Experience

Metronomics

• Canada
• Professional Training and Coaching
• 1 - 100 Employee

• Head of Client Success

  • May 2022 - Present



Nucleus Networks

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Success Manager

  • Sep 2021 - May 2022



Whistler Blackcomb

• Canada
• Recreational Facilities
• 400 - 500 Employee

• Guest Communications Manager

  • Mar 2020 - Sep 2021

• Guest Communications Specialist

  • Jul 2019 - Mar 2020



Burnt Stew Computer Solutions, Apple Premium Service Provider

• Whistler, British Columbia, Canada

• Principal Support Coordinator

  • Mar 2019 - Jul 2019



Nucleus Networks

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Coordinator

  • Jan 2018 - Jun 2018

  In this role I act as a first point of contact to the client for all types of service requests. It is my responsibility to keep in constant communication with technicians and clients as required. Drawing on my previous experience as a technician I triage service requests as they come in, and use my communication skills to diffuse client tension. I get to support my team by ensuring the smooth running of their day to day work lives. It is my responsibility to allocate and schedule resources to ensure maximum utilisation of billable resources. From here I monitor resource schedules to ensure time is utilised efficiently by the technicians. These resource schedules are then reported directly to the service manager. I have started to draw on my history as a trainer to create client success training for Nucleus. This training is to be delivered to both new hires and the current team to ensure an epic client experience. I am really enjoying the opportunity to work within a different team and to have a greater impact on the team. So far in this coordinator role I have had the opportunity to problem solve and organise for the benefit of the wider team, within in a fast paced and ever changing environment. Show less



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Genius

  • Jan 2015 - Jun 2017

  Apple Certified Mac Technician carrying out software and hardware repairs to all Mac models and iOS devices including iPhone.Working with the technical team leading them to repair relationships with the brand through delivering technical support. Delivering exceptional customer service whilst resolving the underlying technical issue.Acted as a point of reference for the repair team, providing the team with the right solutions for customers. Approachability within the repair team was key, as we were working to diffuse customer tension in a very short period of time. Worked with the management team to deliver the key messages from head office to the team. Part of this was to run training in resets and downloads to all members of the team.Worked within the help-desk system to coordinate repairs, highlighting priority repairs as well as auditing repair stock. Allocating repairs to technicians as well as running my own repair queue.Stepped outside my specific role to join multiple teams within the store including working as a mentor to teammates, representing the store in forum meetings, and working as the stores trainer (see In Store Guest Trainer). Worked as a mentor for the whole store, helping employees to decide how to get to their desired roles within Apple.A highlight of my Genius career was being selected as part of the team to open the Edinburgh store. Here I provided feedback on their chosen customer journey, and helped the store to coordinate the opening. This involved being very hands on, jumping in to run the Genius Bar when required. Show less

• In Store Guest Trainer

  • Mar 2015 - Sep 2015

  Working as a trainer at Apple was both challenging and rewarding, and my favourite role to date. Alongside working as a Genius within Apple I took on this extra role which involved organising and facilitating training at Apple in the South West Market. I facilitated a variety of training sessions from 1 person to well over 100 people. I Implemented a wide variety of training including on-boarding new employees, delivering technical training and customer service skill modules.Developing my training style, I worked with the store to promote feedback and to deliver training and guidance in areas needing improvement.I was lucky enough to launch the Apple Watch within the South West Market as an Apple trainer, which was truly a once in a lifetime opportunity. Show less

• Service Specialist

  • Nov 2013 - Jan 2015

  Working within the technical team to repair relationships with the brand through delivering technical support. Delivering exceptional customer service whilst resolving the underlying technical issue.Working as a check in for customers, to lead the technicians and schedule appointments at the Genius bar. Working at the Genius Bar to carry out software and hardware repairs on iOS devices as well as beginning to triage issues with Mac OS.Stepped outside my specific role to join multiple teams within the store including working as a mentor to teammates, representing the store in forum meetings, and getting involved in recruitment and on-boarding. Show less

• Specialist

  • Nov 2012 - Nov 2013

  I joined Apple in 2012 as a specialist working on the sales floor. Here I had the opportunity to create owners of Apple products for both consumers and businesses. This involved uncovering customers needs to create personalised solutions, while delivering a transformational experience that promoted customer loyalty.Within this role I had to opportunity to work within the visual merchandising team. This role also sparked my passion for training with the opportunity to facilitate consumer workshops as well as delivering training modules for new hires. Show less



EAST CLOTHING LIMITED

• Textile Manufacturing

• Sales Advisor

  • May 2012 - Nov 2012

  Working on sales floor. Completing end of week and month reports for head office. Cashier balancing including opening and closing store cash handling duties. Processing stock count and deliveries. Working on sales floor. Completing end of week and month reports for head office. Cashier balancing including opening and closing store cash handling duties. Processing stock count and deliveries.



The Bill Douglas Museum of Cinema, University of Exeter

• Exeter, United Kingdom

• Assistant Archivist

  • Mar 2012 - May 2012

  Volunteered at the Bill Douglas Museum of Cinema. Worked with the head curator to catalog, package and restore items relating to cinema. Created social media content, and helped to organise events within the University to publicise the museum. Volunteered at the Bill Douglas Museum of Cinema. Worked with the head curator to catalog, package and restore items relating to cinema. Created social media content, and helped to organise events within the University to publicise the museum.



ABode Hotels

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Receptionist

  • Mar 2012 - May 2012

  Receptionist at the Uk's oldest hotel. Welcoming customers, taking room bookings and processing special requests. Using Opera to process and schedule bookings. Coordinating weddings and corporate events. Receptionist at the Uk's oldest hotel. Welcoming customers, taking room bookings and processing special requests. Using Opera to process and schedule bookings. Coordinating weddings and corporate events.



The Dune Group

• United Kingdom
• Retail
• 300 - 400 Employee

• Sales Associate

  • Mar 2011 - Mar 2012

  Working on sales floor. Completing end of week and month reports for head office. Cashier balancing including opening and closing store cash handling duties. Processing stock count and deliveries. Working on sales floor. Completing end of week and month reports for head office. Cashier balancing including opening and closing store cash handling duties. Processing stock count and deliveries.



Archaeological Prospection Service of Southampton

• Southampton, United Kingdom

• Archaeological Surveyor

  • Jul 2010 - Aug 2010

  Working with surveying equipment including AutoCAD, Photoshop, CorelDRAW, Leica total station, levels and ordinance survey maps. Field work using geophysics and electrical resistance as a non invasive tool to record archaeological sites. Working with surveying equipment including AutoCAD, Photoshop, CorelDRAW, Leica total station, levels and ordinance survey maps. Field work using geophysics and electrical resistance as a non invasive tool to record archaeological sites.



Noviodunum Archaeological Project Romania

• Romania

• Field Archaeologist

  • Jul 2009 - Aug 2009

  Worked as a field archaeologist in Romania for the Noviodunum project. Manual field work including site work, paper work and post processing of finds. Worked as a field archaeologist in Romania for the Noviodunum project. Manual field work including site work, paper work and post processing of finds.



University of Southampton

• United Kingdom
• Higher Education
• 700 & Above Employee

• Tour Guide

  • Jul 2006 - Aug 2009

  Humanities tour guide. Welcoming potential students to the University of Southampton. This included helping with interviews, answering questions about the department and showing students and their parents round the campus. Humanities tour guide. Welcoming potential students to the University of Southampton. This included helping with interviews, answering questions about the department and showing students and their parents round the campus.



Buckland Rings Topographical Survey

• Southampton, United Kingdom

• Topographical Surveyor

  • Mar 2009 - Jul 2009

  Topographical surveyor working with surveying equipment including AutoCAD, Photoshop, CorelDRAW, Leica total station, levels and ordinance survey maps. Topographical surveyor working with surveying equipment including AutoCAD, Photoshop, CorelDRAW, Leica total station, levels and ordinance survey maps.



Fort Brockhurst, English Heritage

• Southampton, United Kingdom

• Assistant Archivist

  • May 2008 - Aug 2008

  Working at English Heritage store room. Cataloging, sorting and packing artifacts from archaeological sites in the South of England. Working at English Heritage store room. Cataloging, sorting and packing artifacts from archaeological sites in the South of England.