Experience

• 

  Apple

  Aug 2023 - now

  - Trained and mentored new hires on technical problem-solving, customer service workflows, and how to explain complex terms in simple terminology.- Maintained a strong track record of exceeding performance metrics, including customer satisfaction scores, sales, and resolution time.- Received recognition in the NY upstate market for Apple as one of the top members of the Genius Bar due to my metrics. - Consistently exceeded sales targets through personalized product recommendations.- Assisted in onboarding and coaching new team members in product knowledge and customer experience standards.- Partnered with other departments to enhance the in-store and post-purchase experience.

  • Technical Specialist

    May 2024 - now

  • Product Specialist

    Aug 2023 - May 2024
• 

  Nys office of information technology services

  May 2024 - Sept 2024

  Enterprise risk management assistant

  - Assessed risks across departments and identified cybersecurity vulnerabilities.- Created reports and recommendations with a team to improve security across all departments.- Supported development of policies, standards, and procedures documents.