Overview
Work History
Education
Skills
Languages
Timeline
Generic

JENN LLANOS

The Bronx

Overview

3
3
years of professional experience

Work History

Expert

Apple
10.2023 - Current
  • Habitually utilized Apple Steps of Service to consistently exceed expectations in AppleCare+ attachment with an a 86% by maintaining up-to-date on service details, steady offer rate, and balancing technical expertise with empathy.
  • Recognized for superior customer service with a 92% TMS score and a sustained streak of 30+ NPS.
  • Enhanced timely assistance by supporting multiple customers (SMC) simultaneously, reducing wait times to deliver quick, accurate, high-quality solutions.
  • Maintained mastery in Apple products, services, software, OS and third-party devices/accessories to deliver tailored recommendations based on personal, business, educational or creative needs. Thus, driving consistent store performance growth.
  • Championed adoption of new tools and procedures by swiftly integrating them into workflows and guiding the team on best practices, enhancing efficiency and alignment.
  • Achieved 58% YTD in Apple Intelligence metric, ranking top-5 in store, (surpassing Expert/Pro Team expectations, of 51%)
  • Guided a group of Specialists through tailored SMC scenarios and weekly check-ins, thus, increasing the overall confidence and practice of SMC.
  • Invested in one-on-one mentorship with a Specialist, sharing best practices and personalized approaches that supported their growth and ultimately contributed to their promotion from Specialist to Expert.
  • Coached an underperforming team member on AppleCare+ by leading weekly tailored techniques and customer-specific strategies, ultimately increasing their attachment from 0 to 100% within one quarter, thus supporting their advancement from seasonal to a permanent Specialist.
  • Collaborated with the People Team to implement recreational resources that strengthened team bonding, encouraged collaboration, and enhanced workplace culture.
  • Partnered with a peer to establish Expert/Pro Resets aligning team on current focuses, opportunities and best practices, thus fortifying communication, team building and trust.

Specialist

Apple
09.2022 - 10.2023
  • Developed deep understanding of Apple products, services and third-party solutions through continuous learning and peer collaborations to enhance customer experience.
  • Delivered excellent customer experience results, by empathically addressing concerns and tailoring solutions, thus achieving a 97% Team Member Score for quarter 3, 2023.
  • Followed Apple's steps of Service, policies and procedures to consistently maintain Top 10, amongst Experts and Pros in revenue, YTD, 2023.
  • Supported the success of other departments by flexing to the Genius Bar to support with ownership, assisted the Business Team by identifying new opportunities, and sharing best practices in the Product Zone.


Education

Associate of Science - Respiratory Therapy

Borough of Manhattan Community College
New York, NY
05-2026

Skills

  • Customer Obsession
  • Fluent Spanish
  • Product Knowledge Mastery
  • Mentorship
  • Adaptability
  • Solution Driven
  • Time Management
  • Continuous Learning

Languages

Spanish
Native or Bilingual

Timeline

Expert

Apple
10.2023 - Current

Specialist

Apple
09.2022 - 10.2023

Associate of Science - Respiratory Therapy

Borough of Manhattan Community College

Similar Profiles

CREATE PROFILE