Sara Evans Email & Phone Number

Remote

KEY RESPONSIBILITIES • Administer internal systems and related tools necessary for select service delivery to meet identified departmental targets• Assist in scheduling service delivery for internal and external service providers to ensure customer and employee satisfaction• Work with internal and external stakeholders to ensure customer satisfaction for select delivered services• Professionally manage periods of high stress and fluctuating workloads• Maintain composure under challenging customer (internal or external) interactions• Understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints• Continually bring ideas and opportunities for improvement to the team surrounding select service delivery

United Kingdom

Notable highlights in this role include:Being recognised for my passion and excitement for learning as well as my commitment towards Equality, Diversity and Inclusion and being selected for this role out of 700 candidates.Developing a new skill set whilst utilising existing expertise by working with IS&T Hardware Operations, which entails being first line support for Global Apple Retail. Assisting the department to address ED&I through innovative strategies, action plans, advice and guidance for continual future use.Supporting system and process improvement by assisting in the development of Apple's internal communication system, Hello; enabling a more effective tool for retail and corporate alike. In this role I drive continuous improvement and change by making internal systems accessible to everyone, which requires creative thinking, understanding the current company barriers and confidently giving constructive feedback.Furthermore, I successfully oversee end-to-end management of tickets through HelpCentral; taking ownership until the ticket is concluded satisfactorily or escalated to the relevant department.

Southampton, England, United Kingdom

Key highlights included:Focusing on Inclusion and Diversity during COVID-19 lockdown and presenting on anti-racism, anti-fatphobia and intersectional feminism digitally.Becoming a Black@Apple Champion during lockdown, which ignited a passion for EDII and entailed sharing communications from the network and presenting to the retail teams.Spearheading more inclusive hiring processes by overseeing and delivering innovative strategies and initiatives to tackle ED&I in the store and across the country. Leveraging my agile learning skills, along with my passion for Apple technology to thrive in this ever changing technical environment.Increasing brand awareness and ensuring premium customer service by efficiently and promptly repairing Macs and iPhones.As Genius I worked collaboratively within the team, providing mentorship, advice and guidance when necessary.I continuously ensured the business remained relevant and competitive by overseeing effective delivery of new product offerings and staying up to date on all new technology and repair techniques.Using my strong communication, conflict resolution and problem solving expertise, I established trusting working relationships with customers who were disappointed with the service or products provided.

Brighton, England, United Kingdom

I was acknowledged for my professional and premium service and promoted to Technical Specialist to ensure the best possible customer journey for clients who were potentially unhappy with the service provided.In this role I supported change and innovation by assisting the Lead Geniuses with the implementation of new systems to improve operational efficiency and success, and also directed continuous improvement by delivering training initiatives and hosting meetings.

Brighton, England, United Kingdom

As Specialist I utilised various skills to effectively fulfil this multifunctional role with different sub roles. I assisted with scheduling staff through Kronos database system and maintained continuous high demands of working as a proactive member of the sales team.I also collaborated with schools to organise visits to the store for the children to learn about the products.

Brighton, England, United Kingdom

I managed this small scale operation that assisted professional bands from across the country with bookings for venues and festivals of various sizes.A highlight was doubling the annual income of the brands I represented by streamlining communications and implementing organisational processes to ensure bookings were maximised.I also developed numerous skills in this role, including organisational, planning and communication abilities and effectively managed musicians’ schedules through strong interpersonal savvy, administration and management skills, effective conflict resolution and allowing different working styles.