Performing trouble shooting, diagnosis and repair of iOS devices, hardware and software support in a high pace flag ship store, assessing customer needs in order to provide solutions using layman’s terms. Documenting all customer interactions to create an easy to follow repair chain ticketing system for others. Mentoring team members across the business and sharing best practices and improvements to help the customer experience and support the growth of the business.Occasionally I will step into a Support Leadership role, in this role I will work with the leadership team across all areas of the business to ensure each department has the required support to meet business needs. Within my own department I will manage the scheduling for the day ensuring each role has enough coverage, whether that is in store repair, off-site repair, iOS or Mac support availability. I ensure my team are working to help meet the goals of the business whilst also meeting the customer expectations.

Working to deliver exceptional customer experiences in a Central London flagship store, assisting the wider leadership team with daily operating responsibilities and ensuring operational readiness and sustainability including opening and closing responsibilities. Identifying staffing changes to scheduling and zoning. Providing feedback and recognition to the team and supporting with any customer escalations.

Joining the team as a Barista and working my way up my responsibilities included management and daily running of the store, meeting with the team to set up for success to achieve the goals of the business, daily cash management, bank procedures and ensuring profit and loss (P&L) protocols were adhered too, team mentoring, training and development across the South London metro. Building relationships between the customer, the team and within community.