Spearheaded the establishment of the U.S. Innovation Lab at Back Market, driving adoption of best quality practices across 1,000+ domestic and global sellers.
Designed and implemented various software and hardware solutions that significantly improved seller capabilities and quality on the Back Market platform, resulting in a minimum 20% decrease in overall defective issues year over year.
Offered direct, hands on support to over 25 top sellers on the Back Market platform to drive operational excellence on warehouse management, quality repair and refurbishing and customer service.
Utilized technical skills to troubleshoot and resolve complex customer issues, resulting in a 15% improvement in customer satisfaction ratings.
Pioneered and supervised the inaugural Back Market U.S. intern program, providing mentorship to multiple interns.
Led a team of 150+ technicians, resulting in seamless solution development and superior customer service to thousands of people weekly.
Implemented process improvements that reduced timelines while improving session performance for Genius Bar technicians in order to offer repair turn around times under 2 hours.
Selected for three out-of-role corporate work experiences due to exceptional performance and commitment to continuous personal improvement through educational and certification opportunities.
Provided efficient and thorough frontline support to internal contacts, resolving 90% of inquiries on first contact and maintaining a satisfaction rating of 95% or higher through effective troubleshooting and timely escalation of complex issues.
Recorded, converted, uploaded, and managed new Interactive Voice Response (IVR) prompts and hold music.
Developed onboarding documentation to ensure continued onboarding success in the future given the uncertain circumstances due to the global pandemic.
Hand-picked for an out-of-role position during COVID-19 to stabilized operations.
Led cross-functional teams to successfully deliver multiple end-to-end product releases for Genius Bar internal applications: MobileGenius and Repair Central.
Prepared end-to-end test script development, bug reporting, and prioritization for UAT and Production Validation Testing, resulting in a 20% increase in test coverage.
Developed comprehensive documentation and Keynote presentations to communicate roll-out changes, resulting in increased understanding and informed decision making for Genius Bar staff and managers.
Leveraged technical expertise to collaborate with teams and deliver high-quality software solutions on time.
Translated across design and development languages to communicate with cross-functional teams.
Conceptualized visual design for both internal and customer-facing iOS applications, developing prototypes for use by managers, developers, and executives.
Created visual design for the initial version of the Apple Store App for iPad.
Adapted on-the-fly to a brand-new design language introduced with iOS 7 - skeuomorphic to flat design