Khadijah Thomas

Experience

• 

  MetLife

  May 2013 - Aug 2013

  Intern - IT Tools

  - Understood and completed written goals and objectives provided by management - Documented requirements from customers to implement into Remedy tickets - Tested requirements in Remedy and communicated all necessary changes to the developer- Participated in daily scrum meetings- Observed the migration from Remedy to ServiceNow amongst the company - Experience with Clarity, Cognos, Remedy, and ServiceNow. - Used Microsoft Excel for reference and statistical needs.

• 

  Apple

  Nov 2013 - now

  Worked alongside the Support Experience Manager, I developed strategies to increase Genius Bar session availability, reduce customer wait times, and meet customer demand. I made sure that all services and repairs align with established procedures, and that Geniuses stay in sync with all AppleCare policies and procedures. I delivered feedback to Geniuses based on observing their sessions and reviewing Genius Room repairs and NetPromoter information. I addressed Genius customer service issues and work with management to make certain all customer concerns are addressed as quickly as possible. I led new training and initiatives associated with the services and repair business and provide training and feedback to store staff about Genius Bar operations. I identify training opportunities and build and support structured development for the Genius Bar Team. I collaborated with the Store Leader and Schedule Planner to oversee Genius Bar staffing and partner with the Support Experience Manager to ensure that the Genius team follows daily break and meal period policies. I led round-table discussions in partnership with Genius Bar Leadership and provide support for Genius interview tasks when requested by the Recruiting team. I stayed up to date on current promotions, store initiatives, policies, and procedures, assist with new store openings and maintain Apple standards at all times acknowledging customers promptly and following the APPLE Steps of Service. Show less iOS and macOS certified. Mobile Repair certified. Repairing devices under the required time constraints while maintaining a successful repair percentage above 93 percent. Explaining technical concepts in a relatable manner with patience and compassion. Determining the best course of action based on diagnostics, user experience, and company guidelines. Multi-tasking more than one customer while staying conscious of their time demands, as well as my own. Mentoring peers to ensure the quality of support is being maintained. Show less iOS and macOS certified. Mobile Repair certified. Repairing devices under the required time constraints while maintaining a successful repair percentage above 93 percent. Explaining technical concepts in a relatable manner with patience and compassion. Determining the best course of action based on diagnostics, user experience, and company guidelines. Multi-tasking more than one customer while staying conscious of their time demands, as well as my own. Mentoring peers to ensure the quality of support is being maintained. Show less

  • ASO Program Manager

    Apr 2023 - now

  • Lead Genius

    Jan 2022 - Apr 2023

  • Technical Expert

    Mar 2020 - Jan 2022

  • Creative Pro

    Jan 2019 - Mar 2020

  • Technical Expert

    Jan 2018 - Jan 2019

  • Technical Specialist

    Jun 2017 - Jan 2018

  • Specialist

    Nov 2013 - Jun 2017
• 

  MetLife

  May 2014 - Aug 2014

  Intern II - IT Tools

  - Understood and completed written goals and objectives provided by management - Documented requirements from customers to implement into Remedy tickets - Tested requirements in Remedy and communicated all necessary changes to the developer- Participated in daily scrum meetings- Observed the migration from Remedy to ServiceNow amongst the company - Experience with Clarity, Cognos, Remedy, and ServiceNow. - Used Microsoft Excel for reference and statistical needs.

• 

  Cisco

  Jul 2015 - Aug 2016

  - Converted marketing qualified leads (MQL) into sales qualified leads (SQL).- Documented successful leads within Microsoft Excel- Participated in building relationships between Cisco and their partners- Traveled to Toronto, Canada for face-to-face partner relationship building- Executed a group presentation viewed live within the company network - Obtained CCNA (Cisco Certified Networking Associate) certification within a six-week deadline- Passed additional technical assessments given by Cisco- Presented and passed three-month capstone presentation to Director of the Global Delivery Center- Conducted client bug scrubs and provided software recommendations- Researched and created customized white pages for Cisco equipment

  • Marketing & Communications Intern

    May 2016 - Aug 2016

  • Network Consulting Engineer (Intern)

    Jul 2015 - May 2016