Work experience

• Technical Expert

  Apple

  2021.05-Current

  (4 years)

  5 years 4 months (3 years 10 months) • Diagnose, troubleshoot, and resolve a wide range of software-related issues for 100+ Apple users weekly in a fast-paced and customer-centric environment, consistently exceeding satisfaction benchmarks. • Provide exceptional technical proficiency by performing hardware repair on 30+ models of iOS devices with a consistent Same-Unit-Repair metric of above 98.6% ensuring optimal functionality and performance. • Mentored and trained a team of 8 Technical Specialists, sharing knowledge and expertise to enhance their skills and capabilities. Provided valuable feedback to drive continuous improvement. Improved Genius Bar NPS score by 12% the quarter following their training. • Lead local marketing campaign to deliver 60% growth in purchases of extended warranty plans for all iPhones. • Introducing Apple solutions, technology, and services to business customers (B2B), effectively communicating the benefits and value propositions. • Built strong relationships with a wide range of businesses, from local small scaled to multinational, through in-store workshops, and appointments, linking an average of 5 new businesses weekly.
• Product Zone Specialist

  Gravity Payments

  2019.11-2020.02

  (4 months)
• Test Proctor

  National University

  2019.07-2019.09

  (3 months)

Educational experience

• San Diego State University

  Multi/Interdisciplinary Studies

  2016.08-2021.08

  (5 years)
• Bradenton Prep Academy

  2014.01-2016.01

  (2 years)
• Emirates International School

  IGCSE

  2012.09-2014.09

  (2 years)

Certificates