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- Drive overall services culture, assist in day-to-day operations, and develop store strategies, tactics, and sales plan for all services (including copy & print, technology, subscriptions, and business services)

- Spearhead store's overall sales training, assist with merchandising, operations, cash handling, and execution of store and company standards

- Articulate areas of opportunity, devise and execute action plans, resolve both associate and customer relations' concerns

- Lead assessment and development of all associates, and ensure all certifications/training have been completed and maintained, as applicable (print, tech, etc.)

- Increase sales and profitability through conversion, AOV, and CSAT improvement across all categories

- Regularly meet with associates to ensure accurate communication of company initiatives, policies and procedures, in addition to providing updates on daily operations of the store and ensuring all associates understand company benefits, directives, and other programs

- Managed and mentored a remote team of international (US, UK, Australia, Spain) support agents in responding to customer inquiries/issues via multiple major social media platforms and app store/third-party review spaces

- Prioritized, assigned, and reviewed tasks and work activities to meet KPI, productivity, and quality goals

- Performed various managerial admin tasks, including ensuring ongoing training/development of associates, processing of timecards and PTO requests, writing schedules, conducting regular 1:1 meetings with direct reports, as well as weekly team meetings, performing QA reviews, etc.

- Acted as a liaison between CX team and other internal and external teams including Safety, PR, Legal, Crisis Management, Marketing, Product, etc.

- Supervised and mentored a remote team of international (US, Jamaica, Philippines) support agents

- Oversaw the entire communication stream (phones, email, internal [ZenDesk/Jira] tickets) for the Provider Support Team

- Performed quality assurance (QA) reviews and individual agent coaching to ensure policies, procedures, and user experience was maintained and improved

- Created new processes, procedures, and policies, documented existing processes, procedures, and policies in both internal and external knowledge bases

- Resolved critical escalation cases (including customer billing and contractor payroll issues) across all communication channels

- Provided extensive remote technical support for Apple devices (iPhone, iPad, iPod, Mac, AppleWatch, Beats, etc.) to customers via live chat

- Handled a consistently high volume of tickets/cases, up to three active chats at a time

- Provided support and guidance to Tier 1 Technical Support Advisors, assisted in resolving issues and/or taking over cases as needed when escalated

- Handled supervisory tasks such as evaluating, documenting, and rectifying customer complaints

- Acted as liaison between Apple Site Support Engineering, Direct Dispatch, Repair Centers, and customers

- Supported day-to-day operations and achieved sales and profit goals established for the department while continually monitoring and controlling all established quality assurance standards

- Directed and supervised all functions, duties, and activities for assigned department

- Oversaw and maintained the inventory/stocking conditions; trained department associates on inventory/stocking and Computer Assisted Ordering (CAO)

- Oversaw department's compliance with safety procedures and reinforced safety programs by complying with safety protocols and identifying/rectifying unsafe conditions

- Maintained state, local, and company compliance reports and logs; completed incident and security reports