Amy Ackermann
Genius Administrator
Loxahatchee,FL
Summary
Experienced Information Technology Leader well-versed in infrastructure, security planning and daily operations management. Forward-thinking and strategic leader with thirteen years of experience in Technology. Recognized for cost-effective system improvements, operational streamlining and positive leadership style.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Genius Administrator
01.2011 - Current
- Deepen customers’ trust by coordinating oversight of their repair process
- Providing hands-on technical support throughout different stages of the repair process
- Create and extraordinary customer experience that provides them with swift solutions to their technical issues
- Providing a clear explanation of the situation with patience and compassion
- Adept in creative problem solving, and a highly skilled ability to anticipate and adjust for problems or roadblocks
- Provide mentorship to the Repair Team building their knowledge around Apple products and our policies and procedures
- Passionate and motivated to delivering an outstanding experience for both our team and our customers
- Delegate clearly and comfortably to all team members while sharing responsibility and accountability
- Provide support and advice to our Leadership Team, the staff and our customers
- Manage end of month and new month paperwork and document storage
- Collaborate with Operations Teams to manage and track service repair inventory
- Order supplies needed for an efficient and effective repair process
- Prevent loss-prevention issues using a checks and balances system based on processes and reporting
- This one needs more meat and potatoes
- Market Volunteer Champion and Guide
Interim Lead Genius
Apple
01.2021 - 01.2022
- Deliver exceptional customer experiences by building a human connection while delivering same day help and timely repairs
- Assist leadership team with day to day operations and responsibilities
- Ensure operational readiness of the Genius Bar and Repair Room
- Created curated business plans to achieve store goals and objectives
- Motivated others through recognition, coaching and feedback to achieve positive results
- Through observation and reporting
- Address time-sensitive employee feedback, questions and concerns, and escalate to a store leadership as appropriate
- Regularly analyze reporting resources to assess and understand Genius Bar performance and provide recommendations for improvement to the leadership team
- Assist and empower team members to resolve customer concerns, and partner with store leadership to solve more complex issues
- Partner with the leadership team to lead and support all Genius Bar team training, training completion, and related initiatives
- Identify and support opportunities to provide training and education about
- Genius Bar operations for store team
- Energize, inform, and align store employees around store performance goals and communications
- Recommend daily staffing and/or scheduling to the store leadership team to align with changing customer and/or team member needs and traffic patterns
- Address the operational needs of the store (including, but not limited to, opening/closing procedures, cash management, overrides, visual standards, urgent maintenance issues, and Loss Prevention partnership
People Operations Planner
01.2020 - 01.2021
- Work closely with Leadership Team to provide an engaging work environment for all employees
- Partner with the Leadership team to support the organization and implementation of people processes, including the preparation of team correspondence, certificates, and employment papers and documents
- Demonstrated ability to ensure the integrity of sensitive or confidential information
- Knowledge of headcount tools, resources, and reporting
- Experience with people information systems
- Served as an advocate for employees by finding answers to people-related questions and connecting them to the appropriate resources
- Responsible for the administration, accuracy, and data entry in the time management system, the administration of time time away programs and processing of end of week payroll submissions.
Scheduling Administrator
01.2015 - 01.2017
- Lead Teams in creating and hosting Volunteer events in SF market, Partner with Store Leaders to align on scheduled hours allocation, traffic analysis, and store goals to drive and deliver a high-quality plan
- Motivate and engage store leadership behind resource planning strategies and changes through strong relationships and ability to influence
- Integrate store specific plans with resource planning strategies to plan timely, consistent, fair, and flexible schedules to support the employee and customer experience
- Drive timeliness, accuracy, and consistency with resource planning strategies
- Partner with Store Leaders to advise on how current payroll, local payroll laws, time away, availability, and hiring trends impact scheduling performance and identify solutions
- Analyzing data related to workforce management to provide recommendations to store leadership and Store Operations Field Leaders to improve resourcing trends and scheduling opportunities
- Partnering with Operations Analysts to review completed schedules for alignment with store specific plan and current resource planning strategies
- Maintain subject matter expertise and proficiency of the current scheduling system
- Accountable to compliance adherence to scheduling rules, store policies and procedures across markets and countries where applicable
Core Facilitator and Mentor
01.2009 - 01.2011
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Developed effective training plans based on department needs and objectives.
- Developed individualized training plans to achieve staff readiness.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Sales Associate
01.2009 - 01.2011
- Shared knowledge with team to improve the storewide customer experience
- Met and exceeded goals while mentoring others using new strategies
- Drove B2B engagement; increasing revenue and providing support to recurring customers
- Provided excellent customer service through our customer journey
- Created customized solutions to fit all customer needs
Education
Associate of Arts - Business Administration And Management
Capella University
01.2017 - 12.2017
Skills
Project lifecycle management
Teambuilding
Written Communication
Organization and Time Management
Decision-Making
Critical Thinking
Teamwork and Collaboration
Interpersonal Communication
Excellent Communication
Planning and Coordination
Problem-Solving
Self-Motivated
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Interim Lead Genius
Apple
01.2021 - 01.2022
People Operations Planner
01.2020 - 01.2021
Associate of Arts - Business Administration And Management
Capella University
01.2017 - 12.2017
Scheduling Administrator
01.2015 - 01.2017
Genius Administrator
01.2011 - Current
Core Facilitator and Mentor
01.2009 - 01.2011
Sales Associate
01.2009 - 01.2011