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Skilled professional with proven expertise in technical support, training, presentation, business development, and leadership. Seasoned in providing exceptional customer service to a diverse range of clientele. Demonstrated ability to lead high performing teams. Performance-driven professional with strong business acumen and strategic thinking.
Manager | Apple
Managed interviewing process for sales and technical positions in retail and business solutions, coached and mentored staff, and informed them of changes related to process and technology. Ran quarterly development meetings and drove positive employee relationships. Developed pipeline, ensured quality of client call, and identified new business development opportunities. Collaborated with merchandising lead and ensured in-store visual and technology were in line with company standards.
- Successfully maintained net promoter customer satisfaction score of over 70%.
- Supported launch of Apple’s first store in Chengdu, China.
Lead Genius | Apple
Led team of 40 direct reports and coached staff on metrics including repair time, customer satisfaction as well as session duration. Ensured optimum staff professional development through product and troubleshooting knowledge, and coordinated repair certifications.
- Grew Genius team from 6 to over 40 employees. Maintained net promoter customer satisfaction score of over 70%. Acted as technical lead for store openings in Canada and China, overseeing installation of hardware and software, and running staff training sessions.
Development Specialist | Shaw Communications
Developed training sessions for over 300 support staff across Calgary and Mississauga locations, ran discovery sessions, and fostered agile development environment.
- Wrote 2-week technical training facilitation guide and administered ‘Train the Trainer’ sessions.
Web Developer | Contract and freelance