Dakota Smith
Customer Service Leader
Aliso Viejo,CA
Summary
Making an impact in others’ lives is how I find fulfillment. I influence people by identifying goals and advising on implications. Working under pressure and adapting to new situations or challenges is customary to my work. Adept retail professional accomplished in leading consumer electronics retail management, revenue growth, customer engagement, and cross- functional teams to ensure brand success. Currently, I empower individuals regarding the procurement, ownership, and support of their Apple products and services. Let’s connect.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Technical Expert
Apple Inc
Mission Viejo, Ca
10.2021 - Current
- Identifies technical issues of Apple hardware and software in a retail environment
- Documents pertinent information with empathy, explaining issue with expectations in a manner which the customer understands
- Counsels appropriate solutions that enable the customer to select the best repair or upgrade option to meet their needs
- Certified to repair iOS devices.
Lead
Apple Inc
San Francisco, Ca
02.2021 - 09.2021
- Supervised daily operations of an Apple Store containing roughly 130 employees, managing store opening/closing procedures while adjusting team coverage on the fly to meet store traffic needs
- Mentored team by providing meaningful feedback and recognition based on observations of customer and team members’ interactions
- Managed the safety and security of team members, verified team members follow policies and procedures, and delivered timely breaks for team in a dynamic setting.
Apple Inc
San Francisco, Ca
09.2018 - 09.2021
- Spearheaded a team of four colleagues, responsible for overseeing roughly 60 team members while balancing priorities to achieve individual and team productivity goals
- Implemented peer to peer mentoring to increase store customer satisfaction rate by 30%
- Highlighted often for leadership style amongst my peers
- Selected to support four Apple corporate events in 2019, part of a team of roughly 75 people out of Apple retail worldwide.
Specialist
Apple Inc
San Francisco, Ca
11.2016 - 09.2018
- Cultivated relations with scores of customers on Apple device and service features
- Performed as a leader in sales over eight quarters, typically in the 90th percentile
- Yielded high customer satisfaction responses, routinely in the 95th percentile.
Education
Bachelor of Science - Public Health Education
San Francisco State University
San Francisco, CA 08.2011 - 05.2016
Skills
Exceptional customer service
Relationship building
Empowers cross-functional teams
Project planning
Action-Oriented
Operations oversight
Websites
Timeline
Technical Expert
Apple Inc
10.2021 - Current
Lead
Apple Inc
02.2021 - 09.2021
Apple Inc
09.2018 - 09.2021
Specialist
Apple Inc
11.2016 - 09.2018
Bachelor of Science - Public Health Education
San Francisco State University
08.2011 - 05.2016