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Work Background
Revel SystemsCorporate Trainer
Mar. 2022 - Jun. 2024Atlanta, Georgia, United States• Developed and implemented a comprehensive certification program with six certifications for teams at Revel Systems.
• Facilitated ongoing training sessions and created training content to ensure team proficiency and knowledge retention.
• Collaborated closely with various departments and solution partners to enhance training effectiveness and improve team performance.
AppleLead
Sep. 2021 - Mar. 2022Atlanta, Georgia, United States• Developed positive relationships with customers and team members to support daily operations at Apple in Atlanta, Georgia.
• Provided meaningful feedback and recognition based on customer and employee interactions to drive team sales growth.
• Identified and recommended daily staffing, scheduling, and zoning changes to meet store traffic needs.
• Ensured safety and security of team members, supervised timely meals and breaks, and captured operational records as required.
AppleCorporate Trainer
Sep. 2020 - Sep. 2021Remote• Facilitated training for hundreds of Retail Customer Care team members remotely using tools like Slack, WebEx, and Adobe Connect.
• Collaborated with team members to create and facilitate learning for various roles in the RCC.
• Supported Retail Customer Care teams at Apple online during the COVID-19 pandemic store closures.
AppleSubject Matter Expert: Customer Service
Aug. 2020 - Aug. 2020Remote
AppleService Chat
May. 2020 - Aug. 2020Remote
AppleSales Chat
Apr. 2020 - May. 2020Remote
AppleMac Genius
Jan. 2014 - Jan. 2018Greater Boston• Provided hands-on repairs for desktop and mobile devices, delivering critical frontline customer support and promoting excitement about Mac ownership.
• Shared technical expertise with customers of all levels, supporting the development of Technical Experts and Specialists through mentoring and knowledge-sharing.
The University of Alabama at BirminghamDigital Media Intern
May. 2013 - Aug. 2013Birmingham, AL• Managed social media accounts for UAB's Department of government, optimizing content to engage target audience.
• Developed and implemented social media strategy, increasing engagement and reach on Facebook and website.
• Analyzed analytics to enhance content performance and drive audience growth.
AppleFamily Room Specialist
Jan. 2010 - Jan. 2014Birmingham, Alabama, United States• Provided technical support, personal training, and troubleshooting for Apple customers in Birmingham, Alabama.
• Educated customers on ownership options and generated excitement for Apple products and services.
AppleConcierge
Jan. 2008 - Jan. 2010Birmingham, Alabama, United States
AppleLead Creative
Oct. 2007 - Sep. 2021Boston, Massachusetts• Led the Creative and Creative Pros team at Apple Boylston in Boston, overseeing scheduling, event planning, and training to ensure team success.
• Facilitated onboarding and training for hundreds of new employees in the Boston market.
• Collaborated with cross-functional teams to develop innovative strategies for creative projects.
AppleSales Specialist
Oct. 2007 - Jan. 2008Birmingham, Alabama, United States
TargetCashier
Jun. 2006 - Dec. 2006Birmingham, Alabama, United States• Managed cash registers for sundry items at Target in Birmingham, Alabama.
• Oversaw operations in Electronics, Customer Service, Food Court, and Cart Collection departments.
• Provided exceptional customer service and ensured efficient checkout processes.
• Implemented strategies to enhance store productivity and customer satisfaction.
PublixCustomer Service
Apr. 2005 - Mar. 2006Birmingham, Alabama, United States• Provided world-class customer service by bagging groceries, collecting shopping carts, and cashiering at Publix in Birmingham, Alabama.
• Ensured store cleanliness and organization to enhance the shopping experience for customers.
ACE Cheer CompanyStaff
Apr. 2003 - Jan. 2013• Spearheaded multi-media projects and technical support at ACE Cheer Company.
• Managed website and pioneered social media strategy, contributing to ACE's growth.
• Assisted in shaping ACE into the largest cheerleading company in the world.
• Developed skills in project management, technical support, and social media marketing.
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