Trinity Lewis

• Completed interview prep for team members, developed people skills, and helped support an integral environment.
• Onboarded new team members by facilitating group training on company procedures, ethics, and job requirements.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Took on additional job duties during unexpected backlog, I took on Pre-Session diagnostics per (Apple Corporate guidelines) to assist more customers with shorter session durations. 57.6% in customers were positively impacted in just one week.
• Supported Express Genius Bar appointments initiative per (Apple Corporate guidelines) and exceeded the marks projections based on location.
• Created visual aide using (Keynote/Pages) to help (All) team members how to book, justify, and re-quote Express appointments and initiate Pre-Session diagnostics.
• Audited Schedule Manager and assigned team members based on skill and knowledge to support velocity and customer needs.
• Under my leadership our Genius Bar reached #1 in our market team out of 27 stores for customer engagement and results.

Managed customers' expectations of support and technology functionality in order to provide positive user experience.

• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Implemented process improvements to smooth development cycle and increase collaboration.
• Wrote training manuals for [Part/Full time] employees and [Technical Specialist/Expert] positions according to strict company guidelines and compliance protocols.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
• Unlocked role of Technical Expert by leading our Genius Bar in 80% AppleCare + (effective probing and recommendations), 80% Connected devices, and over 14 business intros/leads month to date.

• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Served customers in friendly, efficient manner following outlined APPLE steps of service.

Delivered approximately 7 Sessions per hour by multitasking and collaborating with other technicians.

• Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
• Interpreted clients' needs and introduced services to fit specific requirements
• Developed and implemented systems to track customer feedback and satisfaction
• Assisted approximately 50 customers per day with ratio of 140% AppleCare +