Miles Rowe
Reading
Summary
A professional and empathetic technical expert who enjoys building relationships with customers and team members alike. Enjoys regularly collaborating with team to cultivate a whole store mindset and exchange feedback. Eager to consistently increase knowledge of technology and utilize this to overcome challenging obstacles. Carefully repairs customer devices with minimal mistakes.
Overview
5
5
years of professional experience
Work History
Technical Expert
Apple
01.2024 - Current
- Consistently leveraged Apple steps of service to show exceptional empathy, compassion & patience.
- Regularly received NPS and empathy scores above store and market averages during Q2 & Q3 2024 and educated team members on best practices to improve their own metrics.
- Provided customers with a complete solution by educating them on all of their options including trade in and AppleCare plus, thus fostering trust.
- Cultivated a careful and efficient repair strategy to procure a near perfect same unit repair metric for Q2 2024 and QTD in Q3 of 2024
- Actively sought opportunities to offer feedback to peers of all levels in the Genius Bar.
Technical Specialist
Apple
04.2023 - 01.2024
- Exceeded empathy scores of store (71) and market (75) with an 88 for Q4 2023.
- Took the initiative to address own opportunities for improvement and sought feedback.
- Tactfully reassured anxious customers and diffused tense situations while openly exploring their options.
Specialist
Apple
10.2019 - 04.2023
- Offered personalized solutions based on customer's needs and budget.
- Maintained professional demeanor and warm approach during hectic periods such as launch, back to school and holiday seasons.
- Solved intricate problems regarding EasyPay processes and phone activations when others did not know how.
Business Expert Experience
Apple
03.2022 - 09.2022
- Analyzed areas of improvement for store's business engagement and spearheaded an actionable plan.
- Facilitated multiple download and emailed tips pages, feedback and recognition to team surrounding Business at Apple
- Collaborated with Genius Bar and Product Zone to create tailored strategies for procuring quality business introductions.
- Shadowed Business Pro on briefings and followed up with business leads.
- Greatly contributed to store improving intros per 1000 by 12.5%, ranking the team #1 in Upper New England.
Education
High School Diploma -
Greenfield Commonwealth Virtual School
Greenfield, MA06.2018
Skills
- Constantly takes the initiative to deepen knowledge of Apple's hardware, software, and services
- Excited to overcome intricate obstacles
- Warm and empathetic
- Consistently mentors team to drive engagement and results
- Leverages resources to find the best solution while being efficient and adaptable
- Active listener and communicates clearly
- Adept at repairing iPhones with little to no mistakes
Timeline
Technical Expert
Apple
01.2024 - Current
Technical Specialist
Apple
04.2023 - 01.2024
Business Expert Experience
Apple
03.2022 - 09.2022
Specialist
Apple
10.2019 - 04.2023
High School Diploma -
Greenfield Commonwealth Virtual School
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