Richard Firth Email & Phone Number

London Area, United Kingdom

London, England, United Kingdom

As a Pro, I am responsible for improving team growth through delivery of effective training and coaching. I also analyse changes to wider tech markets and provide customers with real-life comparisons to assist in purchasing decisions. To lead sales, I develop complete solutions with Apple and complementary product-service offerings. With the purpose of fulfilling customer needs, I stay abreast of new information, product, and service offerings by leveraging Apple technology, technical expertise, and creativity. I explore emerging technology and consumer trends for establishing new sales opportunities, whilst resolving technical issues and explaining advantages of shopping with Apple to multiple customers. Moreover, I deliver exceptional individual contributions in alignment with target KPIs. and guide team in identifying real-life problems and delivering complete solutions, whilst staying abreast of new information and trends to improve customer journey.• Supported store team members in improving individual performance using business KPI's to measure and improve store productivity.• Increased customer satisfaction by coaching sales team in store to wider knowledge of tech marketplace.• Ensure successful product and software launch by designing and delivering robust training content.

Remote

I acted as member for retail contact centres, delivering proactive front-line support to customers and resolving issues that arose due to covid.• Supported team in identifying areas of improvement through development and implementation of plan and changes with ongoing regiment of feedback and coaching.• Trained and on-boarded up to 300 new online team members by playing key role as Subject Matter Expert.• Led and guided team of 50 from US moving over to temporarily support the EU market.

Tipton, West Midlands, United Kingdom

I played a key role as a graphic designer, specialising in celebration pieces and custom artwork, distributed through my own website, Etsy, and Amazon Handmade.

During this position, I scheduled store sessions as per customer demand and seasonal calendar in adherence to real-time analysis of session attendance and customer flow/feedback. I held strong subject expertise in photography and photo editing apps.• Led development of new products and rolled out new customer training programme through exceptional product, software, and wider industry knowledge.• Coached training team to deliver new sessions in-store and recommend to appropriate customers, increasing customer attendance.

Solihull, England, United Kingdom

Career experience as senior technician for an Apple Retail store. Led a team of Apple Certified technicians to deliver exceptional customer service completing repairs and software support, whilst maintaining operational excellence. Analysed customer trends to implement a successful strategy to support customer needs and demand, designing and delivering training to support the team to deliver top class results and achieve personal and company goals.

In this role, I provided top-level customer support, sales performance, business services, and staff training to achieve customer satisfaction and revenue goals. Similarly, I designed and delivered training to team on new products, softwares, initiatives, and processes. I led complicated store functions such as system downtime, maintenance, enhancement, and upgrades.• Gained several career experiences as an expert through demonstration of exceptional performance.

I contributed to training and constructed the learning journey for an entire store, on-boarded new recruits, and provided in-store training for all job roles in all areas of business. I ensured execution and completion of mandatory training in timely manner and assessing skill sets to conduct competency reviews.• Contributed to success of team focussed on metrics of repair accuracy, operational excellence, and customer satisfaction through effective coaching, performance evaluations, and partnering with team members.• Acquired training on learning lifecycle, blended learning methods, adult learning theory, principle behind making change stick, and train trainer training.

Responsible for effective team scheduling and resource planning. Utilise traffic information to produce schedules that allowed the store to meet customer demand, and assist in planning and managing team time away to support team members and the store.

Northamptonshire

Day to day operational running of the restaurant (3 Rosette class)Staff trainingTeam developmentSalesKnowledge development of products (Food/Wine)Initiative developmentPromotional and advertising developmentCustomer satisfaction and focusStock upkeep and tracking

Market Harborough

Day to day operational requirementsAdvertising & promotional initiativesPlanning and organizing for short, medium and long term business strategiesStaff training, development and retentionScheduling and financial planningStock upkeep and trackingCustomer focus and requirements.