EBONY BENNETT
Austin,TX
Summary
Dynamic business process professional with a proven ability to streamline operations and enhance efficiency across diverse environments. Recognized for fostering collaborative team dynamics and consistently delivering impactful results by leveraging robust analytical skills to drive informed decision-making. Committed to excellence and adaptability, ensuring alignment with evolving organizational needs while achieving strategic goals.
Overview
14
14
years of professional experience
Work History
Business Process Analyst
Apple Inc.
Austin, TX
06.2021 - 03.2025
- Facilitated cross-functional workshops to gather requirements and assess resource needs and analyzed business processes to identify areas for improvement and optimize operational efficiency
- Developed and executed a comprehensive workforce strategy utilizing Tableau, Kronos, and internal dashboards to optimize Genius Bar appointment availability across multiple locations leading to a 20% increase across the board
- Crafted and executed store-specific operational playbooks to enhance compliance and and facilitate on-time delivery of personalized schedules
- Interpreted complex performance metrics to deliver actionable insights for store leadership to make more informed decisions around operational gaps and payroll/scheduling discrepancies
- Performed root-cause analysis on recurring issues within existing processes, identifying solutions that addressed underlying causes effectively
- Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features via the Kaizen method to constantly improve output
- Provided ongoing support to team members during transition periods following process updates, minimizing disruption and maintaining productivity levels
- Led workshops for stakeholders to gather feedback on proposed process changes, fostering a collaborative approach to optimization efforts
- Standardized and centralized all critical operational documents into a single repository, empowering a team of six to deliver consistent and seamless cross-store support
- Implemented strategic scheduling adjustments to ensure 100% resource assignment across multiple stores during high-demand situations, including product launches, holidays, and other essential events
Schedule Planner
Apple Inc.
Washington, DC
05.2019 - 06.2021
- Analyzed market trends to inform product roadmap and resource allocation decisions
- Led cross-functional teams to develop and execute strategic resource planning initiatives around needs of the business, head count, and time away thresholds
- Collaborated with market leadership to design and implement efficient scheduling strategies during COVID-19, maintaining uninterrupted resource fulfillment despite ongoing workflow changes
- Managed weekly resource schedules to maintain compliance with state, federal, and corporate guidelines while achieving payroll and scheduling accuracy
- Identified potential risks, implementing mitigation plans to minimize impact on static and dynamic timelines
- Participated in a comprehensive pilot program to analyze the efficacy of centralized scheduling, facilitating the formation of a novel dedicated corporate team
Genius Admin
Apple Inc.
Washington, DC
01.2015 - 05.2019
- Leveraged in-depth logistical knowledge to resolve unexpected issues and proactively manage expectations, achieving a record high NPS score of over 90% for GB
- Implemented strategic queue management techniques, successfully reducing iPhone repair turnaround time by 5 minutes through rigorous data integrity oversight
- Facilitated resolution of repair issues as primary escalation contact, minimizing manager involvement through effective problem-solving
- Developed training materials to attract new talent and conducted sessions for staff onboarding
- Mentored junior administrators, fostering professional growth and knowledge sharing within the team
- Executed inventory management strategies to achieve and sustain over 99% accuracy for a diverse stock of 500+ weekly repair parts by effectively addressing all discrepancies in SAP
Inventory Operations Specialist
Apple Inc.
Washington, DC
09.2011 - 01.2015
- Streamlined operational workflows to enhance efficiency and reduce bottlenecks in service delivery resulting in a 1 minute 30 second average delivery time, leading the market
- Designed and instituted process improvements aimed at optimizing task efficiency and maintaining high accuracy levels over extended periods
- Mentored junior staff on best practices, fostering a collaborative work environment that supports continuous learning
- Designed and implemented a receiving system to optimize parts allocation for repairs, reducing check-in time and enhancing service quality
- Managed all logistics operations, including shipping, receiving, and B2B fulfillment, achieving a 100% on-time rate for commercial orders and processing 1000+ units weekly
- Ensured 100% functionality and display compliance for all in-store demo products by conducting daily audits and managing the repair/replacement lifecycle
Education
Bachelor of Science - Psychology
University of The District of Columbia
Washington, DC05.2015
Skills
- Process change management
- Effective stakeholder engagement
- Resource planning expertise
- Data-driven decision making
- Team collaboration
- Effective communication
- Time management
- Multitasking
- Adaptability and flexibility
- Tableau
- Forecasting and planning
- Microsoft Office Suite
Timeline
Business Process Analyst
Apple Inc.
06.2021 - 03.2025
Schedule Planner
Apple Inc.
05.2019 - 06.2021
Genius Admin
Apple Inc.
01.2015 - 05.2019
Inventory Operations Specialist
Apple Inc.
09.2011 - 01.2015
Bachelor of Science - Psychology
University of The District of Columbia