Summary
Overview
Work History
Education
Skills
Timeline
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AUNGELIQUE CELESTE BAILEY

Summary

Dynamic professional with extensive experience at Apple Inc., excelling in exceptional customer support and project management. Proven track record in enhancing operational efficiency and driving employee wellness initiatives. Adept at inventory management and fostering positive client relationships, ensuring a seamless customer experience while promoting environmental awareness.

Overview

10
10
years of professional experience

Work History

Specialist

Apple Store: The Grove
Los Angeles, CA
01.2017 - 03.2024
  • Delivered exceptional customer service via repair intake, troubleshooting, and transformational sales for customers.
  • Assisted customers with unboxing, backing up and setting up their new products.
  • Provided one on one support for going over new features on devices at the setup table.
  • Provided technical support, repair intake, and iPhone repair during the Apple iPhone battery replacement program.
  • Worked as and with several volunteer champions to plan volunteer events through benevity.

Retail Contact Center (RCC) Post Order Support

Apple Inc.
Los Angeles, CA
01.2020 - 01.2024
  • Company Overview: Remote (WFH Experience)
  • Provided extraordinary phone support and chat support to customers.
  • Assisted customers with direct communication to retail stores, technical advisors and Apple Card Specialist.
  • Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted customers with changes to previously placed orders, billing questions and order status questions.
  • Utilized multiple sources of information to stay current on product features, and technology changes during downtime.
  • Remote (WFH Experience)

Operations Analyst

Apple Inc.
Los Angeles, CA
01.2022 - 01.2023
  • Company Overview: Remote (WFH Experience)
  • Unitized Kronos to build and edit consistent, fair, and flexible schedules to support the Resource Operation Analyst Team.
  • Assisted the RPO team in building and refining schedules based on store-specific details found on the store information intake form and the weekly intake form.
  • Completed adjustments to current published schedules to support shift swaps and real-time changes.
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Built consistent, fair, and flexible schedules to support the employee and customer experience.
  • Analyzed systems and processes to understand current functionality and impact of operational changes.
  • Remote (WFH Experience)

Wellness Champion

Apple Inc.
Century City, CA
08.2015 - 04.2017
  • Initiate and run challenges to help employees maintain or increase physical activity levels, and dietary awareness.
  • Help execute and promote health and fitness programs that are initiated by corporate wellness.
  • Promote health and fitness programs created by the corporate wellness team.

Specialist

Apple Store: Century City
Century City, CA
01.2015 - 01.2017
  • Assisted the admin team with inventory levels, performed shipping & receiving of repairs, and ordered service parts and supplies when needed.
  • Diffused tension and provided solutions for customer service issues related to device repair, escalating to management or AppleCare when necessary.
  • Appointed as store's Wellness Champion and successfully led health & fitness initiatives for teammates.

Operations Specialist

Tiffany & Co
Cincinnati, OH
01.2014 - 01.2015
  • Maintained accurate store inventory levels while performing POS terminal analysis and reservation maintenance to ensure customer needs were always met and to prevent losses.
  • Ensured the store was financially sound by providing all reporting needs and internal compliance audits.

Education

Bachelor of Arts - Communication

University of Cincinnati
Cincinnati, OH
01.2014

Skills

  • Project Management
  • Inventory Management
  • Written & Verbal Communication
  • Marketing
  • Public Relations
  • Organizational Development
  • Exceptional Customer Support Skills
  • Environmental Awareness

Timeline

Operations Analyst

Apple Inc.
01.2022 - 01.2023

Retail Contact Center (RCC) Post Order Support

Apple Inc.
01.2020 - 01.2024

Specialist

Apple Store: The Grove
01.2017 - 03.2024

Wellness Champion

Apple Inc.
08.2015 - 04.2017

Specialist

Apple Store: Century City
01.2015 - 01.2017

Operations Specialist

Tiffany & Co
01.2014 - 01.2015

Bachelor of Arts - Communication

University of Cincinnati

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