Mayra Gonzalez Email and Phone Number
As a people-centric leader, I am committed to empowering my team to take ownership of customer interactions on the sales floor, fostering a sense of pride and accountability in delivering exceptional service. I provide guidance and mentorship to talented individuals within technical support and training roles, ensuring they have the skills and confidence to excel. By collaborating closely with my peers, I drive seamless operations and ensure alignment with Apple's goals.My leadership approach is focused on continuous team development, where I actively hire, train, and coach team members across various functions. I am deeply committed to maintaining Apple's core values and culture while cultivating an environment where employees can grow, thrive, and contribute meaningfully.With strong technical expertise, I am skilled in configuring and troubleshooting various systems and have a proven track record of swiftly resolving complex issues through in-depth analysis. Additionally, I have successfully implemented process improvements that have streamlined operations and enhanced overall team performance.I am also highly proficient in managing program functions, backups, and system restores across both Google (Android) and Apple (iOS) platforms, ensuring robust support for customers and team members.
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People ManagerApple Aug 2022 - PresentSugar Land, Texas, United States -
Lead GeniusApple Feb 2021 - Aug 2022Friendswood, Texas, United StatesResponsible for making sure appointments happen on time, that iPhone repair turnaround times stay under 1 hour while also handling all customer escalations and inquiries. I develop strategies to make sure customer demands are met when we start to fall behind. I make sure all technicians are up to date with their training and provides feedback. I am a store keyholder, meaning I open/close the store to make sure all registers are functioning but create deposit bags and have access to the safe as well. I look ahead for the day at the beginning of my shift and see what every area of the business looks like such as busiest hours, highest velocity times and strategies to successfully complete the high velocity times. I am also responsible for our Genius Bar data where we are scored in every metric. I look over our reporting metrics, as well as our successes/opportunities.
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In-Store Experience (Ise) LeadApple Nov 2020 - Mar 2021Friendswood, Texas, United StatesStore, key holder where I open/close the store while making sure that all of the registers are functioning. I supported daily downloads (15 min meetings) prior to starting their shifts to discuss our current wins for the day in product zones and discussed our current sale numbers, business links, and runner times. I supported customer escalations, inquiries, and carrier activation issues.
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GeniusApple Nov 2019 - Mar 2021BaybrookPromoted to Genius a technician who is the highest level of support for all iOS and macOS issues with customers both hardware and software. I was certified to repair all Mac models and all iPhone models and troubleshoot iOS, macOS, watchOS and beats.
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Ise, People Operations PlannerApple Mar 2020 - May 2020Houston, Texas, United StatesIn charge of organizing the planning and coordination of all formal hiring events for Apple Baybrook. With any candidates that were vetted by our recruiters, I would set up group/individual interviews and I was part of the interview process and the selection of new onboarded Apple staffing members. Once onboarded, I would then guide them through the entire process of setting up direct deposit, creating availability, and discussing their Apple benefits with them. When I wasn’t assisting onboarded individuals, I was focusing on our internals with any benefit questions they may have and help them prep for their next Apple career goals.
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At-Home-Technology Trainer/AdvisorApple Mar 2020 - May 2020HoustonWhen the pandemic hit we all got transitioned to at home advisor to help support customers over the phone. I was selected to be an at-home trainer (the first in my market). My goal was to teach 50 retail employees every week to learn the at home systems to be able to provide support over the phone for iOS and macOS. Every week, I would have a new class of 50 retail employees learning over the phone support. From the United States to Canada.
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Genius AdminApple Mar 2019 - Nov 2019BaybrookPromoted to Genius Admin as someone who managed the repair room and focused on iPhone repair turnaround times of staying under 1 hour. My responsibility was to keep service parts in stock along with depot boxes and to be in charge of shipping and receiving all devices that are sent to our off site facility for repair. I was also responsible for keeping track of all of the used service parts and service phones that were to be handled, packaged and shipped out to the warehouse.
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Technical ExpertApple Sep 2018 - Mar 2019Houston, Texas, United StatesPromoted to Technical Expert which certified me in the repairing of all iPhone models along with troubleshooting all iOS software issues to watchOS and beats. I assisted with training others once I was fully trained such as shadowing and reverse shadowing.
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Technical SpecialistApple Jan 2017 - Sep 2018Washington, District Of Columbia, United StatesHired as a technical specialist to help assist customers with all iOS hardware or software issues with their devices. I was trained to learn and be well versed on troubleshooting iPhones. My main responsibility was to take appointments and give solutions to customers during their appointment times. If it was a software related issue I would resolve it and if it was a hardware issue that required a repair, an inspection was conducted.
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Mobility AnalystThe World Bank Jul 2017 - Sep 2018Washington D.C. Metro AreaHired as a mobility analyst to help install and troubleshoot any MDM profile to World Bank employees to their work devices. I was to familiarize myself with Mobile Iron and Microsoft Intune and I was trained to help resolve remedy tickets of all severity levels, MDM issues, and RSA security tokens. I would also assist with configuring remote access and virtual desktop access on both windows and macOS using Citrix. I was also a trainer to help WBG employees on who to use certain work applications to further help them with their workloads. -
Technical SpecialistT-Mobile May 2012 - Aug 2016Mission, TexasHired on as a technical specialist tier 3 to help support mobile customers with any hardware or software issues they were having on their device or cellular plan. I worked with all platforms such as windows, iOS and android. I was well versed in all 3 platforms. When a network issue would occur outside of hardware to cellular plan, I was trained to work with the engineering department to further escalate and collect data from the customer to pass on and see why the customers neighboring towers were failing. If a hardware issue would occur after troubleshooting and eliminating software related issues a replacement phone would be shipped to the customer. I handled all phone claims for hardware including Asurion claims.
Mayra Gonzalez Education Details
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Gpa 3.9 -
Economedes High SchoolHigh School Diploma
Frequently Asked Questions about Mayra Gonzalez
What company does Mayra Gonzalez work for?
Mayra Gonzalez works for Apple
What is Mayra Gonzalez's role at the current company?
Mayra Gonzalez's current role is "Leadership is the capability to translate vision into reality.".
What schools did Mayra Gonzalez attend?
Mayra Gonzalez attended Western Governors University, Economedes High School.
Who are Mayra Gonzalez's colleagues?
Mayra Gonzalez's colleagues are Marcio Carlos, Aly Etman, Peter Trost, Eric Mullens, Rendy Usman, Pradeep Mk, Stefano Rosati.
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2triplebservices.com, hotmail.com -
Mayra Gonzalez
Greater Chicago Area5charter.net, hotmail.com, yahoo.com, grantthornton.com, salesforce.com2 +177398XXXXX
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