Progressing from sales specialist to becoming the youngest Mac certified technician at age 22, progressing from a tier one to a tier three technician within 7 months. Job roles and responsibilities have been varied and expansive
June 2019 - February 2024 - Genius, Apple Retail - Apple Regent Street London
- Troubleshooting and diagnosing issues in one to one appointments, isolating and resolving problems. In store repairs, software support, signposting resources and alternative avenues, each tailored to customer’s specific needs, issues and abilities
- Dealing with ambiguity while conveying empathy of customer issues, repairing relationships with their devices and the brand to find the right solution through offering an array of options
- Sat exams to become certified on macOS and hardware repairs on iPhone and Mac. Subsequently passing annual re-certifications on battery and electrical safety and accreditations for handling/managing customer safety escalations
- Mentorship among team members, assisting colleagues with progression, securing promotions within the company and creating tailored plans with their specific goals in mind
- Supporting the leads on the shop floor for the technical team, handling customer escalations and having a focus on decision making that would garner best results for both business and customer
- Navigating through internal systems, taking detailed notes during customer repairs, conducting a thorough inspection of devices being booked in, to ensure accurate representation of the customer’s product and needs
- Managed offsite repair room in a separate location during Covid. Tasked with receiving, sending,
checking in devices, parts, performing repairs, delegating work and coordination of additional team members
- Leading and hosting store meetings for all team members and guest hosting for corporate visitors
- Delivering training to new employees on Genius Bar fundamentals, ie job structures, daily tasks and goals
