to-day operations at the Apple Store. To help our team grow, I give meaningful feedback and recognition based on observations of customer and employee interactions. In the Lead role, I have designated access to complete tasks that support employee and customer needs, while also responding to concerns or inquiries by following the appropriate… Show more In this interim Leadership experience, I'm able to provide support to the team by developing positive relationships with our customers and lead day-to-day operations at the Apple Store. To help our team grow, I give meaningful feedback and recognition based on observations of customer and employee interactions. In the Lead role, I have designated access to complete tasks that support employee and customer needs, while also responding to concerns or inquiries by following the appropriate procedures, or seeking the proper partnership if needed. I'm also responsible for sharing in-store communication and tasks with relevant employees and participate in daily briefings. In the role of Lead, I aid store operations by identifying and recommending daily staffing, scheduling, and zoning changes and adjust team coverage on the fly to meet store traffic needs. When managers are not present, I am responsible for the safety and security of team members, ensure that team members follow policies and procedures, and fulfill the responsibilities of the Support Leader by supervising timely meals and breaks for employees. I've been able to challenge myself and have seen great success in the role while being able to innovate practices within the Apple retail store to better fit the needs of our customers and business. Show less

London, Ontario, Canada

Supported Apple's Retail Customer Care remotely as a Subject Matter Expert and mentor. - Planned and facilitated daily virtual meetings for a team of 20 employees- Mentored and assisted in complex customer interactions- Moderated multiple team Slack channels as the Subject Matter Expert- Assisted with onboarding and training of over 600 employees to Apple's Retail Customer Care team while team members were transitioning to remote work due to temporary store closures.

Toronto, Canada Area

- Certified Apple Mobile Technician- Provided front line customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis on mobile devices- Created solutions by troubleshooting and repairing Apple mobile hardware and software- Juggled customer and product issues with a genuine sense of urgency- Ensured mobile device repairs are completely within a timely manner

Toronto, Canada Area

The Support Specialist position at Apple promotes excitement around device ownership. Support specialists are tasked with creating a welcoming and exceptional interaction for all current clients seeking personal training and device repairs.- Understanding the challenges of being new technologies in terms of translating technical terms.- Be knowledgeable on Apple software suites updates (iLife, iWork, Mac OS and iOS) and be prepared to address client concerns- Build long-term… Show more The Support Specialist position at Apple promotes excitement around device ownership. Support specialists are tasked with creating a welcoming and exceptional interaction for all current clients seeking personal training and device repairs.- Understanding the challenges of being new technologies in terms of translating technical terms.- Be knowledgeable on Apple software suites updates (iLife, iWork, Mac OS and iOS) and be prepared to address client concerns- Build long-term relationship with clients seeking personal training- Create training plans and work flows for clients individually Show less

Toronto, Canada Area

- Provides complete and appropriate sales solutions to customers- Completes fast and accurate sales transactions involving cash, credit, debit etc.- Helps customers in a timely manner and provides courteous customer service on the sales floor- Maintains knowledge of current promotions, trends, merchandise features, store inventory, policies and procedures- Protects assets through loss prevention awareness- Assists with personalized setup for new owners

Toronto, Canada Area

- Sets the example of how to consistently exceed customer expectations through interactions with customers, soliciting feedback and understanding the competitive environment- Inspires and motivates the team; builds confidence in the team by demonstrating a positive; can-do attitude; recognizes individual and team success- Challenges traditional thinking; is open to and encourages new ideas and different approaches; is willing to think out of the box and try things that may not… Show more - Sets the example of how to consistently exceed customer expectations through interactions with customers, soliciting feedback and understanding the competitive environment- Inspires and motivates the team; builds confidence in the team by demonstrating a positive; can-do attitude; recognizes individual and team success- Challenges traditional thinking; is open to and encourages new ideas and different approaches; is willing to think out of the box and try things that may not necessarily work- Instils confidence in employees during times of crisis- Assists in developing and advocating high performing and high potential employees to manager- Conducts interviews, plans and administers training for new hires- Certified Barista Trainer- Addresses poor performance in a timely manner- Adjusts coaching technique to meet different learning styles throughsituational leadership- Assists in the process of writing and administering employee reviews- Demonstrates understanding of business measures and key performance indicators- Ensures monthly and quarterly business analysis are completed and submitted to district manager- Ensures weekly status reports are completed and submitted to district manager- Responds and acts on district needs in a prompt manner using existing communication tools- Responsible for ensuring employees are knowledgeable of up to date communications including company, community and store information- Uses knowledge and judgement to assess problems and anticipated customers' needs as they arise, including maintaining positive company image during difficult situations- Has had the role of acting Store Manager on multiple occasions to further growth in all SM administrative duties Show less

Toronto, Canada Area

- Responsible for opening and closing the store- Responsible for money management throughout the day including calculating earnings at the end of the business day- Responsible for managing store inventory- Responsible for training new employees- Served customers in a fast-paced food-service environment- Managed product orders

Project Management Professional Certificate Program, Project Management

Jazz/Jazz Studies, Psychology, General Humanities

Education record