Brianna Lorico
Emeryville,USA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
7
7
years of professional experience
Work History
Lead
Apple Inc
07.2021 - Current
- Lead daily downloads, addressed time-sensitive customer service issues and employee feedback, monitored employee and customer store traffic patterns
- Performs all opening and end-of day duties, leverages tools to inform, recognize and celebrate team's impact on priority performance
- Lead strategic initiatives to optimize the customer journey, including the successful oversight of new product launches within the retail store environment
- Collaborates with cross-functional teams to develop and implement product launch plans
- Monitors and analyzes key performance indicators to measure the success of customer journey improvements and product launches
Business Lead
Apple Inc
03.2021 - 07.2022
- Provided leadership and guidance to five stores in the Market, supporting 25 business professionals
- Took proactive measures that led to a significant 15% increase in store engagement, while also driving a noteworthy 10% enhancement in the performance of the business team
- Presented pipeline reports to Business Development Manager, Senior Business Managers, and Shopping Experience Managers by analyzing healthy and accurate sales forecasting for teams through 100% active account engagement
- Orchestrated sales team training and development programs to drive adoption of Apple's hardware, software and services through effective account and relationship management
- Mentored junior staff members in their professional development pursuits while fostering a supportive learning environment.
- Implemented data-driven decision-making, enhancing overall business performance and growth.
Business Pro
Apple Inc
09.2018 - 03.2021
- Accomplished a revenue milestone of $736.5K in Q2 of fiscal year 2020, attaining a top-2 ranking among Business Pros in the East Bay market for both the highest revenue generated and successful briefings conducted
- Managed a portfolio of 125 accounts
- Strategically formulated growth plans for accounts within the $10K-$50K range, pinpointing operational inefficiencies and orchestrating the expansion of Apple solutions, thereby fostering organizational growth and customer engagement
- Mentored colleagues and served as a subject matter expert in addressing business customer requirements and solutions
- Diligently sought, analyzed, interpreted, and disseminated Business Net Promoter Score (NPS) feedback to drive ongoing enhancements in the customer experience
- Collaborated closely with the Shopping Experience Manager, Business Development Manager, and Account Team to facilitate the seamless transition of accounts in alignment with the account engagement strategy, ensuring a streamlined and exemplary customer experience
Coach In-Store Experience
Apple Inc
11.2020 - 02.2021
- Facilitated Quarterly Development Connections and Quarterly Connection Team Meetings for a 15-member team, providing coaching on utilizing the Apple Steps of Service to present solutions effectively
- Guided and coordinated a team of 9 professionals from cross functional teams, including the Product Zone and Genius Bar, to execute an outreach plan focused on 2,000+ low-spend accounts, which yielded an impressive increase of almost $80,000 in revenue for the business
- Created leadership analytical business reports focused on sales, customer satisfaction, and business participation tracking weekly, monthly, and quarterly targets
Business Expert
Apple Inc
07.2017 - 09.2018
- Delivered outstanding results with revenue exceeding $400K in 2019
- Attained a prestigious top-5 ranking among East Bay market Business Experts, recognized for achieving the highest revenue and successful briefings conducted
- Managed a portfolio of 100 accounts
- Initiated and nurtured new customer relationships with low-spending and business development accounts, ranging from $0 to $10K, leading to impressive quarter-to-date achievements of a 100% lead follow-up rate and a 10% lead conversion rate
- Increased incremental revenue and expanded opportunity pipeline resulting in over $200K
- Identified organization's procurement, deployment, and support strategies to help remove inefficiencies within their organization
Education
Associates Degree - Liberal Arts and Sciences, General Studies and Humanities
Las Positas College
Livermore, CASkills
- Customer Relationship Management
- MacOS
- iOS
- iCal
- Pages
- Numbers
- Keynote
- Sales & Phone Skills
- Quip Tool
- Lead Customer Journey Launch Strategies
- Project Management
- Sales Strategies
- CRM Management
Timeline
Lead
Apple Inc
07.2021 - Current
Business Lead
Apple Inc
03.2021 - 07.2022
Coach In-Store Experience
Apple Inc
11.2020 - 02.2021
Business Pro
Apple Inc
09.2018 - 03.2021
Business Expert
Apple Inc
07.2017 - 09.2018
Associates Degree - Liberal Arts and Sciences, General Studies and Humanities
Las Positas College
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