ELIZABETH HAKIM
Riverside,CT
Summary
Technical Specialist with over 6 years of experience at Apple providing exceptional technical support, repairs, and training. Proven expertise in troubleshooting and client services, complemented by leadership roles in technology, retail, and wellness sectors. Educational background in Anthropology, Biology, and Chemistry supports a strong analytical approach. Aiming to leverage skills in a client-facing role within AI, product strategy, or user experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Genius
Apple
08.2019 - Current
- Resolved customer issues while consistently upholding professionalism and courtesy.
- Followed up with clients to ensure their complete satisfaction.
- Collaborated closely with team members to meet or surpass customer service standards.
- Diagnosed and resolved issues related to computer hardware, software, printing, installation, word processing, email, and operating systems.
- Procured necessary supplies and parts for hardware repairs.
- Provided training to internal staff and consumers on troubleshooting and resolving recurring issues.
- Certified macOS and iOS technician specializing in hardware and software repairs for computers and iPhones.
Keyholder
Shinola
09.2018 - 08.2019
- Ensured staff adhered to outreach standards and effectively managed client profiles in Salesforce.
- Oversaw Weekly Performance Reports, Bolt Communication, Clientele Management, and Guest Experience to maintain brand consistency and operational excellence.
- Provided coaching on creating effective follow-ups using the 3 P's, People Purpose Process, outreach format, boosting client engagement and retention.
- Executed opening and closing procedures, including daily cash handling, deposits, and ordering funds for store operations.
- Monitored and communicated KPIs and sales goals to corporate and management teams through daily reporting.
- Supported sales floor activities, assisted with visual merchandising, and ensured compliance with company standards.
Lead Guest Advisor/Spa Manager
spavia day spa
06.2016 - 09.2018
- Effectively assisted guests with advance reservations by recommending the appropriate treatments, dates, and times with our Skin Care Professionals and Massage Therapists.
- Ensured an exceptional guest experience at every interaction, including reservations, greetings, check-ins/outs, maintaining a pristine spa environment, and handling merchandise and membership sales.
- Managed petty cash and oversee staffing responsibilities, including recruiting, orienting, and training employees.
- Handled staffing needs by advertising open positions, reviewing resumes and applications, conducting interviews, and hiring process.
Education
Bachelor of Science - Anthropology, Biology, Chemistry
Lehman College
Bronx, NY01.2017
Skills
- Customer service and client relationship management (CRM)
- Technical support and help desk operations (macOS, iOS, Microsoft)
- Hardware/software troubleshooting and repair
- Software installation and system configuration
- Client engagement and solution-oriented communication
- Administrative support and office operations
- Scheduling, documentation, and record management
- Training, onboarding, and staff development
- Team leadership and cross-functional collaboration
- Conflict resolution and escalation management
- Performance monitoring and quality assurance
- Analytical thinking and problem solving
- Time management and multi-tasking in fast-paced environments
- Attention to detail and process improvement
- Microsoft Office (Word, Excel, PowerPoint)
- Visual merchandising and brand standards compliance
Certification
- Apple Certified macOS Technician (ACMT) - specializing in Mac hardware/software repairs
- Apple Certified iOS Technician (ACIT) - specializing in iPhone/iOS device repairs
Timeline
Genius
Apple
08.2019 - Current
Keyholder
Shinola
09.2018 - 08.2019
Lead Guest Advisor/Spa Manager
spavia day spa
06.2016 - 09.2018
Bachelor of Science - Anthropology, Biology, Chemistry
Lehman College