Javier Cervantes
Los Angeles,CA
Summary
Dynamic and results-driven Manager with over 10 years of experience at Apple, including 3 years in a management role. Proven track record of leading high-performing teams, driving customer satisfaction, and achieving key performance metrics.
Adept at implementing strategic initiatives to enhance customer experience and streamline operations. Skilled in fostering a culture of feedback and accountability, ensuring team cohesion and continuous improvement. Committed to maintaining
Apple's vision and purpose while delivering exceptional service and operational excellence.
Overview
13
13
years of professional experience
Work History
Manager
Apple Inc
01.2014 - Current
- Focused on driving results and enhancing the customer experience across various departments
- Successfully led teams to achieve key performance metrics while ensuring an exceptional customer experience
- Implemented strategic initiatives to improve customer engagement, driving both sales and overall satisfaction
- Fostered a culture of feedback and accountability to continuously elevate team performance
- Played a key role in the launch and adoption of new products and services, contributing to store success.
Lead
Apple Inc
- Collaborated with store teams to drive engagement around business
- Identified staffing needs and proactively made adjustments to align with traffic demands
- Actively led product zone team in providing our customers with complete solutions
- Used the Apple steps of service to empathetically and efficiently address customer escalations and employee concerns
- Supported and ensured daily operational excellence through the application of fearless feedback
- Helped to maintain Apple’s vision and purpose to consistently drive for results.
Business Expert
Apple Inc
- Built relationships and generate new leads through sales floor engagement, in-store programming, and customer briefings
- Crafted and present solutions that enable customers to improve workflow by deploying Apple technologies in their business
- Lead out store team training on business solutions and finance options.
Expert
Apple Inc
- Led Expert team in sales and customer satisfaction metrics; managed weekly Expert reporting to inspire team performance and communicate to leadership
- Supported leadership team with floor management, cash handling, and customer service issues; Successfully completed Lead & Learn for store team scheduling
- Championed product launch of Watch Nike+ as part of a Career Experience by facilitating Nike store team learnings and customer demonstrations.
Specialist
Apple Inc
- Introduced customers to Apple solutions by probing for needs and active listening to match them with appropriate products, services and education opportunities.
Athlete
Nike
01.2012 - 01.2014
- Consulted with customers of all abilities to connect them with the right products while delivering exceptional in-store experience
- Assisted Managers in floor leadership as well as with on-boarding and training programs for new associates
- Co-founded Nike LGBT Run Club in Los Angeles by partnering with Los Angeles LGBT Center in repurposing returned shoes to inspire local LGBT youth to take up running.
Education
BA Criminal Justice -
Kansas Wesleyan University
Salina, KS05.2013
Timeline
Manager
Apple Inc
01.2014 - Current
Athlete
Nike
01.2012 - 01.2014
Lead
Apple Inc
Business Expert
Apple Inc
Expert
Apple Inc
Specialist
Apple Inc
BA Criminal Justice -
Kansas Wesleyan University