NICHOLAS CIFELLI
Lake Grove,NY
Summary
Results-driven hospitality and operations leader with over 10 years of experience in guiding customer-focused teams and delivering exceptional service. Expertise in training and developing staff, resolving complex customer issues, and coordinating events while maintaining high operational standards. Combines strong leadership skills with a focus on customer experience and adaptability to evolving business needs.
Overview
2027
2027
years of professional experience
Work History
Catering Manager
Captain Bill's
Bay Shore, NY
01.2025 - Current
- Lead catering and event operations while ensuring an exceptional guest experience from initial planning through event completion.
- Coordinate event details, team execution, guest needs, and operational priorities in a fast-paced hospitality environment.
- Build relationships with guests and clients to understand expectations and deliver personalized service.
- Supported team members through clear communication and coaching to enhance service delivery.
- Managed competing priorities while ensuring service standards and attention to detail.
- Contributed to event promotion and guest engagement initiatives to drive business development.
Technical Expert / Genius
Apple
New York & Florida
01.2015 - 01.2025
- Delivered exceptional customer service and technical support in high-volume retail environments, ensuring high-quality standards and positive customer experiences.
- Delivered exceptional customer service and technical support in high-volume retail environments while maintaining rigorous standards for quality and customer experience.
- Coached team members by addressing concerns, sharing knowledge, and providing constructive feedback to enhance team capabilities.
- Built strong customer relationships by listening, identifying needs, and creating solutions tailored to individual circumstances.
- Supported and coached team members by addressing concerns, sharing knowledge, and providing constructive feedback.
- Adapted communication and coaching approaches to accommodate different learning styles and experience levels.
- Helped onboard and develop new employees through in-store training and mentorship.
- Demonstrated organized decision-making and effective communication during high-pressure situations, contributing to team stability and customer satisfaction.
AppleCare Home Advisor
Apple
Remote
2020 - 2021
- Troubleshot customer issues remotely, upholding empathy and professionalism in every interaction.
- Applied creative problem-solving to offer practical solutions for customers unable to visit physical stores.
- Delivered remote technical support to customers during COVID-19, ensuring access to essential services.
Sales Specialist / Family Room Specialist / Technical Specialist
Apple
Florida
01.2015 - 01.2019
- Delivered customer-focused product guidance and technical assistance, facilitating diagnostics, repair check-ins, and replacement support.
- Collaborated with team members to enhance store performance and ensure successful product launches and merchandising standards.
- Progressed through multiple roles by consistently showcasing exceptional customer service, technical expertise, and teamwork.
Education
High School Diploma -
EAST ISLIP HIGH SCHOOL
East Islip, NYAssociate of Arts -
Suffolk County Community College
Selden, NYSkills
- Guest Relations
- Customer Experience
- Operations
- Team Leadership
- Employee Development
- Coaching & Mentoring
- Training
- Client Communication
- Problem Solving
- Conflict Resolution
- Organization
- Time Management
- Event Logistics
SELECTED LEADERSHIP EXPERIENCE
- Lead In-Store Trainer — onboarded new hires, collaborated with People leadership, and supported required training and product knowledge development.
- People Operations Planner Support — assisted with Gratitude Events and awareness/cultural heritage initiatives; prepared content and presentation materials and supported People and Store Leaders.
Personal Information
Title: HOSPITALITY & OPERATIONS MANAGER
Timeline
Catering Manager
Captain Bill's
01.2025 - Current
Technical Expert / Genius
Apple
01.2015 - 01.2025
Sales Specialist / Family Room Specialist / Technical Specialist
Apple
01.2015 - 01.2019
AppleCare Home Advisor
Apple
2020 - 2021
High School Diploma -
EAST ISLIP HIGH SCHOOL
Associate of Arts -
Suffolk County Community College