Bruna Zanelato
Orlando,FL
Summary
High-energy professional with 15+ years of customer service experience, skilled in delivering individual results while supporting team members to reach their full potential. Thrives on challenges outside of the comfort zone, maintaining focus, strategic orientation, and the ability to lead and inspire others. Multilingual communicator adept at fostering cultural sensitivity and excelling in fast-paced environments, combining a strong work ethic, empathy, positive attitude, and eagerness to learn.
Overview
10
10
years of professional experience
Work History
Technical Specialist
Apple Inc.
Orlando, FL
07.2024 - Current
- Contributed to generating over $30k in Genius Bar revenue through high-impact service and consultative sales by converting new ownership.
- Exceeded NPS score of 80+ by delivering swift, personalized support and effective technical solutions.
- Consistently ranked among top Genius Bar performers, leveraging Business team partnerships to drive revenue, convert leads, and deliver outstanding experiences across service zones, including 10 business intros this quarter.
- Balanced efficiency and quality with 14-minute average sessions, consistently earning high knowledge and empathy ratings.
- Delivered 8,358 sessions, including Apple Intelligence demos, with 1,138 total transactions and 621 hero unit conversions, achieving a 93.6% SUR% while consistently exceeding quarter performance targets.
- Trained new Technical Specialists and Product Zone peers on setting accurate service expectations and effectively documenting symptoms and details during booking and check-in at On Point.
- Handled sensitive and confidential information with integrity, upholding Apple’s core values while assisting customers with Apple product or software issues compassionately and expertly, leveraging all available tools and resources.
- Mentored fellow team members in technical and product knowledge, fostering a collaborative work environment where ideas are freely exchanged.
Specialist
Apple Inc.
Orlando, Florida
10.2019 - 07.2024
- Aided efficient customer service and assists in all aspects of product offerings and services by actively listening and curating personal suggestions.
- Established knowledge of current in-store and online products and services, promotions, merchandise features, inventory, policies, and procedures to help assist customer interactions.
- Shared knowledge with team and provides feedback to effectively influence others to improve their performances, motivate them, and encourage self-autonomy in learning.
- Communicated clearly to share new strategies and initiatives by participating in downloads, 1-1 connections and feedback conversations with leaders and teammates.
RCC Chat Sales Specialist
Apple Inc.
Orlando, Florida
08.2020 - 03.2021
- Provided remarkable chat support to customers who have product questions or require assistance with purchasing and troubleshooting needs.
- Demonstrated ability to translate tech-speak, billing, shipping and ecommerce jargon into everyday, understandable terms.
Sales Lead/Stock
Under Armour Brand House
Orlando, Florida
04.2015 - 06.2019
- Acted as peer coach to current and new associates by assisting with training and motivating team to reach individual and team goals while exceeding personal goals. Ranking as top store in the market consecutively for 4 years.
- Boosted brand productivity standards for shipment processing, replenishment, markdowns and merchandising through utilizing the company tools and resources under tight deadlines.
- Assisted in annual physical inventory counts ensuring accuracy and compliance with company guidelines.
Assistant Manager
Zumiez inc.
Orlando, Florida
04.2017 - 04.2019
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Mentored staff to enhance skills and achieve daily targets, using hands on-and motivational leadership.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Implemented corporate visual standards via planogram updates, emails and verbal feedback.
- Ranked #1 in sales for 18 consecutive months.
Education
High School Diploma -
Dr. Phillips High School
Orlando05.2008
Skills
- Communication
- Teamwork
- Emotional Intelligence
- Problem Solving
- Self Motivated
- Leadership
- Detail Oriented
- Critical Thinking
- Adaptability
- Time Management
Competencies
- Driving Results & Insights: Expert in achieving measurable outcomes through strategic planning, data-informed decisions, and proactive problem-solving.
- Customer Focus & Communication: Skilled in active listening, clear communication, anticipating customer needs, and delivering exceptional service that fosters lasting loyalty.
- Managing Complexity: Strong analytical and problem-solving abilities, adaptable to change, with strategic decision-making and organizational excellence.
Timeline
Technical Specialist
Apple Inc.
07.2024 - Current
RCC Chat Sales Specialist
Apple Inc.
08.2020 - 03.2021
Specialist
Apple Inc.
10.2019 - 07.2024
Assistant Manager
Zumiez inc.
04.2017 - 04.2019
Sales Lead/Stock
Under Armour Brand House
04.2015 - 06.2019
High School Diploma -
Dr. Phillips High School