Support Specialist

• Jul 2022 - Present

Technical Advisor

• Apr 2019 - Jul 2022

Implementing training strategies to internal team members, preparing them to provide world-class technical support, and on-going training and mentoring.

Mac Genius

• 2017 - Jul 2022

As a Genius, I provide insightful advice and friendly, hands-on technical support to Apple customers in need. I quickly diagnose product issues on the spot, explaining situations with patience and compassion. After determining whether repairs can be done or a replacement is needed, solutions are offered to quickly get users up and running again. Working with multiple clients at once, I stay conscious of their time demands as well as my own. I fulfil Apple’s service commitment with style, speed and skill. And I earn the trust of customers and co-workers alike as I offer mentorship, knowledge and even tips and training. Show less

Support Leader

• Nov 2019 - Feb 2020

Lead Genius (Career Experience)

• Mar 2019 - Jun 2019

Genius Administrator

• Nov 2014 - Aug 2017

As Genius Administrator my responsibilities are; management of all repairs, optimising the productivity of the Genius Technicians, and enabling efficient and superior customer service. Every customer is communicated with personally, whether their machine is in for repair, whether it’s a repair concern or feedback regarding the service they received. Swift resolutions to technical problems of every kind are achieved using problem-solving and people skills, enabling insightful advice and friendly, hands-on technical support to Apple customers. Show less

Service Specialist

• Aug 2014 - Nov 2014

As a Service Specialist, resolving customer issues with Apple mobile devices and repairing their relationship with the brand.

Leadership Experience

• Sep 2013 - Sep 2014

Working alongside the leadership team supporting key customer service and technical support for all Apple products and services. I am responsible for creating a world-class in-store customer experience for patrons. I support the team’s learning and development, find creative and engaging solutions for customer problems, and lead the team to store-created performance goals.

In-Store Trainer

• Mar 2013 - Aug 2013

Responsibilities for training and performance of the store’s team. I worked alongside my peers from around the UK and Europe to implement the company’s focuses in creative and engaging ways. A key success was creating and implementing a revolutionary structure for in-store briefings that is still used across the UK and Scandinavia to this day.

Specialist

• Oct 2008 - Feb 2013

As a Specialist, I helped to create the energy and excitement around Apple products, provided the right solutions, listened to customer’s needs, and got products into their hands.

Senior Recreation Assistant

• Mar 2000 - Oct 2008

Eight years working with Bromley MyTime, one of London's largest leisure providers, in numerous capacities including Sports Instructor and Acting Centre Manager. For over a year I managed a medium-sized sports centre in Kent as the only full-time member of staff. I played key roles in establishing links with partners such as Bromley Cricket Development and Crystal Palace Football Club. The work was challenging and invigorating; I learnt about the industry and developed my own management style and techniques. I qualified in various sports as an instructor, including Trampolining, Football, Tennis and Badminton. I have also achieved qualifications in Health and Safety Management, and People/Incident Management. Show less

BALE Team

• Feb 2002 - Oct 2002

Supplementing my university education at one of the world's premier tourist attractions. I delivered high-level customer experiences to thousands of customers every day, and enjoyed my immersion into business elements of a company with an international reputation and brand. Supplementing my university education at one of the world's premier tourist attractions. I delivered high-level customer experiences to thousands of customers every day, and enjoyed my immersion into business elements of a company with an international reputation and brand.