Vancouver, British Columbia, Canada
I'm Hana Ito Engineering Chief of Staff with a strong background in the technology industry. Currently, I’m managing daily operations, strategic planning, and engineering projects. I've also played a crucial role in hiring and revamping processes, ensuring our team's growth and success. I possess a diverse skill set, including project management, stakeholder management, event planning, organizational management and design, leadership, communication, and interpersonal skills. I excel at optimizing team productivity and delivering results. Feel free to connect with me to discuss how my experience can benefit your organization or to share industry insights and best practices. Let's collaborate! 🚀
ARON Industries is the family office of Andrea Thomas Hill and Brian Hill, the founder and CEO of Aritzia Inc. We manage the family’s investment portfolio, charitable giving initiatives and special projects. https://www.aronindustries.com
• Leading a team of 60+ technicians and administrators towards a common goal of delivering world-class customer experiences • Monitor and analyze key metrics to ensure providing world class service • Responsible for the on-boarding and training of all new team members • Continuous update the team new procedures, policies, and repair strategies to maintain Apple standards • Addresses all customer concerns in a timely, compassionate manner - in person, over the phone and via email • Oversee/adjust staff schedule in the moment to support the team and to meet the needs of the business • Consistently seeks to improve team results - customer ratings, session metrics, repair quality • Generate and communicate weekly reports consisting of relevant Genius Bar metrics to understand business trends • Find one-on-one time with individual team members to provide recognition and feedback • Encourage dialogue within the team through facilitation of Roundtable Discussions and huddles • Work close with Leadership team to help adopt and implement new Apple wide initiatives with Genius Bar Team
• Maintain customers’ trust in Apple as the skilled expert, troubleshooting and repairing products. • Utilize problem-solving and people skills to assure Genius Bar customers of swift resolutions to their technical problems. • Educating team members about products, while independently keeping own technical know-how up to date. • Brilliant customer service and empathetic nature, provide Genius advice and support every day.
• Responsible for leading newly hired employee training. • Analyze trends by dissecting customer feedback and crafted + facilitated training based on areas of opportunity which resulted in 20% increase in NPS points • Provide feedback to Corporate regarding the training materials and design