Esra Caglayan

Experience

• 

  The Mac Store

  Oct 2007 - Aug 2008

  Sales Representative

  I was one of the Sales Representatives at the Seattle Mac Store, responsible for informing our customers about not just the Apple branded hardware we sold but also about our third party accessories and hardware. Additionally I also helped at our Service desk where we would help customers with Service needs for their Apple hardware - be it readying a device for check in, checking in the device for repair or checking out the device back to the customer and the administrative tasks that went with this. Show less

• 

  Apple

  Apr 2010 - May 2010

  User Interface Tester - French Localization

  I was part of a team that was responsible for testing out what was at the time upcoming software which was to be used in the stores by our Genius and Family Room Specialists. I was tasked with testing the French localization of the program.

• 

  Apple

  Jan 2014 - Aug 2015

  As a Mac Genius, one big responsibility I have is to repair the relationship we have with our customers. On multiple occasions I’ve found my foreign language knowledge useful for facilitating the appointment. - Found creative solutions for many problems we face during the both at the Bar and in general, both for hardware issues, software issues as well as usage issues - When necessary, helped the business by taking on the Genius Admin tasks which included contacting customer about their repairs, handling repair parts and their inventory - Completed multiple appointments in French and even more in Turkish Show less I was the primary trainer for the Genius and Family Room Specialists of our Turkish stores. This involved not just actually training the students on how to service our computers and mobile hardware but also how to troubleshoot software, environmental or usage issues. It also included teaching the particulars of customer service as it is at the Genius Bar in an Apple Retail Store. As a Guest Trainer I was also responsible for going over the translated versions of our training material and exams which frequently changed with new hardware and software releases. Show less

  • Mac Genius

    Aug 2008 - Aug 2015

  • Guest Genius Trainer - Turkish Language

    Jan 2014 - Mar 2015
• 

  Amazon

  Aug 2015 - now

  • Global IT Technical Writer

    Dec 2016 - now

  • IT Support Engineer

    Aug 2015 - Dec 2016