Summary
Overview
Work History
Education
Skills
References
Timeline
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Shannon Dojs

Shannon Dojs

Houston,TX

Summary

Seeking a challenging position within a global company where I can utilize my leadership experience, critical thinking skills and logistical knowledge

Overview

10
10
years of professional experience

Work History

LEAD Genius

Apple
05.2021 - 07.2023
  • Delegated daily tasks to team members to optimize group productivity.
  • Monitored team progress and enforced deadlines.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Integrated process improvements to increase overall workflow.
  • Documented production levels, materials used and special incidents to keep management informed of daily activities.
  • Developed and implemented policies, procedures and process improvement initiatives to improve overall goals and increase customer satisfaction.
  • Played a strategic role in crafting meaningful experiences both for customers and employees and who embody a whole store mindset.
  • Inform and energize our teams to do their best work and contribute to operational excellence.
  • Deliver exceptional customer experiences by building a human connection while delivering same-day help and timely repairs.
  • Assist the leadership team with day-to-day responsibilities and ensure operational readiness and sustainability of the Genius Bar and Repair Room.
  • Organized people and workflows at the Genius Bar to maintain the customer experience.
  • Leveraged Leaderboard and GBI to enhance and inspire our team
  • Investigate customer concerns and empower team members to find appropriate solutions
  • Provided feedback and recognition based on observed behaviors to exceed goals set each day
  • Identify and recommend daily staffing, scheduling, and zoning changes
  • Able to adjust team coverage on the fly to meet traffic demands.
  • Facilitated Daily Downloads using approved materials and direction from leadership
  • Responsible for safety and security of team members when managers are not present
  • Respond to customer escalations and inquiries, and seeks partnership when needed to resolve
  • Open and close the store, which includes executing all tasks necessary to prepare the store environment for customers including cash handling responsibilities (where applicable)
  • Delivers feedback to Geniuses based on observing Genius Bar sessions and reviewing Genius Room repairs and NetPromoter information
  • Addresses customer service escalations and works with management to ensure that all escalations are addressed as quickly as possible
  • Partners with the Store Leader and Schedule Planner to ensure that the store is properly staffed

Interim Manager

Apple
Houston, TX
03.2022 - 10.2022
  • Proven ability to drive amazing customer experiences — and results — through team development.
  • Experience with diplomatically managing multiple commitments to customers, staff, and operations.
  • Ability to adapt to challenges while remaining calm in a constantly changing retail environment.
  • Collaboration with peers to care for our team, our customers and our selves
  • Coached to the whole person and not results
  • Inspiring our team to create ownership opportunities for customers on the sales floor.
  • Guided talent that provides technical support and training, while working in partnership with the business team.
  • Actively built our teams - hiring, training, and developing team members in all these disciplines and more.

Pro

Apple
Sugar Land, TX
03.2018 - 05.2021
  • Demonstrated proficiency in technology, particularly Apple products, and the ability to quickly learn about new products.
  • Proven experience in sales and technology solutions, as well as in developing customer loyalty.
  • Ability to consistently deliver great customer experiences — no matter what the situation.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Capture operational records as required.
  • Knowledge of how businesses use technology and what Apple solutions can offer them.
  • Comfort using the phone to interact with customers and to position business solutions.
  • Ability to facilitate business experiences through in-store briefings, workshops, and events.

Expert

Apple
Sugar Land, TX
09.2013 - 05.2014
  • Drive sales by designing complete solutions with Apple and complementary products and services
  • Demonstrate and advise how customers can integrate technology into their homes and scale solutions across small to medium sized businesses and educational institutions
  • Leverage a deep passion for technology to become the go-to resource across the store for our Hardware, Software, and
  • Identify emerging technology and consumer trends and how the team can leverage those insights to develop new sales opportunities
  • Sustain technology industry knowledge and macro-movements within verticals to anticipate how technology can be utilized
  • Maintain expertise in all Apple products and services (in-store and online), our ecosystem, and many third-party products to present complete solutions
  • An early adopter and change agent for new products, services, and company initiatives.

Education

Bachelor of Science - Microbiology

University of Houston - Downtown
Houston, TX
07.2019

Skills

  • Effective Cross-Functional Communicator
  • Solution Oriented Professional
  • Performance Tracking and Evaluation
  • Skilled Teamwork and Collaboration
  • Documentation and Reporting
  • High Achiever
  • Team Building
  • Staff Training
  • Project Planning
  • Employee Development
  • Technical Proficiency
  • Problem Resolution
  • Calm Under Pressure
  • Computer Skills
  • Business Analysis and Reporting
  • SAS - CRM, Kronos, Merlin, Repair Central Platform

References

References available upon,

Timeline

Interim Manager

Apple
03.2022 - 10.2022

LEAD Genius

Apple
05.2021 - 07.2023

Pro

Apple
03.2018 - 05.2021

Expert

Apple
09.2013 - 05.2014

Bachelor of Science - Microbiology

University of Houston - Downtown

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Shannon Dojs