I consistently overachieved my individual goals and contributed to group sales, referrals, and warranty upsell goals. Flexibility felt like my middle name as I repaired various versions of iPhones as well as the more complex MacOS computers. My goal for comprehensive customer service delivery meant I had to also know about PCs to help users identify workarounds. As important as meeting my goals were, it mattered just as much to give the customers the solutions they really… Show more I consistently overachieved my individual goals and contributed to group sales, referrals, and warranty upsell goals. Flexibility felt like my middle name as I repaired various versions of iPhones as well as the more complex MacOS computers. My goal for comprehensive customer service delivery meant I had to also know about PCs to help users identify workarounds. As important as meeting my goals were, it mattered just as much to give the customers the solutions they really needed—even if it meant no sale or a delayed sale. The fast-paced environment meant I had to shift constantly while maintaining strong problem resolution, communication, and customer service skills. Show less

When business needs shifted, I stepped back into this role to troubleshoot different models of customer devices. I regularly exhibit leadership, problem resolution, and customer service in routinely quick-paced settings requiring critical thinking, organization, and adaptability.

The performance of the 100-person team in this location improved dramatically through my transparent communication and emphasis on collaboration and adherence to core company standards. As the highest-ranked operational leader in the store, I closely tracked a multimillion-dollar inventory with 99% accuracy, surpassing the 98% goal. Additionally, I hosted corporate partners and market leaders during their visits to the store. I’m particularly proud of fostering… Show more The performance of the 100-person team in this location improved dramatically through my transparent communication and emphasis on collaboration and adherence to core company standards. As the highest-ranked operational leader in the store, I closely tracked a multimillion-dollar inventory with 99% accuracy, surpassing the 98% goal. Additionally, I hosted corporate partners and market leaders during their visits to the store. I’m particularly proud of fostering communication among other operations experts at other locations through networking. Show less

I helped customers learn about and use both general and customized features for iPhones, Apple watches, iPads, and Apple TV. My strong listening skills helped me identify the root cause of a customer’s issues so I could effectively address them. I easily worked with multiple customers per hour requiring broadly different services from repair to software support.

The meetings I managed, deadlines I guided teams in meeting, and leadership I demonstrated sparked my interest in project management. One of my key accountabilities included writing testing and other procedures—despite zero firsthand experience. I also trained team members on various functions, worked with vendors worldwide to get parts and equipment, and produced lab reports. Additionally, I updated project management schedules for multiple subsystems, controlled a $100K+… Show more The meetings I managed, deadlines I guided teams in meeting, and leadership I demonstrated sparked my interest in project management. One of my key accountabilities included writing testing and other procedures—despite zero firsthand experience. I also trained team members on various functions, worked with vendors worldwide to get parts and equipment, and produced lab reports. Additionally, I updated project management schedules for multiple subsystems, controlled a $100K+ budget, and presented project details to audiences nationwide. Show less