Genius (Apple Certified Technician) - Albion Computer – iStore - Strand - London, UK
(2025-10)
- Repair Execution: Performing precise, component-level repairs on MacBooks, iPhones, iPad, Airpods and all Apple environment. Repairing components including but not limited to logic board, display, battery replacements. Adhering strictly to Apple's repair and safety protocols and standards of excellence. Recognised for delivering solutions in high-paced environments and exceeding KPIs.
- Translating complex technical issues into easy-to-understand solutions, empowering clients to maximize the performance and longevity of their device
- Lead technical support and troubleshooting for Apple products, ensuring high customer satisfaction.
Sales, People Training, VIP Customer Services - Harrods, Electronics – APPLE - London, UK
(2025-08 - 2025-10)
- Delivered product demonstrations and customer onboarding, enhancing engagement and driving sales, VIP consultant for Harrods and VIP Customers (6th Floor).
- Supported business sales and introduced AppleCare and AppleCare Enterprise solutions to corporate clients.
Genius (Genius Bar) - Apple UK Retail – Covent Garden - London, UK
(2021-08 - 2025-07)
- Lead technical support and troubleshooting for Apple products, ensuring high customer satisfaction.
- Managed team operations (Genius Admin) to meet business demand, including business introductions and capturing new business opportunities.
- Coached and developed Sales (Product Zone) and Genius Bar (Technical Support and Repairs) team members to achieve internal goals and performance targets.
- Recognised for delivering solutions in high-pressure environments and exceeding KPIs.
- Delivered empathetic, one-on-one technical support and consultation at the Genius Bar, consistently maintaining a customer satisfaction (CSAT) score of over 95%.
- Translated complex technical issues into easy-to-understand solutions, empowering clients to maximize the performance and longevity of their device.
Technical Expert (Genius Bar) - Apple UK Retail – Genius Bar (Brent Cross) - London, UK
(2018-06 - 2021-08)
- Delivered expert technical support, diagnostics, and repairs for Apple devices.
- Educated customers on product functionality and best practices.
- Achieved consistently high customer satisfaction scores.
Specialist (Product Zone) - Apple UK Retail – Brent Cross - London, UK
(2017-10 - 2018-06)
- Supported business sales and introduced AppleCare and AppleCare Enterprise solutions to corporate clients.
- Managed stock levels, restocking, and conducted regular inventory counts to maintain operational excellence.
- Delivered product demonstrations and customer onboarding, enhancing engagement and driving sales.
Supervisor/Assistant Manager - L'Oréal UK – Kiehl's - Stratford & Brent Cross, UK
(2016-05 - 2017-10)
- Managed day-to-day operations, including opening and closing stores and creating team rotas.
- Led the team to stretch sales targets and exceed business objectives.
- Oversaw staff training, performance management, and customer engagement initiatives including educational meetings related to the brand products.
Marketing & Community Manager – Pokémon International - Gaming do Brasil (Nintendo Official Distributor) - Brazil
(2012-10 - 2014-11)
- Managed marketing campaigns and community engagement for Pokémon games and Copag Cards in Brazil.
Marketing & Community Manager – South Cone - Warner Games – The Sims Label - South America
(2009-05 - 2012-09)
- Led promotion and community strategies for The Sims franchise across South America.
Product & Community Manager - Electronic Arts America – The Sims Label (EA Games USA) - USA
(2001-02 - 2009-12)
- Oversaw Brazilian community management and localisation for The Sims and SimCity series.
- Produced official game soundtracks and multimedia content in collaboration with Redwood City and New York teams.
