Shane M. Email & Phone Number

Canada

Toronto, Ontario, Canada

- Created processes and efficiencies to reduce average Case cycle time from 5 days to 4 days- Redesigned Onboarding Strategy to increase Case Closure by 42 percent in first 3 months - Created an inclusive and safe co working tool that has answered over 1000 inquiries.- Created cross functional strategies and workflows that captured over 100 hours of unreported labor usage. - Coached team to a 98 percent Customer Satisfaction rating.

Created Role definition and career progression strategies Created and innovated processes to optimize efficiency across multiple focuses.Worked with multiple levels of leadership to ensure a cohesive employee experience.Created onboarding strategies that were implemented across company.Facilitated meetings and made performance plans for direct reports.Actively created and nurtured a positive culture for development and results.Created Knowledge Management Strategies.

Toronto, Ontario, Canada

Mississauga

Leads the training, development, and performance coaching for 15+ employeesEvent logistics and coordination for large scale in store events. Created and delivered multiple presentationsStrong focus on driving customer success, inventory excellence, problem solving, and resource allocation Innovates workflow through a lens of customer focus on daily inventory tasks putting customer satisfaction and brand loyalty at the forefront

Mississauga, Ontario, Canada

Oversaw operations of multi million dollar store openingsStarted off with a vision statement to align multiple teams in a unified strategyResolved inventory and logistical problems on a tight deadline through problem solving and collaboration Used multiple tools of communication to deliver a consistent message across multiple departmentsEnsured new teams are culturally alligned to Apple's core values to create consistency in customer and employee experienceHad to see around corners and resolve complex issues efficiently before they were encountered

Mississauga, Ontario, Canada

- Maintained customer satisfaction responses at 100% for 4 quarters.- Delivered on all KPIs and coached team through achieving results, leading team to most improved customer satisfaction in Eastern America region.- Selected as the store’s technical advisor to facilitate accreditation exams.

Mississauga, Ontario, Canada

-Created scaleable training plan, which enabled multiple technicians to find success in new roles. -Managed and coached team to ensure KPIs were being met. -Excelled at focus on empathy, time management, and dealing with ambiguity.

Mississauga, Ontario, Canada

Mississauga, Ontario, Canada

Translated technical jargon into easy to understand concepts. Allowed customers to understand technology is a tool for them to find success, not something to be intimidated by Found ways to share knowledge with team to elevate the whole store knowledge and experience

Brampton

Responsible for pitching new clients, and signing existing clients to additional marketing servicesCreated Newsletters, video content, social media posts, inbound marketing campaigns

Learned the importance of delivering a great customer experience one on one. Managed stock quantities and ordered as necessaryKey Holder