Preena Bhakta

Experience

• 

  Apple

  Feb 2018 - Jul 2018

  Technical Expert

  •Conducted a thorough diagnosis on all mobile devices to isolate software and hardware issues.•Led customer interactions with empathy when technology is not working as expected and explained difficult technical problems in terms the customer understands. •Performed repairs on iPhones with accuracy and in a timely manner. •Mentored and enhanced the knowledge of Technical Specialists by collaborating with leads to create skills based trainings.•Met the demands of the customer as well as upheld company standards by multitasking with appointments. Show less

• 

  Apple

  Jun 2020 - now

  • Communicate company priorities to the Genius Bar team and motivate technicians to lead new trainings associated with the services and repair business.• Work in a flexible manner, often times solving multiple problems simultaneously and makeeffective decisions under pressure.• Delegate tasks to the team and adjust schedules to ensure completion of priority repairs.• Collaborate with the Support Experience Managers to develop strategies to meet demands forincreasing Genius Bar session availability and to reduce customer wait times for repairs.• Provide feedback to technicians based on their sessions, repair quality and Net Promoter scoresand coach opportunities to ensure growth. Show less

  • Lead Genius

    Mar 2022 - now

  • Genius

    Jul 2018 - Mar 2022

  • Quality Engineer

    Jun 2020 - Mar 2021