Louie Amezquita

Improved usage of Connect and Personalize by coaching interactions so that it is used in every interaction. Delivered feedback through follow up conversations immediately after interactions and followed up to validate usage.

Collaborated with Pros and Experts to shadow phone interactions and be available to specialists for support in phone activations. This increased device activation and offered AppleCare+

Directly worked with Leadership to support new one to few focus and zoning strategies. Shadowed interactions and demonstrated one to few practices with specialists to increase understanding and improve customer perceived wait time and NPS.

Collaborated with other Leads to drive focuses every hour that would support the customer journey. These focuses are zoning, shadowing OnPoint and Avenues. This insures our team is supported in all areas.

Facilitated Learn Rehearse Review training for three new Creatives to prepare them to facilitate customer sessions. Delivered feedback to the Creatives and partnered with Russel while in his Forum AOR to maintain an above 90 percent NPS for the team. I focused on increasing Average Attendance over the last two quarters by observing Genius Bar appointments and delivering feedback around language used when speaking about sessions as well as awareness of sessions that were happening that day to invite customers waiting for an an appointment or finishing an appointment. In partnership with the forum team I focused on driving same day sign ups to increase the average attendance. Bringing awareness to an upcoming session in areas like on point, and set up as well as educating Specialists where to find sessions in concierge and coached interactions to share sessions. The last quarter we ended with an average attendance of 3.0 from the previous quarters 2.6. We also increased our sessions delivered to 90% Delivering positive specific feedback and celebrating the team was also important to help motivate and inspire.

I was responsible for troubleshooting customer devices and software and repairing relationships. I facilitated tech specialist training for the 4 stores in my market totaling 30 specialists, as well as managers and business pros. I also facilitated genius training in my store. Our stores Genius Bar NPS during the quarter I supported training increased from 56 percent to 86 percent.

In this experience I was responsible for training new employees from Specialists and flexible work employees, up to and including new managers for the market in the Core program. Using Apple created material I directly taught Apple steps of service, facilitated groups of 20 to 40 employees and trained support facilitators. This was initially a six month experience that expanded into a one year mentor experience where I trained new trainers to teach Core in the market using my best practices and techniques. Other responsibilities include making shadow schedules for all new employees, communicating with leadership in meetings to share progress and be updated of new Core groups. I was asked through NSO to travel to Sacramento to train the forum team at that store on using their new Video Wall as well as AV equipmemt.