Orion Stephens

As a Genius at Apple, I excel in providing expert technical support and guidance to customers, prioritizing exceptional service and efficient problem resolution. My responsibilities include:

• Diagnosing and resolving product issues, ensuring timely resolutions and optimal customer experiences.
• Mentoring and upskilling team members in technical proficiencies and customer relations.
• Consistently surpassing Genius Bar performance metrics, including session delivery, quality, and customer satisfaction.
• Navigating diverse customer needs, from repairs to new device purchases.
• Performing hands-on repairs for Mac desktops, Macbook's and iPhone devices with precision.

In my People Operations Planner experience, I played a pivotal role in creating an engaging work environment and supporting HR processes. My role encompassed:

• Managing timecard accuracy and attendance reports, ensuring compliance with company policies and regulations.
• Effectively organizing and maintaining meetings, interviews, and store events on the store manager's calendar, ensuring seamless coordination.
• Coordinating both internal and external hiring processes, contributing to the acquisition of top talent.
• Providing crucial support in organizing store meetings and events, enhancing team collaboration and engagement.
• Actively participating in wellness and volunteer initiatives, promoting employee well-being and community engagement.

As a Technical Expert at Apple, I harnessed my deep troubleshooting skills to foster customer enthusiasm within the Apple ecosystem, with a particular focus on iPhones. My responsibilities include:

• Diagnosing complex issues and providing expert guidance on repair or upgrade choices, ensuring customer satisfaction and device functionality.
• Performing hands-on repairs of iPhones, and conducting software-related troubleshooting on other Apple devices, including iOS devices, Apple Watch, Beats, and AirPort.
• Mentoring and educating Technical Specialists on the latest updates and technology, contributing to the team's technical prowess and knowledge base.
• Demonstrating empathy when technology did not meet customer expectations and effectively communicating technical problems in a manner comprehensible to customers.

As the Customer Service Manager at Walmart, I excelled in delivering exceptional front-end operations and fostering team development. My role encompassed:

• Addressing front-end issues promptly and providing effective solutions, ensuring a seamless shopping experience for customers.
• Offering mentorship and guidance to colleagues, actively contributing to their professional development and growth.
• Coordinating associates' schedules to ensure appropriate break and lunch coverage, optimizing front-end efficiency.
• Ensuring financial accuracy through cash register till preparation and audits.