Service Manager and IT Consultant for Apple Authorized Service Provider

• Led a team of 40+ highly talented individuals in delivering timely service and support in a fast paced retail environment for all Apple and Beats products.• Developed and implemented new processes and workflows to drive increased results• Analyzed metric reporting and provided feedback on business trends and emerging issues with internal Apple technology and services.• Identified and interviewed individuals to fill open technical positions and to build a pipeline of talent.• On-boarded, trained and provided continual observation and feedback to new and existing team members around policy, procedures and performance on a daily basis.• Partnered with senior management to develop strategies for improving out teams experience as well as our customers experience regularly.• Worked with different departments like our business teams to build relationships and connections with customers who's needs ranged from simple individual training to large scale implementation of Mobile Device Management solutions.• Performed software support and hardware repair for all Apple products, software and services.• Engaged in person and on the phone with dissatisfied customers to listen to their feedback in order to improve their overall experience.

All Apple LLC was a solutions provider that catered to small to medium businesses and individuals in need of Apple service and support. Our clients included in-house creative departments for Kraft, New Jersey Skyline, and Coldwell Banker as well as on-site support for Planned Parenthood locations in northern New Jersey and much more.