MacOS
Hi, I’m
Austin Robichaud
Leader
Boston,MA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
7
years of professional experience
2
Certification
Work History
Apple
Lead Genius
11.2024 - Current
Job overview
- Leading a team of 240 employees, handling management procedures including; opening/closing procedures, cash handling, escalated customer situations, and individual/collective development plans
- Partners with Field Engineers and market area stores to identify repair issues and other service concerns; communicating urgent information to market area leadership
- Creating hands-on repair labs, technical based trainings, and development of all in-store team members and communicating training procedures to area stores
- Collaborates with inventory, sales, and market leaders to implement improved methods for increasing successful repair percentages, optimizing repair times, and Net Promoter metrics
Apple
Lead
12.2023 - 11.2024
Job overview
- Formulated strategies that optimizes customer experiences, ensuring adaptability for peak events to deliver timely and exceptional support to entire/individual team members
- Created individual coaching plans for short-term and long-term goals
- Identified successes and opportunities based on daily and quarterly data reporting for immediate action and facilitated recognition celebrations
- Management duties included: opening/closing procedures, cash handling, and extensive escalated customer training
Apple
Lead ISE
08.2023 - 12.2023
Job overview
- Addressed the operational needs of the store such as: opening/closing procedures, cash management, overrides, visual standards, urgent maintenance issues, and Loss Prevention partnership
- Partnered with management to create a positive workplace culture, strategic adjustments, and daily schedule adjustments based on fluctuating business needs
- Ideated, created, and built structured training for all areas of the business influenced by business needs and feedback from the team
Apple
Technical Expert
08.2022 - 12.2023
Job overview
- Worked across all Apple products and services to troubleshoot, diagnose, and repair while maintaining high levels of empathy and compassion
- Partnered closely with all areas of the business to provide knowledge checks, technical trainings, and resources for all levels of the store
- Assessed quickly to find a personalized solution for the customer, while anticipating and adjusting for problems and roadblocks that could occur during and after the repair is completed
Apple
Technical Specialist
08.2021 - 08.2022
Job overview
- Demonstrated consistent performance as a top performer in Session Duration, Sessions Delivered, and NPS
- Effectively managed challenging customer interactions through command skills, technical expertise, and a high level of empathy
- Collaborated with iOS and other Apple devices to troubleshoot, diagnose, and repair devices
- Customized customer interaction processes to enhance naturalness and incorporate warm personal touches
Education
Massachusetts College of Art And DesignBoston, MA
Bachelor of Arts from Product Design And Sculpture
12-2021
Skills
- Highly adaptable
- Excellent communication
- Decision-making
- Driving Engagement
- Teamwork and collaboration
- Problem-solving
Certification
Certifications in all iPhone and Mac Repairs
Certifications in iOS, MacOS, tvOS, watchOS
Software
IOS
Timeline
Lead Genius
Apple
11.2024 - Current
Lead
Apple
12.2023 - 11.2024
Lead ISE
Apple
08.2023 - 12.2023
Technical Expert
Apple
08.2022 - 12.2023
Technical Specialist
Apple
08.2021 - 08.2022
Massachusetts College of Art And Design
Bachelor of Arts from Product Design And Sculpture
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