Apple Genius (Mac certified repair technician)
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Have worked the last 6.5 years in Apple Retail, 1.5 years based in product sales and the last few as a certified Mac and iOS technician. My current role entails offering first line support to customers for software issues and troubleshooting and triaging issues with their devices. Also, I conduct hardware repairs on Mac and iPhone, as well as escalating potential safety issues and liaising with engineering on activation and server issues.
Have been a keen mentor in the last few years supporting other team members in their career progression, even helping with the onboarding of managers and market leaders. Leading training exercises and conducting all store meetings speaking to our team of over 500 employees
Built strong people skills and refined displaying empathy to help trust and rapport for customers, helping them gain confidence again in their products and the brand
