Layla Elmenayer
Edison,NJ
Summary
A highly motivated and experienced Apple professional with 6+ years of proven success in roles including Community Specialist, Training Lead, and Lead ISE, seeking to leverage expertise in team leadership, customer engagement, and operational excellence as a Retail Lead at Apple. Consistently recognized for the ability to inspire and motivate teams to exceed performance goals, drive customer loyalty, and streamline operational workflows. Recent experience as Lead ISE demonstrated the ability to effectively strategize team work flow and improve team productivity. Eager to foster a collaborative and inclusive environment where team members are empowered to deliver exceptional customer experiences and contribute to Apple's continued success.
Overview
8
8
years of professional experience
Work History
Pro
Apple
12.2022 - Current
- Consistently exceeded sales targets while maintaining a 100 TMS score
- Expertise in Apple products and third-party solutions.
- Strong communication, problem-solving, and multitasking abilities.
- Effective cross-functional collaboration throughout Product Zone, Genius Bar, Operations, and Leadership.
- Mentored new team members, resulting in an improved performance in timely assistance and conversion.
- Excellent teamwork, interpersonal skills, and customer service skills.
Lead ISE
Apple
08.2024 - 02.2025
- Drove tangible results and fostered customer loyalty by effectively harnessing the energy and expertise of tools, products, and services, contributing to an increase in customer satisfaction scores.
- Proactively implemented efficient workflows, anticipating business needs, and ensuring optimal operational efficiency, resulting in maintaining a score of 80 and above in timely assistance.
- Demonstrated the capability to de-escalate conflicts, repair relationships, and address concerns effectively, resolving customer complaints in a timely fashion.
- Provided insightful feedback and recommendations to leadership, resulting in the prioritization of critical initiatives, and improvement in team productivity.
- Supported engagement, preparation, and implementation of strategies for the iPhone and Watch launch in 2024, contributing to a successful launch with 1,400 sold iPhone units over the course of launch weekend.
- Managed communication to the team regarding sales strategies and priorities, ensuring alignment, and effective execution.
- Addressed operational needs of the store, including opening and closing procedures, cash management, and overrides, ensuring smooth and efficient store operations.
Training Lead
Apple
07.2022 - 12.2022
- Delivered in-store core content to waves of 3-5 new hires at a time, while tailoring to different learning styles.
- Leveraged email communication to hold new hires accountable for learning journeys, to effectively communicate with leadership the progress of onboarding, as well as identifying opportunities.
Expert
Apple
10.2021 - 07.2022
- Effective written and verbal communication abilities, including the comfort level of working with small groups and individual customers.
- Skilled in identifying customer needs and delivering insightful solutions.
- Proficient in utilizing consultative selling techniques to optimize business opportunities and effectively communicate pricing and service strategies.
- Ability to provide client insights and awareness regarding customer needs, coupled with consultative selling skills to enhance business opportunities.
- Proven ability to collaborate with all departments to foster a cohesive sales team, thereby increasing product sales.
Community Specialist
Apple Channel Retail
05.2021 - 01.2022
- Collaborate with Partner Doors to foster advocacy and enhance business and customer experiences.
- Provide comprehensive product knowledge and enhance customer service skills to Partner Doors.
- Regularly report feedback on merchandise, inventory, and sales to Corporate on a weekly basis.
- Analyze sales performance in Partner Doors and consistently exceed sales goals from August 2021 to January 2022.
- Conduct onboarding training for Partner Door employees on Apple products and services.
- Participate in NPI initiatives by sharing field insights and experiences with Corporate.
Team Lead
LogistiCare
05.2018 - 06.2019
- Documented and resolved customer concerns and complaints, adhering to HIPAA regulations.
- Collaborated with various departments to address unresolved customer grievances requiring further investigation.
- Provided frontline leadership, monitoring and facilitating the skills and call handling of a team of 15-20 individuals across different queues.
- Reported team progress by calculating average call volumes on daily basis for prior day.
- Coached team members on quality assurance, escalations during supervisor and customer calls, as well as, provided corrective actions to enhance performance metrics.
- Ensured that team members adhered to daily average calls, talk times, and attendance policies.
Education
Bachelors - Business Marketing
University of Massachusetts Global
Skills
- 10 years customer service experience
- Action Oriented
- Customer Focused
- Proficient in Microsoft Excel, PowerPoint, Word, Pages, Keynote and Numbers
- Proactive Learner
- Strong Communication skills
- Multitasker
Timeline
Lead ISE
Apple
08.2024 - 02.2025
Pro
Apple
12.2022 - Current
Training Lead
Apple
07.2022 - 12.2022
Expert
Apple
10.2021 - 07.2022
Community Specialist
Apple Channel Retail
05.2021 - 01.2022
Team Lead
LogistiCare
05.2018 - 06.2019
Bachelors - Business Marketing
University of Massachusetts Global