Troy N. Smith
Oakland,CA
Overview
7
7
years of professional experience
Work History
Lead Operations Coordinator
Securitas (Okta)
12.2024 - Current
- Lead daily operations for a client facing security team supporting Okta, acting as a primary point of contact across employees, contractors, and stakeholders
- Build strong working relationships through frequent communication via Slack and Zoom, resolving access, credentialing, and operational requests efficiently
- Identify and address operational gaps by evaluating employee and contractor access needs, ensuring timely solutions and a positive onsite experience
- Maintain accurate documentation and reporting, demonstrating attention to detail and accountability in a fast paced environment
Product Lifestyle Lead
Nike
01.2023 - 12.2024
- Conduct regular performance assessments, providing constructive feedback and coaching to enhance individual and team performance
- Oversaw and manage the performance of 15 employees for day to day interactions with customers
- Lead the design and implementation of visually appealing and customer-centric displays for new product launches, enhancing the overall in-store experience and contributing to increased sales conversion rates
- Spearhead successful launches for new Nike products, overseeing end to end coordination from inventory management to in store presentation
Technical Specialist
Apple
08.2021 - 01.2023
- Exhibit unparalleled technical proficiency in troubleshooting and resolving software and hardware issues across Apple's diverse product line
- Proactively engage customers, anticipating their concerns, and providing solutions that exceed expectations, resulting in consistently positive customer feedback
- Apply advanced de-escalation techniques with finesse, maintaining a professional and composed demeanor during high pressure interactions
- Implement effective solutions that go beyond immediate problem resolution, preventing future issues and enhancing overall customer satisfaction
Visual Athlete
Nike
08.2018 - 08.2020
- Demonstrate a keen ability to upsell by identifying and recommending complementary products, resulting in increased sales revenue
- Train and onboard new "Rookies", ensuring they are equipped with the knowledge and skills to deliver exceptional customer service
- Plan and execute daily ream huddles, fostering a collaborative environment and ensuring all team members are informed and motivated
- Collaborate with team members to optimize inventory and effectively meet customer needs during peak seasonal periods
Education
Bachelor of Arts - Film And Media Studies
San Francisco State University
San Francisco, CA06-2028
Associate of Science - Communications
Merritt College
Oakland05-2025
High School Diploma -
Oakland Technical High School
Oakland06-2013
Timeline
Lead Operations Coordinator
Securitas (Okta)
12.2024 - Current
Product Lifestyle Lead
Nike
01.2023 - 12.2024
Technical Specialist
Apple
08.2021 - 01.2023
Visual Athlete
Nike
08.2018 - 08.2020
Bachelor of Arts - Film And Media Studies
San Francisco State University
Associate of Science - Communications
Merritt College
High School Diploma -
Oakland Technical High School