Khadijah Thomas Email & Phone Number

United States

Texas, United States

North Carolina, United States

Worked alongside the Support Experience Manager, I developed strategies to increase Genius Bar session availability, reduce customer wait times, and meet customer demand. I made sure that all services and repairs align with established procedures, and that Geniuses stay in sync with all AppleCare policies and procedures. I delivered feedback to Geniuses based on observing their sessions and reviewing Genius Room repairs and NetPromoter information. I addressed Genius customer service issues and work with management to make certain all customer concerns are addressed as quickly as possible. I led new training and initiatives associated with the services and repair business and provide training and feedback to store staff about Genius Bar operations. I identify training opportunities and build and support structured development for the Genius Bar Team. I collaborated with the Store Leader and Schedule Planner to oversee Genius Bar staffing and partner with the Support Experience Manager to ensure that the Genius team follows daily break and meal period policies. I led round-table discussions in partnership with Genius Bar Leadership and provide support for Genius interview tasks when requested by the Recruiting team. I stayed up to date on current promotions, store initiatives, policies, and procedures, assist with new store openings and maintain Apple standards at all times acknowledging customers promptly and following the APPLE Steps of Service.

iOS and macOS certified. Mobile Repair certified. Repairing devices under the required time constraints while maintaining a successful repair percentage above 93 percent. Explaining technical concepts in a relatable manner with patience and compassion. Determining the best course of action based on diagnostics, user experience, and company guidelines. Multi-tasking more than one customer while staying conscious of their time demands, as well as my own. Mentoring peers to ensure the quality of support is being maintained.

Northlake Mall

Responsible for maintaining and spreading the Apple culture. Providing industry knowledge to peers and customers. Demonstrating my presentation skills using a display and microphone to teach classes based on software and hardware capabilities of our products. Mentoring fellow peers in their professional development through field training and dedicated personal training.

Charlotte, North Carolina Area

iOS and macOS certified. Mobile Repair certified. Repairing devices under the required time constraints while maintaining a successful repair percentage above 93 percent. Explaining technical concepts in a relatable manner with patience and compassion. Determining the best course of action based on diagnostics, user experience, and company guidelines. Multi-tasking more than one customer while staying conscious of their time demands, as well as my own. Mentoring peers to ensure the quality of support is being maintained.

Northlake Mall

Providing friendly and efficient technical service to customers. Troubleshooting iOS devices and accessories. Focusing on appointment duration and number of appointments resolved during shift.

Friendly Center - Northlake Mall

- Maintaining outstanding customer service while ensuring a constant focus on business goals and objectives- Supporting my team with the ability to adapt and function in multiple roles - Completing mandatory and non-mandatory trainings to ensure updated product and software knowledge- Greeting customers and directing the flow of traffic to ensure quality service

Research Triangle Park (Rtp)

- Converted marketing qualified leads (MQL) into sales qualified leads (SQL).- Documented successful leads within Microsoft Excel- Participated in building relationships between Cisco and their partners- Traveled to Toronto, Canada for face-to-face partner relationship building- Executed a group presentation viewed live within the company network

Raleigh-Durham, North Carolina Area (Rtp)

- Obtained CCNA (Cisco Certified Networking Associate) certification within a six-week deadline- Passed additional technical assessments given by Cisco- Presented and passed three-month capstone presentation to Director of the Global Delivery Center- Conducted client bug scrubs and provided software recommendations- Researched and created customized white pages for Cisco equipment

Greenville, South Carolina Area

- Understood and completed written goals and objectives provided by management - Documented requirements from customers to implement into Remedy tickets - Tested requirements in Remedy and communicated all necessary changes to the developer- Participated in daily scrum meetings- Observed the migration from Remedy to ServiceNow amongst the company - Experience with Clarity, Cognos, Remedy, and ServiceNow. - Used Microsoft Excel for reference and statistical needs.

Greenville, South Carolina Area

- Understood and completed written goals and objectives provided by management - Documented requirements from customers to implement into Remedy tickets - Tested requirements in Remedy and communicated all necessary changes to the developer- Participated in daily scrum meetings- Observed the migration from Remedy to ServiceNow amongst the company - Experience with Clarity, Cognos, Remedy, and ServiceNow. - Used Microsoft Excel for reference and statistical needs.