Ronald Griffith Email & Phone Number

Watford, England, United Kingdom

Handling operational needs of the store including opening/closing procedures, cash management and staffing changes to handle the changing customer traffic patterns in store.Analyse KPIs based on customer satisfaction, same unit repair, software troubleshooting and suggest strategies and process improvements Ability to make quality and timely decisions to ensure correct zoning of team members sometimes at very short notice.Instilled trust from Senior leadership by working autonomously and without supervision on the shop floor making changes for the benefit of the team and the customer journey.Developed process improvements around customer journey which has resulted in a 10% up tick in customer satisfaction. This improvement was derived from my previous experience as a Genius which has carried forward.Handled conflict management with customers and team members

Watford, England, United Kingdom

Curated a Product Zone Knowledge Base tool as a way of providing the team with a “bite-sized” way to improve their knowledge in very specific parts of our products and services. This was done via the WorkJam app in a separate chat group which in turn has a) Increase team awareness on “Download” material by 10x versus conducting Downloads with a handful of people b) Provided a platform for team members wanting to showcase an area they are passionate about to a much wider audience in store. Active part of the Employee Representative Team handling the Genius Bar team issues.Active part of our in store Inclusion and Diversity team “Black @ Apple DNA” Member of the Employee Relations Team where I have sat for over 2 years which has been integral to fostering that trust needed to support the team in their individual development and career goals.Developed downloads and keynotes around what the business team offered and provided shop floor mentoring, which in turn helped boost confidence and lead to an increased business engagement.Sales Figures (Pre Covid)(As of September 2020]: Sales $513.5k 4% to store, AppleCare attachment iPhone 43%, Mac 33%, iPad 34%, Watch 42%, $100k Business

Watford, United Kingdom

Conducted macOS and iOS software/hardware appointments for consumers and business customers in line with our APPLE steps of serviceCurated a bi-weekly newsletter allowing the team to stay on top of our KPIs and how we were performing within our market.Training and mentoring of junior team members