Ali Akbar
Dover,DE
Summary
Seasoned Apple employee who has a deep understanding of the company's culture by applying Apple's core principles of customer service, driving team success, and cultivating a positive and supportive environment for both customers and team members.
Overview
3
3
years of professional experience
Work History
Tech Expert
Apple
Newark, DE
01.2023 - Current
- Consistently exceeded the company's SPQH standard, achieving 4.4 SPQH in the most recent quarter
- Surpassed the company's 93% SUR standard, achieving 95% in the most recent quarter, ensuring efficient and successful repairs
- Consistently ranked among the top performers in Business Intros at the Genius Bar, driving customer engagement
- Used my success in exceeding SPQH and SUR standards to mentor team members, sharing best practices and turning them into actionable steps that aligned with company goals, which helped improve overall team performance.
Tech Specialist
Apple
Newark, DE
06.2022 - 01.2023
- Recognized for achieving the highest number of Business Intros in the whole store for the fiscal year of 2022, contributing to store success
- Managed the highest number of sessions in the final quarter of 2022, demonstrating exceptional efficiency in a fast-paced environment
- De-escalated customer concerns by acknowledging their issues, aligning with their perspective, and assuring them of a resolution, repairing their relationship with Apple
- Resolved malfunctions and diagnosed issues for customer's devices
- Communicated clearly with customers to provide tailored solutions and recommendations for their needs, and offered a full range of Apple products and services.
Sales Specialist
Apple
Newark, DE
11.2021 - 06.2022
- Used the Apple steps of service by approaching customers, probing their needs, presenting personalized solutions, learning about their experience with Apple's technology, and extending their relationship with Apple
- Trained new team members to contribute to the store's positive culture
- Led the Product Zone in Business Intros and revenue, and received recognition for my consistent contributions.
Education
Bachelor's of Science - Civil Engineering
University of Delaware
12-2024
Associate of Science - Civil Engineering
Delaware Technical Community College
Skills
- Multi-Tasking
- Problem-solving
- Team Player
- Time Management
- Mentorship
Timeline
Tech Expert
Apple
01.2023 - Current
Tech Specialist
Apple
06.2022 - 01.2023
Sales Specialist
Apple
11.2021 - 06.2022
Bachelor's of Science - Civil Engineering
University of Delaware
Associate of Science - Civil Engineering
Delaware Technical Community College