• Developed company hierarchy, led the rollout of the employee development program, and training curriculum.• Curated and led a team to continuously develop and provide impactful changes across workflows and policies.• Set and met goals focused on maintaining, and exceeding, stringent excellence metrics chain-wide.• Improved support department profitability by establishing MSP partnerships.• Worked with upper management to define roles and grow the store to be profitable.• Assisted in the service department with the repair of both Apple and PC-based units.• Maintained CSAT metrics and achieved Apple Premium Service Provider metrics for 3 consecutive years.

• Lead a team of technicians servicing 1000+ units monthly. The highest repair volume for an Apple Authorized Service Provider in South Florida.• Created and documented training procedures for new repair strategies leading to increased customer satisfaction and repair turnaround time.• Improved customer satisfaction by 20% by maintaining a strong focus on customer service and customer experience.• Exceeded Apple Service Excellence metrics over 93% of the time.• Built technical sales relationships with external partners composing 20% of total B2B sales in OneClick.• Developed technicians who would become leaders in the technical department.

• Responsible for providing support to Apple customers by troubleshooting and resolving customer issues across multiple channels.• Quickly diagnose product issues on the spot, explaining situations with patience and compassion.• Offer solutions to quickly get customers up and running.• Maintain a high bar for support metrics through work ethic and performance.