Zaher (Alex) Muniz
Aberdeen,Maryland
Summary
Dynamic Apple retail leader with progressive experience across the Genius Bar and Shopping Experience teams. Proven ability to mentor teams, improve operational execution, and deliver exceptional customer experiences rooted in Apple’s values of inclusion, collaboration, and customer connection. Recognized for strong technical expertise, effective mentoring, conflict resolution, and driving customer loyalty through personalized support and sales engagement.
Overview
6
6
years of professional experience
Work History
Lead Genius
Apple Inc.
01.2025 - Current
- Leadership & Team Development
- Partner with store leadership to develop coaching and training initiatives that strengthen Genius Bar team members and elevate service quality.
- Mentor team members on hardware and software troubleshooting, improving team confidence, repair accuracy, and customer outcomes.
- Support team alignment on store goals, operational priorities, and customer experience expectations while addressing time-sensitive concerns and escalations.
- Deliver high-quality technical support and repair solutions with empathy, professionalism, and clear communication.
- Identify customer needs and create ownership opportunities through personalized product and service recommendations.
- Collaborate with leadership to identify recurring repair trends and escalate feedback that improves the overall customer experience.
- Support operational readiness through opening and closing procedures, cash management, overrides, and workflow coordination.
- Assist in optimizing daily team execution and customer flow in high-volume environments.
Lead ISE
Apple Inc.
01.2024 - 09.2024
- Mentored and developed team members through targeted skill-building plans in partnership with store leadership.
- Served as an early adopter and change leader for new Apple products, services, and operational initiatives.
- Helped foster a collaborative team environment by effectively resolving peer and customer conflicts.
- Identified customer journey friction points and implemented real-time operational adjustments that improved efficiency and customer satisfaction.
- Partnered with leadership to improve customer access, reduce wait times, and support fluctuating business demands.
- Managed key operational responsibilities including cash handling, opening and closing procedures, overrides, visual standards, and loss prevention support.
- Reviewed store reporting and customer feedback to provide actionable recommendations that improved team performance and customer experience.
Technical Expert
Apple Inc.
12.2020 - 01.2024
- Diagnosed and resolved Apple hardware and software issues while delivering empathetic, solution-focused customer support.
- Educated customers on Apple products, services, and purchasing options to drive customer confidence and loyalty.
- Maintained high standards of repair quality, accuracy, and efficiency in a fast-paced environment.
- Mentored team members with technical troubleshooting and escalated recurring repair concerns to leadership.
- Contributed to an inclusive and supportive team culture focused on continuous learning and operational excellence.
Technical Specialist
Apple Inc.
01.2020 - 12.2020
- Customer Support & Sales
- Assisted customers with Apple product troubleshooting, technical support, and service solutions.
- Built customer relationships through personalized recommendations and education on Apple products and services.
- Supported operational needs while consistently delivering exceptional customer experiences.
- Conducted detailed software diagnostics to troubleshoot and resolve complex customer issues.
- Documented repair processes and customer interactions to enhance knowledge sharing within the team.
Education
Bachelor of Science - Computer Engineering – Communications Track
University of Maryland, Baltimore County (UMBC)
Catonsville, MD12.2024
Associate Degree - General Engineering
Harford Community College
Churchville, MD05-2018
Skills
- Programming Languages: Python, C, C, MATLAB
- Hardware & Systems: Arduino, ESP8266 Development Board
- Developer Tools: LTSpice, PyCharm, Arduino IDE, Atmel Studio, RealTerm
- Team Leadership & Coaching
- Customer Experience Excellence
- Operational Readiness
- Conflict Resolution
- Technical Troubleshooting
- Sales & Customer Engagement
- Cross-Functional Collaboration
- Communication & Mentorship
Languages
Spanish
Native or Bilingual
Timeline
Lead Genius
Apple Inc.
01.2025 - Current
Lead ISE
Apple Inc.
01.2024 - 09.2024
Technical Expert
Apple Inc.
12.2020 - 01.2024
Technical Specialist
Apple Inc.
01.2020 - 12.2020
Bachelor of Science - Computer Engineering – Communications Track
University of Maryland, Baltimore County (UMBC)
Associate Degree - General Engineering
Harford Community College