Sarah Marcotte
Omaha,NE
Summary
I am a sophomore at the University of Nebraska at Omaha with a 4.0 GPA, balancing academic work with administrative at Apple and research in a positive psychology lab. Through both research and real-world experience, I have become interested in how people think, learn, and make decisions within structured systems. Whether supporting customers through complex issues or working with students in a research setting, I’ve developed strong communication, problem-solving, and analytical skills. I am particularly drawn to law because it sits at the intersection of human behavior and structured reasoning. Over time, I’ve come to see how many challenges individuals face are shaped by broader systemic factors, and I am interested in becoming a public defender in order to work within the legal system to address those issues directly. I hope to contribute to a more equitable system by advocating for individuals while remaining grounded in careful reasoning and fairness.
Overview
8
8
years of professional experience
Work History
Genius Administrator
Apple Inc.
10.2022 - Current
- Developed and maintained excellent phone etiquette while managing high-volume inbound calls and customer inquiries.
- Scheduled, coordinated, and optimized appointments for the Genius Bar, ensuring efficient service flow and minimal wait times.
- Triaged customer concerns by identifying issues and directing them to appropriate repair or technical support services.
- Supported customers through the repair process by providing clear expectations, updates, and follow-up communication.
- Acted as a liaison between customers, technicians, and leadership to ensure timely and accurate resolution of issues.
- Managed service queues and appointment systems to balance customer demand with technician availability.
- Resolved customer concerns with professionalism and empathy, contributing to a positive service experience.
- Maintained accurate documentation of customer interactions, repairs, and service outcomes within internal systems.
In-Store Lead Experience
Apple Inc.
09.2022 - 01.2023
- Led daily floor operations by directing team priorities, managing coverage, and ensuring a seamless customer experience
- Acted as a point of contact for escalated customer concerns, resolving complex issues with professionalism and sound judgment
- Coached and supported team members in real time, providing feedback to improve performance and customer interactions
- Partnered with leadership to execute store goals, including sales initiatives, service metrics, and operational priorities
- Monitored store traffic and adjusted staffing or task allocation to maintain efficiency during high-volume periods
- Facilitated clear communication between departments (Sales, Operations, Genius Bar) to ensure alignment and workflow consistency
Operations Specialist
Apple Inc.
10.2019 - 10.2022
- Maintained accurate inventory records through cycle counts, audits, and system updates to ensure stock integrity.
- Collaborated with sales and leadership teams to ensure timely product availability and optimal floor replenishment.
- Executed efficient stockroom organization strategies to improve accessibility and workflow efficiency.
- Supported product launches and high-traffic events by coordinating inventory distribution and restocking.
- Utilized internal systems to track inventory movement, identify discrepancies, and resolve stock issues.
- Contributed to a seamless customer experience by supporting operational readiness and product availability.
Specialist
Apple Inc.
09.2018 - 10.2019
- Provided guidance for advice, sale, and set up of guests new and existing products within Apple ecosystem.
- First point of contact for customers that entered the store.
- Engaged in training sessions to develop knowledge of Apple products and services.
Education
Bachelor of Science - Psychology
University of Nebraska At Omaha
Omaha, NE04.2026
Skills
- Critical analysis and argumentative reasoning
- Interpretation of empirical research and statistical data
- Professional communication and client-facing problem-solving
- Leadership and decision-making in high-pressure environments
- Attention to detail and structured organization
Research Experience
Positive Psychology, Arts & Humanities Lab – University of Nebraska at Omaha
- Conducted research on strengths-based interventions in elementary-aged students, focusing on the development of “Love of Learning”
- Contributed to study design and implementation, including development of post-test measures to assess student comprehension
- Collected data in a classroom setting and ensured adherence to research procedures
- Synthesized scholarly literature to support the study’s theoretical framework
- Collaborated with a research team to interpret findings and evaluate outcomes
- Presented research findings at a university research fair, translating complex ideas for diverse audiences
Timeline
Genius Administrator
Apple Inc.
10.2022 - Current
In-Store Lead Experience
Apple Inc.
09.2022 - 01.2023
Operations Specialist
Apple Inc.
10.2019 - 10.2022
Specialist
Apple Inc.
09.2018 - 10.2019
Bachelor of Science - Psychology
University of Nebraska At Omaha