Istanbul, Istanbul, Türkiye
Passionate and experienced about team building, valuing differences and being able to approach these differences appropriately, service and sales team performance and development, dealing with complexity, coaching team members on behavioral and educational opportunities, working in collaboration with operational leaders to create great customer experience, successful in analyzing system data in sales and service and have high experience in daily operation planning of large teams.
• Responsible from over 70+ team members in daily operation, working in the busiest store in Turkey, daily welcoming more than 5.000 customers. 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. • Assisting and empowering the technical support team to resolve software and hardware issues, and relaying critical issues to Apple engineers. • Overseeing resource management, anticipating and adjusting daily priorities to maintain customer service excellence. • Developing strategies to drive human connection, same day help, and timely repairs with the technical support team. • Adapting communication methods to a complex audience with many learning styles. • Delivering feedback to the technical support team based on observing customer interactions, repairs, and customer reviews. • Regularly analyzing metrics using Tableau dashboards to assess and understand performance and provide recommendations for improvement to the senior leadership team. • Successfully managing customer complaints and queries through to resolution, rebuilding relationships and trust whilst ensuring productive feedback to contribute to continuous improvement within products and services. • Experienced in de-escalating conflict amongst peers and colleagues. • Address the operational needs of the store, including, but not limited to, opening/closing procedures, cash management, overrides, visual standards, urgent maintenance issues, and Loss Prevention partnership. • Fulfill the responsibilities of the Support role in alignment with Apple’s policies and procedures.
• I managed the Genius Bar operation setup and testing all systems before the opening of Apple Battersea in the UK and the 3rd Apple Store in Turkey and made it ready for our customers. • To be leader for creating one team approach to the our customers. • Creating the customer journey for Genius Bar with the New Store Leadership. • Teaching and sharing best practices for Support Insight metrics to Leadership. • Coaching to the team about Genius Bar process and guidelines. • Maintaining current standards in your home store and market.
• 40 service team field plan responsibility outside of Istanbul. • Management of after-sales installation and service needs.
• Completing all testing produced computers.