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Work Background
Apple IncRetail Team Manager Service Chat
Nov. 2020 - Jul. 2021Minneapolis, Minnesota, United StatesOrchestrated development and implementation of training plans for team performance improvement. Evaluated advisor performance and provided coaching to enhance development plans. Led team in completing mandatory trainings and achieving performance goals. Fostered positive relationships and connection with team members. Conducted regular manager trainings to support team leads' growth and development. Presented Key Performance Indicator results to Area Managers for strategic alignment.
• Developed and implemented a training plan that enabled the team to achieve company goals in After Contact Work, achieving under 60 seconds.
• Evaluated advisor performance and provided coaching to Retail Guest Leads to enhance development plans.
• Demonstrated action orientation by leading the first team to complete mandatory trainings and achieving the goal of 82% in First Contact Resolution.
• Redesigned the Service Chat evaluation form, resulting in a more efficient format that saves time for Retail Leads while still providing valuable feedback to Advisors. Increased Team Member Score through improved feedback collections.
WOW, I work at Apple! What a great company. Is there really anything else to say....
Apple IncRetail Team Manager Sales Chat
Aug. 2020 - Nov. 2020Minneapolis, Minnesota, United StatesAdministered large team of 170 sales chat advisors, ensuring high-quality customer interactions and performance improvement. Conducted comprehensive team briefings and delivered Key Performance Indicator (KPI) presentations to align team objectives with organizational goals. Facilitated team downloads, ensuring advisors were well-informed and equipped to meet sales targets.
• Improved team performance significantly, raising Team Member Scores from 42 to 74 in just three months.
Apple IncManager/Leader
Dec. 2007Minneapolis, Minnesota, United StatesOversee hiring process and talent acquisition. Facilitate team mentoring sessions to enhance engagement. Conduct weekly performance reviews and maintain accurate records. Manage biweekly payroll processing and coordinate with corporate for alignment. Champion employee scheduling and handle time-off requests. Provide oversight for visual standards across multiple stores. Formulate and execute anti-theft plan to mitigate losses.
• Received Ovation Award for driving significant improvement in Net Promoter Score as Genius Services Leader.
• Achieved APU delivery times under two minutes through strategic initiatives.
• Successfully recruited and onboarded 57 new employees for the holiday season, ensuring a robust talent pipeline.
• Significantly improved team engagement, increasing Net Promoter Score from 50 to 83 through mentoring sessions.
• Maintained physical inventory accuracy above 99% through meticulous auditing.
• Aligned payroll processing with budget forecasts for over 120 employees, ensuring timely payments.
• Ensured visual standards consistency across multiple stores, aligning with Apple's high standards.
• Implemented and executed an anti-theft plan, facilitating prosecution and restitution documentation.
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