Laura Shalda
Austin,Texas
Summary
Dynamic leader with over 21 years of experience at Apple, excelling in online sales, retail, and management. Proven track record in developing high-performing teams, driving customer satisfaction, and delivering exceptional business results. Recognized for implementing innovative solutions that enhance revenue, streamline processes, and elevate the overall Apple customer experience. Expertise in creating and executing strategic communication plans, leveraging media relations and content creation to boost brand awareness and engagement, along with a strong history of effective crisis communication and stakeholder management.
Overview
22
22
years of professional experience
Work History
Business Planning and Communications Manager Rotation
Apple Inc.
01.2025 - Current
- Worked cross-functionally to deliver engagement assets that drove traffic to various communication platforms.
- Regularly created and updated content for communication campaigns across all Retail Customer Care channels.
Sales Chat Leader
Apple Inc.
01.2024 - Current
- Lead sales chat teams to deliver seamless online experiences that drive customer satisfaction and conversion.
- Partner cross-functionally to implement sales strategies that align with business goals.
SMB Sales Leader
Apple Inc.
01.2021 - 01.2024
- Directed sales teams supporting small and medium-sized businesses, consistently exceeding revenue targets.
- Developed and deployed strategic initiatives that increased client satisfaction and repeat business.
- Mentored emerging leaders, improving leadership bench strength across the organization.
Senior Customer Service Leader, RCC
Apple Inc.
01.2018 - 01.2021
- Managed customer service operations across Mexico, Brazil, and the U.S., improving satisfaction and loyalty.
- Created and delivered quarterly business reviews for executives, influencing key business decisions.
Customer Service Leader, RCC
Apple Inc.
01.2011 - 01.2018
- Led customer service teams across Mexico, and the U.S., with a focus on satisfaction and loyalty.
- Organized quarterly reviews and developed improvement strategies for business partners.
- Monitored customer behavior and service patterns to optimize queue structures, resulting in improved issue resolution efficiency.
AOS Coach
Apple Inc.
01.2008 - 01.2011
- Trained and coached frontline sales and service employees to improve quality and customer experience.
- Designed and launched the global quality assessment framework used for worldwide coaching and training.
AOS Payment / Email / Order Administration
Apple Inc.
01.2004 - 01.2008
- Managed provider groups supporting financial transactions, billing inquiries, returns, and order resolutions.
- Ensured seamless customer order experiences by reducing processing errors and increasing turnaround speed.
Education
B.S. - Communication Studies (Corporate Communications)
University of Texas at Austin
01.2004
Skills
- Bilingual: English & Spanish
- Leadership Development & Coaching
- Sales & Customer Experience Strategy
- Conflict Resolution & Employee Relations
- Process Improvement & Data Analysis
- Time Management & Organizational Excellence
- Internal communications
- Content development
- Brand messaging
Websites
Languages
English
Spanish
Timeline
Business Planning and Communications Manager Rotation
Apple Inc.
01.2025 - Current
Sales Chat Leader
Apple Inc.
01.2024 - Current
SMB Sales Leader
Apple Inc.
01.2021 - 01.2024
Senior Customer Service Leader, RCC
Apple Inc.
01.2018 - 01.2021
Customer Service Leader, RCC
Apple Inc.
01.2011 - 01.2018
AOS Coach
Apple Inc.
01.2008 - 01.2011
AOS Payment / Email / Order Administration
Apple Inc.
01.2004 - 01.2008
B.S. - Communication Studies (Corporate Communications)
University of Texas at Austin