Apple inc.

I bring 15 years of experience at Apple, where I excel in various roles that require a blend of time management, logical thinking, and meticulous attention to detail. I consistently demonstrate a proactive, action-oriented approach, ensuring that I deliver high-quality results in every task I undertake. My career at Apple has honed my ability to adapt and thrive in dynamic environments, making me a versatile and reliable professional.

Operations Analyst

Jan 2022 - Present

Role Responsibilities:

  • Manage Hours Allocation & Traffic Analysis: Efficiently manage hours allocation and traffic analysis, aligning with retail location goals to drive and deliver high-quality schedules.

  • Scheduling Systems Expert: Serve as the subject matter expert for current scheduling systems, ensuring optimal use and continuous improvement.

  • Leadership Collaboration: Partner with leaders to provide expert advice on payroll management, local payroll laws, time away policies, availability, and hiring trends, effectively enhancing scheduling performance and identifying solutions.

  • Fair & Consistent Scheduling: Build and maintain fair and consistent schedules across multiple retail stores, tailoring approaches based on store-specific details from higher management.

  • Resource Planning Insights: Offer valuable insights and perspectives on resource planning strategies, contributing to improved workforce optimization and operational efficiency.

  • Process Refinement: Continuously refine scheduling processes to meet evolving business needs and enhance overall operational effectiveness.

Key Achievements:

  • Successfully implement scheduling strategies that improve employee satisfaction and productivity across multiple retail locations.

  • Develop and maintain robust scheduling frameworks that ensure compliance with local payroll laws and company policies.

  • Provide strategic insights that lead to the optimization of resource allocation, reducing overtime costs and increasing overall efficiency.

Skills:

Workforce Management · Planning Budgeting & Forecasting · Workforce Planning · Apple Software · Efficiency Analysis · Workforce Optimization (WFO) · Apple Products · UKG · Data Analysis · Kronos · Analytical Skills

Taxonomy Analyst (Career Experience)

Jan 2024 - Jun 2024

Role Responsibilities:

  • Gain Hands-On Experience: Develop and implement AI/ML models and taxonomy structures in real-world scenarios, bridging the gap between theoretical knowledge and practical application.

  • Enhance Technical Skills: Improve data analysis, model tweaking, and data presentation skills. Utilize tools such as Python, scikit-learn, Pandas, and PySpark.

  • Overcome Challenges: Successfully navigate imposter syndrome and adapt to corporate lingo and terminology, building confidence and resilience.

  • Collaborative Projects: Work closely with cross-functional teams, contributing to the integration of AI/ML solutions with existing systems and workflows.

  • Receive Positive Feedback & Continuously Learn: Receive encouraging and constructive feedback, leading to continuous improvement and personal growth. Proactively seek mentorship and resources for deeper learning.

  • Professional Development: Solidify career goals in AI/ML, identify short-term and long-term objectives, and commit to ongoing professional development and specialization.

  • Networking & Support: Build strong relationships with peers and mentors, establishing a valuable network for future guidance and support.

Key Achievements:

  • Analyze data to assist in the cleanup and refinement of existing taxonomy structures, improving overall data organization and accessibility.

  • Conduct in-depth data analysis to ingest information into larger machine learning models, enhancing the effectiveness of data cleanup operations.

  • Research and develop a new taxonomy, contributing to more efficient data categorization and retrieval processes.

  • Assist in the creation of AI/ML models utilizing advanced technologies, including NLLB-200, M2M100, T5, and Helsinki, to support various data analysis and classification tasks.

Skills:

Data Analysis · Data Science · PySpark · Pandas · Taxonomy · AI/ML · Python (Programming Language) · Analytical Skills

Mac Expert

Nov 2020 - Jun 2022

Role Responsibilities:

  • Apple Products & Services Expertise: Serve as the subject matter expert in Apple products and services, providing comprehensive knowledge and support to customers.

  • Solution Design & Sales: Drive sales by designing complete solutions with Apple and complementary product-service offerings, meeting diverse customer needs.

  • Technology Integration & Scaling: Demonstrate and advise on integrating technology into homes and scaling solutions across small to medium-sized businesses and educational institutions.

  • Leadership & Briefings: Lead and assist with briefings, providing recommendations for deployment and setup to ensure optimal customer experiences.

  • High-Volume Customer Support: Work in a fast-paced, results-driven environment, handling 30-40 customer calls daily, addressing a wide range of technical and post-sales needs.

  • Post-Sales Support: Support customers with post-sales needs, including order cancellations, payment processing, and resolving delivery issues.

Key Achievements:

  • Recognized as a top performer in key metrics, consistently exceeding sales and customer satisfaction targets.

  • Successfully designed and implemented customized solutions that increased customer retention and satisfaction.

  • Maintained a high level of customer service excellence, resulting in positive feedback and repeat business.

  • Played a pivotal role in training and mentoring new team members, enhancing overall team performance and knowledge sharing.

Skills:

Sales · Apple Products · Customer Service · Customer Support · Contact Centers

Technology & Merchandising Pro

Jan 2020 - Nov 2020

Role Responsibilities:

  • Technology Implementation, Training, & Support: Serve as the subject matter pro and the point of contact for technology implementation, training, and support.

  • Maintain & Troubleshoot Technology: Maintain and troubleshoot in-store technology to ensure smooth operations.

  • Communication & Relationship Management: Maintain strong communication ties and a solid working relationship with Field Leaders to ensure tasks and issues are resolved in a timely fashion.

  • Team Education: Educate the store team on merchandising principles and the proper use of store fixtures, product demos, and facilities.

  • Technical Escalations: Open and close tickets for technical escalations within the store, ensuring quick and effective resolution.

  • Training Material Creation: Create training materials for the greater team and market to highlight new product launches and features.

  • Visual Standards Leadership: Lead the visuals and operations team on processes and procedures for maintaining visual standards within the store, as well as store openings, closings, and merchandising resets.

Key Achievements:

  • Successfully implemented new technology systems and training programs, resulting in improved store operations and employee proficiency.

  • Developed and maintained strong relationships with Field Leaders, facilitating timely resolution of technical issues and enhancing overall store performance.

  • Created comprehensive training materials that were adopted market-wide, effectively supporting new product launches and feature updates.

  • Led the visuals and operations team to consistently achieve and maintain high visual standards, contributing to a positive customer experience and increased sales.

  • Recognized for outstanding problem-solving skills in technical escalations, leading to faster resolution times and reduced downtime.

Skills:

Technology Implementation · Technical Support · Troubleshooting · Training & Development · Merchandising · Leadership

Resource Planner

sep 2018 - Jan 2020

Role Responsibilities:

  • Scheduling & Traffic Analysis: Partner with Field Leaders to align on scheduled hours allocation, traffic analysis, and store goals, driving and delivering high-quality schedules for 300+ team members.

  • Payroll & Compliance Consultation: Collaborate with Field Leaders to advise on how current payroll, local payroll laws, time away policies, availability, and hiring trends impact scheduling performance, identifying effective solutions.

  • Corporate Pilot Programs: Implement numerous corporate pilot programs across all areas of the store in a timely fashion, providing valuable data to the organization on program implementations.

  • Onboarding & Training: Assist with onboarding and training new hires and team members within the market on scheduling processes and guidelines.

  • Team & Independent Work: Work independently as well as on a team to achieve 37+ consecutive weeks of exceeding company metrics.

Key Achievements:

  • Successfully partnered with Field Leaders to optimize schedules, resulting in improved efficiency and employee satisfaction.

  • Effectively advised on payroll and compliance issues, leading to enhanced scheduling performance and regulatory adherence.

  • Implemented corporate pilot programs that provided critical data, influencing company-wide decisions and strategies.

  • Trained and onboarded new hires, ensuring they were well-versed in scheduling processes and contributing to team productivity from day one.

  • Consistently achieved and exceeded company metrics for 37+ consecutive weeks, demonstrating a strong commitment to excellence and performance.

Skills:

Workforce Management · Kronos · Scheduling · Traffic Analysis · Payroll Guidance · Data Analysis

Technical Administrator

sep 2016 - Sep 2018

Role Responsibilities:

  • Operational Coordination: Coordinate, organize, plan, and support all operational activities required for successful repair completion, including managing and supporting the customer pickup process.

  • Inventory Management: Partner with the inventory team to manage and track service part inventory and part orders, ensuring the availability of necessary components for repairs.

  • Customer Service Support: Assist with customer service issues, providing appropriate solutions and ensuring a high level of customer satisfaction.

  • Peer Feedback & Support: Provide peer feedback based on floor and repair room observations, contributing to team development and improvement.

  • Repair Task Assistance: Complete repair tasks as needed to support the technical support team and meet customer demand, understanding the processes involved in troubleshooting, diagnosing, and resolving technical problems for all Apple products.

  • Service Steps Implementation: Use the APPLE Steps of Service to identify ownership opportunities, present product and service recommendations, and educate customers on relevant purchase options.

Key Achievements:

  • Successfully managed and supported the customer pickup process, ensuring a smooth and efficient experience for customers.

  • Effectively tracked and managed service part inventory and orders, reducing delays in the repair process.

  • Provided solutions to customer service issues, resulting in increased customer satisfaction and loyalty.

  • Delivered valuable peer feedback, leading to improvements in team performance and repair processes.

  • Completed repair tasks to meet high customer demand, maintaining a high standard of technical support and troubleshooting.

  • Educated customers on product and service recommendations, enhancing their overall experience and satisfaction with Apple.

Skills:

Inventory Management · Customer Service · Technical Support · Troubleshooting · Technical Repair

Technical Specialist

Apr 2016 - Sep 2016

Role Responsibilities:

  • Customer Assistance: Help new owners get started and provide quick, efficient support to current ones, developing strong, positive relationships with Apple.

  • Situation Assessment: Quickly assess customer needs upon arrival, providing immediate solutions or referring them to support team members as necessary.

  • On-the-Spot Solutions: Offer advice or solutions on the spot using your extensive knowledge of Apple technology, assisting with iPod, iPhone, iPad, and Apple TV devices.

  • Personal Training: Provide personal training for new customers, helping them acquire the basic skills needed to start photo, video, and music projects.

  • Technical Communication: Translate technical jargon into understandable terms for customers based on their level of technical knowledge.

  • Team Collaboration: Contribute to the store team's success by committing to providing the best care for customers and maintaining strong customer relationships.

  • Adaptability & Flexibility: Regularly rotate through different technical specialties and skill sets, thriving on change as products evolve.

  • Time Management & Decision Making: Demonstrate excellent time management skills, making quick decisions while maintaining composure and customer focus.

Key Achievements:

  • Successfully assisted numerous customers with immediate solutions, enhancing their overall experience and satisfaction with Apple products.

  • Provided impactful personal training sessions, enabling new customers to effectively use their devices for photo, video, and music projects.

  • Played a key role in translating technical concepts into easy-to-understand language, significantly improving customer comprehension and satisfaction.

  • Contributed to the store's success by fostering strong customer relationships and maintaining a high standard of customer care.

  • Demonstrated adaptability by efficiently rotating through various technical specialties, staying current with evolving Apple products and technologies.

Skills:

Customer Service · Customer Support · Technical Problem Solving · Time Management · Teamwork

Specialist

Sep 2009 - apr 2016

Role Responsibilities:

  • Customer Needs Assessment: Unlock customers' needs and follow through with enlightening solutions, ensuring each customer finds the best product for their requirements.

  • Product Guidance & Setup: Guide customers through advising, selling, and setting up their new Apple products, ensuring a seamless and satisfying purchase experience.

  • Energy & Excitement Creation: Help create the energy and excitement around Apple products, providing the best solutions and getting products into customers' hands efficiently.

  • Exceptional Customer Experience: Dedicate efforts to delivering an exceptional and individual customer experience unlike any other, fostering strong customer loyalty.

  • Resource Planning & Scheduling Support: Support the resource planning and scheduling of a high-volume store, contributing to its smooth operation and success.

Key Achievements:

  • Successfully identified and unlocked customer needs, providing tailored solutions that significantly enhanced customer satisfaction and loyalty.

  • Guided numerous customers through the buying process, ensuring their new products were set up correctly and they were fully trained in their use.

  • Consistently contributed to the energy and excitement in the store, driving high sales and customer engagement.

  • Delivered an exceptional customer experience, recognized through positive customer feedback and repeat business.

  • Played a key role in supporting the resource planning and scheduling, ensuring the store operated efficiently even during high traffic periods.

Skills:

Workforce Management · Kronos · Analytical Skills

Chic Productions, LLC

As a Logistics Coordinator, I successfully established and maintained strong relationships with vendors and venues, ensuring seamless event execution. With a comprehensive understanding of the diverse needs of various events, I consistently delivered successful and well-organized experiences to members of Congress and the Cabinet.

Logistics Coordinator

Sep 2009 - aug 2016

Role Responsibilities:

  • Vendor & Venue Relationship Management: Established and maintained strong relationships with vendors and venues, ensuring smooth collaboration and successful event execution.

  • Event Planning & Coordination: Planned and coordinated event details and logistics, including seating, dining, guest arrangements, and speaker schedules, to deliver seamless and memorable events.

  • Financial Reporting & Payment Collection: Created reliable financial reports and ensured timely collection of payments, maintaining the financial integrity of each event.

  • Event Management & Problem Solving: Oversaw event execution, proactively managed and resolved potential issues to ensure the event ran smoothly.

  • Event Needs Expertise: Maintained a comprehensive understanding of the complex and diverse needs of various events, enabling the successful management of a wide range of functions.

Key Achievements:

  • Successfully developed and maintained vendor and venue partnerships, contributing to consistently successful events.

  • Coordinated numerous events, ensuring all aspects were executed flawlessly, from seating arrangements to speaker schedules.

  • Produced accurate financial reports and ensured on-time payment collection, maintaining financial stability.

  • Efficiently managed events, addressing challenges proactively and ensuring guest satisfaction.

  • Demonstrated expertise in handling the intricate needs of a variety of events, consistently delivering exceptional results.

Skills:

Event Planning · Problem Solving · Time Management · Written Communication · Oral Communication · Vendor Management · Project Management

Walt disney World

As a Hostess at Walt Disney World Resort, I supported guest flow within the retail location by assisting with directions, answering questions, and providing information and solutions. My role required strong verbal communication skills, a proactive approach to problem-solving, and a commitment to delivering exceptional service, ensuring a positive experience for guests, team members, and management.

Hostess

Jun 2006 - apr 2008

Role Responsibilities:

  • Guest Flow Management: Supported guest flow within the retail location, ensuring a smooth and efficient experience for all visitors.

  • Guest Assistance & Communication: Assisted guests with directions, answered questions, and provided information and solutions as needed, using strong verbal communication skills to positively engage with guests, team members, and management.

  • Area Maintenance & Logistics Support: Supported cleaning work areas and guest areas, assisted with logistics and stocking, and helped maintain a clean environment at Walt Disney World Resort by picking up littered items.

  • Cash Handling & POS Processing: Handled cash or processed POS transactions in other lines of business, ensuring accuracy and efficiency.

  • Service Awareness: Demonstrated excellent service awareness, proactively addressing and resolving guest issues to enhance their overall experience.

Skills:

Customer Service · Customer Experience · Guest Reltions · Point of Sale (POS) Systems · Cash Handling

Career