Summary
Overview
Work History
Education
Skills
Timeline
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GINA ROBINSON

Roseville,CA

Summary

Accomplished leader with a proven track record at Apple, specializing in organizational development and diversity awareness. Successfully spearheaded the inaugural Women@Apple AHA Chapter, enhancing leadership support models and fostering inclusive environments. Expertise in coaching and talent management has driven significant improvements in employee retention and satisfaction. Aiming to leverage these skills to cultivate high-performing teams in dynamic settings.

Overview

31
31
years of professional experience

Work History

Inclusive Interview Panelist

Apple
06.2022 - Current
  • Receiving training on inclusive leadership at Apple.
  • Participated in over 50 interview panels for various business groups.
  • Supported feedback sessions for each panel.
  • Analyzed each candidate's ability to adapt to inclusive leadership.

Co-Chair

Apple
10.2021 - Current
  • Founding Co-Chair for the first Women@Apple AHA Chapter.
  • Built a five pillar leadership hybrid support model.
  • Built sub-committees within each pillar.
  • Collaborated with other co-chairs on planning and organizing activities during the event.
  • Developed agendas, monitored timelines and delegated tasks to ensure successful event outcomes.
  • Led strategic planning and execution to enhance the chapters growth.
  • Supported all communication needs and volunteer activations within the DNA.
  • Built and supported all workflows within the DNA.

Area Manager | Continuity

Apple
09.2021 - Current
  • Supported headcount for the Buttler Organization.
  • Point of Contact for AppleCare Excellence Awards in the Buttler Organization.
  • Joined the TAPs pilot group representing the Nilles Organization.
  • Drove performance and supported business initiatives.
  • Implemented new processes and procedures tactfully and passionately.
  • Revitalized underperforming teams and productivity through coaching and development.
  • Monitored and evaluated performance to ensure goals were met.
  • Mentored team members by demonstrating best practices and sharing expertise.
  • Worked with direct reports to develop and implement action plans, improving team performance.

Area Manager | Retail to AppleCare

Apple
10.2020 - 09.2021
  • Built onboarding model for Retail Advisors transitioning to AHA.
  • Built teams within the new organization to remotely support customers.
  • Interviewed and selected 300 permanent AHA Advisors.
  • Built a sustaining model to integrate new Advisors into existing AHA teams.
  • Cultivated strong professional relationships with Apple Retail to drive long-term collaborative relationships .

Area Manager | Mentoring

Apple
10.2015 - 10.2020
  • Built the Return to Work Mentoring Program.
  • Leveraged Mentoring to build a model to support Vendors.
  • Helped localize Mentoring for Success.
  • Built Mentoring on Demand to assist existing Advisors.
  • Built Mentoring models for all Specialty Organizations.
  • Supported JPAC and EMEIA with building similar programs in their regions.
  • Supported onsite travel to Canada for vendor Mentoring support.

Area Manager | Tier 2

Apple
08.2014 - 10.2015
  • Supported Tier 2 Initiatives across the business.
  • Assisted with training and movement into Tier 2.
  • Identified knowledge gaps and provided guidance.
  • Aligned procedures and protocols with changing business demands.
  • Cultivated positive rapport with business leadership.
  • Supported Team Managers with advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Area Manager | Tier 1

Apple
10.2013 - 08.2014
  • Worked effectively in team environments to make the workplace more productive.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Established performance management guidelines.
  • Assisted with the AHA model and growth.

Area Manager | New Advisor Training

Apple
02.2011 - 10.2013
  • Built the New Advisor Training model.
  • Created onboarding workflow for internal and external Advisors.
  • Supported all new training classes in Austin and Elk Grove.
  • Created a shadowing program for Advisors.
  • Worked with trainers to improve efficiency.
  • Oversaw the recruitment process for new staff members including interviewing and training.
  • Designed new employee training program to share best methods for customer support.
  • Supervised Team Managers, including hiring and training new employees.
  • Developed training programs for new employees on proper procedures when interacting with customers.
  • Ensured proper training was provided for new employees in order to promote efficiency and accuracy.
  • Supervised and managed all business groups.
  • Documented training procedures for new employees.
  • Onboarded new employees by providing training materials and guidance.

Area Manager | Wireless Multimedia

Apple
04.2011 - 12.2011
  • Supported WMM initiatives.
  • Streamlined observation process.
  • Worked with all sites to align business practices.

Area Manager | ITunes & MobleMe

Apple
11.2007 - 04.2011
  • Built the first iTunes support teams in Elk Grove.
  • Worked with Austin to align with business strategies.
  • Built observation model for iTunes Advisors.
  • Localized iTunes support for JAPAC in AMR.
  • Worked with JAPAC to establish 24-hour support in their region.
  • Localized all iTunes training material.
  • Built MobileMe support in Elk Grove.
  • Grew MobileMe teams from two to seven while expanding support in AMR.
  • Worked with stakeholders to ensure customer privacy was protected.
  • Partnered with operations on all matters related to iTunes and MobileMe.

Area Manager

Cingular Wireless
10.2003 - 11.2007
  • Developed strategies for increasing sales, market share and customer satisfaction.
  • Organized promotional activities such as special events in stores.
  • Cultivated positive rapport with associates and team leadership.
  • Resolved conflicts between employees or customers in a professional manner.
  • Implemented training initiatives to coach staff on best practices and protocol for enhanced profitability.
  • Streamlined operational efficiencies by successfully hiring top talent driving productivity.
  • Consistently achieved sales increase over forecast.
  • Worked with direct reports to develop and implement action plans, improving operating results.
  • Resolved customer complaints regarding service.
  • Conducted periodic reviews for over 200 employees.

Government/ Global Account Manager

Cingular Wireless
11.2000 - 10.2003
  • Prepared and presented proposals for potential government contracts.
  • Maintained detailed records of all customer interactions and transactions.
  • Identified new opportunities within existing government accounts.
  • Coordinated with logistics teams to ensure timely delivery of products to customers.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Managed budgets associated with assigned accounts and projects.
  • Performed regular audits of processes related to government accounts.
  • Negotiated pricing and terms of contracts with government agencies.
  • Provided technical support to customers regarding products or services.
  • Ensured compliance with applicable laws, regulations, policies, procedures.

Customer Care Team Manager

Cingular Wireless
06.1994 - 11.2000
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Implemented strategic team objectives aligned with company goals, increasing productivity.
  • Supported HR staff with recruiting and retaining high-performing talent.
  • Recognized and rewarded team and individual achievements, boosting morale and motivation.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Developed and implemented strategies to improve team performance.

Education

Minor - Inclusion, Diversity and Equity

University of Maryland
06-2026

Bachelor of Science - Human Resource Management

University of Maryland
06-2026

Associate Degree - Business Management

Merced College
Merced, CA

Skills

  • Coaching
  • Feedback delivery
  • Influencing others
  • Diversity awareness
  • Motivation techniques
  • HR leadership
  • Performance appraisal
  • Employee retention
  • Organizational development
  • Leadership development
  • Talent management
  • Dispute mediation
  • Succession planning
  • Job analysis
  • Labor relations
  • Performance assessment
  • Compensation and benefits
  • Employee onboarding
  • Corrective action planning
  • Workforce planning
  • Employee relations
  • Team building

Timeline

Inclusive Interview Panelist

Apple
06.2022 - Current

Co-Chair

Apple
10.2021 - Current

Area Manager | Continuity

Apple
09.2021 - Current

Area Manager | Retail to AppleCare

Apple
10.2020 - 09.2021

Area Manager | Mentoring

Apple
10.2015 - 10.2020

Area Manager | Tier 2

Apple
08.2014 - 10.2015

Area Manager | Tier 1

Apple
10.2013 - 08.2014

Area Manager | Wireless Multimedia

Apple
04.2011 - 12.2011

Area Manager | New Advisor Training

Apple
02.2011 - 10.2013

Area Manager | ITunes & MobleMe

Apple
11.2007 - 04.2011

Area Manager

Cingular Wireless
10.2003 - 11.2007

Government/ Global Account Manager

Cingular Wireless
11.2000 - 10.2003

Customer Care Team Manager

Cingular Wireless
06.1994 - 11.2000

Minor - Inclusion, Diversity and Equity

University of Maryland

Bachelor of Science - Human Resource Management

University of Maryland

Associate Degree - Business Management

Merced College

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GINA ROBINSON