John Finley

Experience

• 

  Apple

  Oct 2013 - Jul 2024

  Leads team of 45 technicians to achieve company goals and priorities by ensuring technicians maintain Apple’s customer service and repair standards.Identifies training opportunities by providing consistent feedback to support growth and development of technicians through creating and supporting structured development of technicians. Addresses customer service escalations and makes partners where necessary to ensure concerns are handled as efficiently as possible. Analyzes metrics and trends collaborating with Support manager to develop action plan to meet quarterly goals.Led campaign over 3 months to raise team repair quality resulting in a 10 point increase for a 97% repair accuracy and lowering point of sale exceptions by 7 points to 3% Show less Apple Certified Mac TechnicianTroubleshoot, diagnose, and resolve comprehensive technical problems for all products and their accompanying software, including iOS devices and Macs.Explain where technical issues may originate as a result of having extensive knowledge of hardware and software components.Mentor others on technical knowledge and soft skills to support development. Focus on spreading Apple culture and knowledge throughout Genius Bar team. Maintained 100 Net Promoter score from 2017-2019 Show less

  • Lead Genius

    Jan 2019 - Jul 2024

  • Genius

    Jan 2016 - Jan 2019

  • Technical Specialist

    Oct 2013 - Jan 2016
• 

  Stand Together

  Jul 2024 - now

  Executive Deskside Support Specialist