Brittany A. Rubio
Austin,TX
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
Lead
Apple
03.2022 - Current
- Design and implement training programs to enhance customer experience, boost brand loyalty, and reinforce product knowledge, consistently exceeding performance expectations and achieving top market ratings
- Lead store productivity initiative, resulting in a 5% increase in sales team productivity and improved Genius Bar access and session delivery year-over-year
- Serve as a Subject Matter Expert in initiatives supporting corporate iOS activations and retail tool development
- Managed business needs with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
Genius
Apple
07.2019 - 03.2022
- Developed instructor-led training programs that optimized hardware repair strategies and software troubleshooting by implementing automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team, resulting in a 20% improvement in Same Unit Repair completion
- Guided a team of experienced technicians to effectively onboard new technicians, increasing Employee Satisfaction scores by 15%, Contributed to a 25% increase in Net Promoter Score.
- Advanced client understanding of product capabilities by crafting clear and concise issue resolution, fostering increased adoption rates and overall customer satisfaction.
Change Management Project Manager - CE
Apple
06.2021 - 11.2021
- Developed eLearning curricula for new software rollout, resulting in a 15% increase in Case Closure rates after launch
- Collaborated with Subject Matter Experts, Global Learning team, and Apple University to ensure all module releases and updates were processed ahead of deadlines, facilitating efficient localization and launch
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business needs and growth.
- Strengthened relationships with key stakeholders and cross-functional teams globally to enhance case management and escalation processes
- Developed comprehensive project plans with clear timelines, milestones, ensuring timely delivery of high-quality results.
Senior Advisor (Tier 2) - CE
Apple
03.2020 - 03.2021
- Enhanced team productivity of Tier 1 iOS and Mac+ advisors by increasing workflow proficiency and technical knowledge, leading to a 92% case closure rate for escalated issues
- Managed complex customer cases, efficiently resolving technical issues within strict time constraints, achieving a call handle time of 20 minutes for iOS and 25 minutes for macOS, exceeding KPI for case handle time
- Maintained a high Customer Satisfaction Score of 95% across both iOS and macOS support interactions
- Served as a liaison between customers and engineering teams, facilitating effective communication and swift problem resolution.
Lead - CE
Apple
01.2020 - 05.2020
- Identified training opportunities, developed comprehensive programs for retail team integration into AHA and RCC teams, achieving 94% team member participation during the peak of the pandemic
- Created and facilitated technical training for non-technical teams to enhance operational readiness, contributing to a 93% Customer Satisfaction score across all teams participating
- Led iOS transfer pilot training and integration for Houston Metro Market, created source of truth document that was utilized MKT 4 AMR rollout and EMEIA
Technical Expert
Apple
02.2018 - 07.2019
Technical Specialist
Apple
09.2013 - 02.2018
Education
Bachelor of Science - Supply Chain And Operations Management
Western Governors University
Salt Lake City, UT01.2026
Skills
- Optimistic Mindset
- Cross-Functional Teamwork
- Strategic Issue Resolution
- Employee Performance Oversight
Timeline
Lead
Apple
03.2022 - Current
Change Management Project Manager - CE
Apple
06.2021 - 11.2021
Senior Advisor (Tier 2) - CE
Apple
03.2020 - 03.2021
Lead - CE
Apple
01.2020 - 05.2020
Genius
Apple
07.2019 - 03.2022
Technical Expert
Apple
02.2018 - 07.2019
Technical Specialist
Apple
09.2013 - 02.2018
Bachelor of Science - Supply Chain And Operations Management
Western Governors University
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