Derrick Bowles
Dallas,GA
Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in product issues with dedication to increasing productivity through close analysis of tasks. Proven history of increasing customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Genius/Technical Advisor
Apple, Inc.
Atlanta, GA
06.2016 - Current
- Delivered technical support to thousands with a customer satisfaction rate of 85% overall and striving to always improve
- Provided guidance and feedback to teammates in technical support, sales, customer service, and device repairs
- Implemented dozens of new procedures to improve the customer experience, providing feedback and direction to the team
- Drove Genius Bar revenue increase by setting and meeting personal sales goals and by coaching/mentoring others in the Bar on how to increase their sales
- Led the launch of support for the Apple Vision Pro by taking the first Apple Vision Pro Genius Bar appointment and sharing knowledge and best practices with other Geniuses.
Product Manager (Temporary work assignment)
Apple, Inc.
Atlanta, GA
06.2021 - 11.2021
- Created new collaboration methods to centralize information and documents, drastically improving information sharing
- Ran cross-functional meetings with stakeholders from multiple teams, narrowing down vision and scope, defining requirements, and drafting user stories
- Managed two internal apps with a 60,000-employee user base - one for communications and another for training
- Training Project - reduced Jira backlog bloat from over 475 stories to 72, an 85% reduction in two months
- Resolved 6-month delay and planned detailed 1-year roadmap with attainable, measurable milestones and requirements, and presented roadmaps and product scope to senior-level management in multiple formal settings
- Comms Project - implemented an all-new content authoring backend, enabling greater creativity for authors and hundreds of new data collection points for product owners, creating a better user experience for both authors and end-users
- Led complete re-launch and re-design of comms app, including new user interface and implementation of machine learning for search functions.
Genius Administrator
Apple, Inc.
Atlanta, GA
08.2014 - 06.2016
- Oversaw busiest repair room in the southeastern US, assigning technicians, managing parts inventory and consumables budget, handling customer communication, and providing feedback and direction to repair technicians
- Reviewed thousands of repairs for accuracy, quality, and correctness
- Resolved systematic issues with repairs, reconciled inventory discrepancies, and handled customer escalations
- Worked closely with inventory management team to ensure that repair inventory was accurate and accounted for daily.
Education
Bachelor of Business Administration - Economics
KENNESAW STATE UNIVERSITY
Kennesaw, GA05.2022
Skills
- Jira
- Confluence
- Customer Service
- Project Management
- Data-driven decision making
- Cross-Functional Communication
- Training and mentoring
- Software Development
- Multitasking
- Self Motivation
Certification
- Google Data Analytics Professional Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridLanguages
English
Native language
Software
IOS
MacOS
Windows 11
Jira
Confluence
Timeline
Product Manager (Temporary work assignment)
Apple, Inc.
06.2021 - 11.2021
Genius/Technical Advisor
Apple, Inc.
06.2016 - Current
Genius Administrator
Apple, Inc.
08.2014 - 06.2016
Bachelor of Business Administration - Economics
KENNESAW STATE UNIVERSITY