Dana Al-Sami

Apple professional with 10+ years of experience spanning sales, partner collaboration, technical support, operations, customer care, merchandising, team leadership, product launches and cross-functional implementation. Combines deep knowledge of Apple's ecosystem and retail organization with hands-on experience identifying business opportunities, collaborating with carrier partners, translating performance insights into improvement actions, and influencing teams without direct authority. MCM-qualified in Strategic Corporate Communications & Reputation Management and PMP-certified, bringing disciplined communication, stakeholder engagement, project execution and operational problem solving to commercial growth opportunities in Saudi Arabia.

Technical Expert - Apple Canada

(2021-01)

• Collaborate with carrier partners to develop tailored upgrade solutions that support connected sales, ownership growth and customer satisfaction.
• Drive team engagement around AppleCare+, Trade In, Ownership and Business Solutions, helping employees recognize commercial opportunities and communicate value across Apple's ecosystem.
• Mentor technicians through targeted feedback while balancing customer, technical and operational priorities in a high-volume environment.

Technical Lead - Apple Canada

(2023-12 - 2024-07)

• Identified customer and business opportunities across Technical Support, Operations and Sales, averaging 10 business introductions daily.
• Designed and implemented a mentorship program focused on performance, professional growth and store efficiency, strengthening capability through influence and coaching.
• Partnered with Genius Bar leadership to improve workflows, traffic patterns and customer experience; coordinated teams across multiple areas of responsibility.
• Delivered educational sessions reinforcing Apple brand standards, service excellence and consistent execution.

User Acceptance Tester - Career Experience - Apple - Remote / Cupertino, CA

(2022-04 - 2022-07)

• Collaborated with developer teams, Global Retail Support and Retail Fulfilment Operations to test in-store applications and support implementation.
• Analyzed system data, submitted enhancement requests and performed regression testing, contributing structured feedback for global continuous improvement.
• Worked cross-functionally to translate frontline usability issues into actionable product and process enhancements.

Retail Customer Care Sales & Service Lead - Apple - Toronto, Canada

(2020-12 - 2021-04)

• Led and developed a team of 10 support advisors, aligning daily execution with customer and business priorities through virtual team communications.
• Presented weekly metric-based reports and improvement plans to leadership, using performance data to identify gaps and focus team actions.
• Applied change-management strategies to guide advisors through company-wide initiatives and operational pivots while maintaining engagement and service quality.

Genius Admin - Apple

(2017-01 - 2021-12)

• Coordinated operational activity, inventory orders and repair workflows with Operations and technical teams to maintain efficient service delivery.
• Partnered with leadership on scheduling and resource allocation to support iPhone turnaround and Mac repair performance goals.
• Worked across teams to resolve service issues, improve response times and reinforce accountability while protecting confidential customer information.

New Store Opening Team Member - Apple

(2018-01 - 2024-12)

• Supported multiple Apple store openings across Operations, Support, Sales and Visual Merchandising, executing launch activities accurately against project schedules.
• Partnered with project leaders on technical-station readiness and merchandising execution to ensure alignment with Apple visual and brand standards.
• Mentored new hires during launch readiness and helped teams create consistent customer experiences across store zones.

Visuals Lead - Apple

(2014-01 - 2017-12)

• Led training and development for 15+ employees to align execution with Apple's vision and visual standards.
• Delivered hands-on launch-readiness training to 100+ employees for iPhone, iPad, Apple Watch and Mac product introductions.
• Created presentations and email communications covering visual standards, customer success, inventory excellence, problem solving and resource allocation.

Master of Communication Management - Strategic Corporate Communications & Reputation Management - McMaster University

Bachelor of Arts, Honours Double Major - Communications IT & Professional Writing Communications - University of Toronto

Digital Communication Certificate - Sheridan College