Maurece Roach

• Operate as Technical Expert, performing tasks akin to Technical Specialist including troubleshooting, realigning expectations regarding repair journeys, scheduling and inventory allocation.
• Ensured timely repairs of modular devices to enhance service efficiency.
  Provided customers with comprehensive information on upgrade and trade-in options. Emphasized creating outlets for new relationships with the Apple business team.
• Onboarded new team members, fostering a collaborative work environment.
  Highlighted workflows and service protocols to ensure efficiency and consistency.

• All three businesses are were grown under the same ownership, I was hired on at Flying Horse Cafe and got the opportunity to be instrumental in the opening and growth Two Wings and Dough! Pizza Co.
• Transitioned from Barista to full-time Shift Leader, overseeing team operations.
  Conducted interviews and onboarded new employees by outlining expectations and responsibilities.
• Facilitated event coordination, preparation, and staff scheduling as catering capacity expanded
• Supported growth of new businesses by revamping workflows and menu offerings.
  
• Played a key role in conceptualizing and executing event transformations.
  Developed advertising strategies to effectively showcase business expansions.
  Contributed to overall branding efforts for enhanced market presence.

I'm an accomplished and proficient editor and videographer of several years. I've shot and edited footage for events such as local concerts, shows, art shows, video journalism projects, music videos, wedding proposals, and social media content creation. I'm familiar with meeting deadlines and performing to client expectations, which can often change on short notice. Taking creative initiative in order to create a professional-grade final product.

I've had the opportunity and pleasure to work for clients such as:

• The Dallas Observer
• Toyota of Plano
• Central Track
• Thomas Hoebar/Glasshouse Studios
• Dr. Febe Oro-Castillo Oncology

Current and most significant long-term project: I'm the content and brand manager for Strength Society Private Gym, 2019 - Present.

• long- and short-form video content, shooting, editing and scheduling
• Merch creation and management.
• Visual and Advertisement Direction
• Intermittent personal/class training sessions.

As Technical Specialist my job is to troubleshoot issues within Apple devices and Apple Operating System. The most significant part of the role is aligning with customers and often resetting expectations around repairs.

My responsibilities include

• Gaining and exhibiting knowledge in ability to navigate/utilize two-three work systems designed for Technical Specialist role.
• Properly diagnose device and software issues, recommend troubleshooting solutions and prepare customers for repair journey
• Outline optimal steps for future repairs while educating customers on preparation for upcoming service visits, including coverage and warranty details

Some of my successes in this role include a significant improvement in session duration, a metric used to measure efficiency, timeliness, ability to multitask and a 100% NPS score, a metric used to measure customer feedback and experience rating. From quarter to quarter I've netted a perfect NPS rating as well as score of positive customer comments based on the experience I provided.