Support Analyst

• Jun 2023 - Present

Service Manager

• Oct 2022 - Jun 2023

• Quickly gained iOS and MacBook certification within just a few months of joining as a Supervisor turned Technician.• Successfully built the Service Department from scratch after the departure of the previous technician, resulting in some of the fastest turnaround times in Central London that even rival those of Apple flagship stores.• Demonstrated steady growth in Service revenue, achieving one of the highest revenue streams in the company.

Apple Certified iOS Technician - Supervisor

• Mar 2022 - Oct 2022

Test Analyst

• Jan 2021 - Mar 2022

• Worked with the Finance Delivery Team within the AO2 Programme to ensure Financial Integrity, Invoice Verification Testing, End to End and User Acceptance Testing were delivered to plan and resulted in the best user experience.• Developed and reviewed test scripts and plans to ensure alignment with business objectives• Coordinated defect management and reporting with internal and external stakeholders through Jira Software• Successfully migrated over 1000 trialists in a three-phase testing process, contributing to project success• Reviewed and reconciled test outputs across different phases using MS Excel and MS Sharepoint Show less

Guru

• Oct 2018 - Jan 2021

• Managed a team of Advisors on the shop floor, providing technical assistance to customers and training colleagues.• Represented Apple as a store ambassador and drove sales through completion of Apple Master programme.• Developed staff using PDPs and tailored training plans to improve performance.• Posted video and training content on internal social media to influence on a regional level.• Collaborated with Territory Trainer and other Gurus to create reopening plan for region.• Identified and coached talent for company Accreditation program in collaboration with Regional Leader and Territory Trainer.• Published training content on official company LMS (O2 Campus) and gained recognition from Executive level staff. Show less

Apple Master

• Nov 2018 - Jan 2020

Leading In-Store training relating to Apple devices and services and acting as an Ambassador for Apple Collaborating with regional Apple Masters and Apple Regional Account Manager on sales strategy across the London Region Creating and presenting training packs and sessions in the lead up to product launches Enrolling colleagues on the Apple SEED app to ensure knowledge is maintained Received training from Apple Certified Trainiers on the Apple Ecosystem Leading In-Store training relating to Apple devices and services and acting as an Ambassador for Apple Collaborating with regional Apple Masters and Apple Regional Account Manager on sales strategy across the London Region Creating and presenting training packs and sessions in the lead up to product launches Enrolling colleagues on the Apple SEED app to ensure knowledge is maintained Received training from Apple Certified Trainiers on the Apple Ecosystem

Supervisor

• Oct 2017 - Oct 2018

• Efficiently managed day-to-day operations, including stock control, cash management and rota scheduling. • Successfully trained new team members using the company onboarding programme to ensure high levels of productivity and customer satisfaction. • Supported and coached Baristas in their professional development, resulting in improved performance and job satisfaction. • Completed the Coffee Master programme, further enhancing knowledge of the industry and the Starbucks brand. • Efficiently managed day-to-day operations, including stock control, cash management and rota scheduling. • Successfully trained new team members using the company onboarding programme to ensure high levels of productivity and customer satisfaction. • Supported and coached Baristas in their professional development, resulting in improved performance and job satisfaction. • Completed the Coffee Master programme, further enhancing knowledge of the industry and the Starbucks brand.

Store Leader

• Jun 2016 - Oct 2017

• Managed store duties, such as scheduling, inventory control and financial management, to ensure smooth operations. • Developed team members into leadership roles to increase efficiency and effectiveness of the store. • Collaborated with Head Office team on a weekly basis to assess performance and plan company strategy for success. • Contributed to successful launches at two flagship sites by hiring, training and developing staff from my store • Managed store duties, such as scheduling, inventory control and financial management, to ensure smooth operations. • Developed team members into leadership roles to increase efficiency and effectiveness of the store. • Collaborated with Head Office team on a weekly basis to assess performance and plan company strategy for success. • Contributed to successful launches at two flagship sites by hiring, training and developing staff from my store

Data Administrator

• Sep 2015 - May 2016

Cleaned data contained client databases in preparation for import to company systems using MS Excel. Created software manuals and tutorials using Microsoft Word and PowerPoint in line with the organisation's requirements. Reviewed and formatted contracts and privacy policies, paying close attention to detail by ensuring all terms and conditions were communicated clearly, providing a base to strengthen relationships between the organisation and contractors. Cleaned data contained client databases in preparation for import to company systems using MS Excel. Created software manuals and tutorials using Microsoft Word and PowerPoint in line with the organisation's requirements. Reviewed and formatted contracts and privacy policies, paying close attention to detail by ensuring all terms and conditions were communicated clearly, providing a base to strengthen relationships between the organisation and contractors.