- Led Agile-Scrum Meetings including Sprint Planning, Sprint Reviews (Demos), Retrospectives (Continuous Improvement meetings), and Product Backlog Refinement Meetings to ensure effective Schedule Management and alignment with project timelines.- Coordinated onsite vendor work and managed Procurement Management activities during the buildout of an IMAGE Studios franchise, ensuring timely and cost-effective project completion.- Utilized Zoho CRM to manage tenant leads, progressing them through initial contact, onsite tours, lease negotiations, and move-in, ensuring effective Resource Management throughout the tenant acquisition process.- Handled tenant requests and facilitated Communications Management between tenants and owners, ensuring clear, consistent, and timely interactions.- Guided the team through a Process Improvement initiative, transforming from a Scrum framework to a Kanban approach, enhancing workflow efficiency and delivery predictability.- Oversaw the Integration Management process by onboarding clients into our internal communication platform (GroupMe), coordinating the collection of business information for website integration, creating door signs with QR codes, conducting QA reviews with clients, and finalizing onboarding with access cards and physical keys.

- Continually updated technical troubleshooting methods for a rapidly changing line of products and services- Educated customers on complex technical concepts in a way that is easy to understand- Issued quick diagnoses and resolutions for both software and hardware issues- Created sales conversations and established business relationships with local companies after resolving technical issues- Utilized Apple’s Concierge Kanban system for effective Schedule Management, prioritizing client service based on appointment schedules and walk-in traffic, ensuring timely and efficient service delivery.- Executed Risk Management by de-escalating frustrated clients while resolving their issues, maximizing customer satisfaction and achieving NPS performance scores of 90% or higher.

- Applied technical expertise from the Apple Genius role in a remote capacity, ensuring consistent Quality Management through effective chat-based support.- Provided expert advisory services to clients, guiding them toward optimal solutions, including equipment upgrades, aligning with Quality Management principles to enhance customer outcomes.- Managed simultaneous troubleshooting and resolution for multiple customers, demonstrating strong Resource Management and maintaining high service standards.- Supported global customers with varying support options, adapting service delivery based on geographical needs, showcasing effective Stakeholder Management.- Led and facilitated remote team meetings and training sessions, integrating principles of Communications Management and team development.

- Completed a six-month career experience in Apple’s Cupertino Software Engineering department as a Software Quality Assurance Engineer- Became proficient in Python scripting and used it to write automated testing for Apple’s macOS video streaming test library- Learned about video streaming technology including web hosting, HLS, and in-depth software troubleshooting- Performed testing on daily software builds- Identified and tracked bugs through to resolution

- Provided initial brand consultation and logo- Created social media pages and a website to establish an online- Spearheaded multimedia composition and implementation- Designed and printed business cards for all employees

- Collaborated with sales managers to set and meet team goals- Learned and utilized a code-based order entry system (ICOMS) for all service orders and adjustments- Provided regular feedback to management on how the company can improve team productivity and minimize employee turnover- Completed troubleshooting for malfunctioning customer equipment over the phone- Maintained extensive product knowledge to connect customers’ needs to products and services