Creative Pro at Apple
2014 - Now
Creative Pro at Apple | 2019 - Now
In my role as a Creative Pro at Apple, my primary focus has been on elevating the customer experience through expertly crafted Today at Apple sessions. Collaborating closely with the leadership team, I've played a crucial role in planning and executing session schedules and ensuring seamless team coordination. My efforts have been vital in maintaining our store's reputation as a leader in customer satisfaction, as evidenced by the numerous customer experience awards we've received.
Going above and beyond the typical responsibilities, I actively sought opportunities to expand my knowledge and impact. During the lockdown, I pioneered novel engagement strategies for the team, incorporating gamification and blended learning techniques to keep everyone connected and prepared for our return. My initiatives in enhancing team engagement and readiness significantly contributed to the smooth transition back to normal operations.
Upon our return, I was entrusted with leading the customer experience across various models of store operations. This responsibility was a stepping stone to my subsequent role as Training Lead. In addition, I continuously sought to bridge gaps between our retail environment and corporate colleagues, addressing market-specific issues in iOS and internal systems. My proactive approach led to instrumental fixes and improvements.
A highlight of my tenure was participating in a collaborative project with Brazil's Head of iPhone Marketing. We brainstormed future iOS changes, and I contributed an idea for a 'secure mode' feature for iPhones along with other colleagues, addressing theft concerns. This idea has recently been introduced in the latest iOS 17.3 beta software, as the "Stolen Device Protection" feature – a milestone I regard with immense pride.
As a Jack of all trades at the intersection of technology and liberal arts, my constant goal has been to discover and implement what's best for our users, wherever and however that may be.
Training Lead | Jun 2021 - Dec 2021
As a Training Lead, I navigated the complexities of a major product launch amidst a challenging transition from remote to on-site work. I developed and implemented strategic training protocols, ensuring both team safety and customer satisfaction. My hands-on approach in mentoring new trainers fostered a culture of excellence and contributed to our store's top customer NPS scores.
Retail Interactive Technologies Mentor | 2016 - 2020
In my role as a Retail Interactive Technologies Mentor, I contributed to various projects, including the installation and support of São Paulo's store video wall. My leadership in numerous launches ensured the success of our retail teams, elevating the technology experience for customers across Brazil.
Creative | 2017-2019
As a Creative, I focused on delivering high-quality customer sessions, leading to our store achieving one of the highest customer experience scores. I developed strategies and tools to enhance session quality, contributing to our store's esteemed ranking globally in the Today at Apple experiences.
In-Store Guest Trainer | 2015 - 2016
As an In-Store Guest Trainer at Apple, my role encompassed a wide array of training responsibilities. I led the training of our entire store team, ensuring each member was well-versed in Apple's products and service standards.
A highlight of this tenure was the unique launch of the Apple Watch. I trained the team on the nuances of customer interaction for this specific product, including etiquette for trying on the watch and guiding customers through their journey. This role was pivotal in equipping the team with the skills and knowledge to provide exceptional customer experiences during one of Apple's most innovative product launches.
Specialist | 2014 - 2017
Initiating my career as a Specialist at Apple, I was instrumental in the launch of the inaugural Latin American store. I progressed to train recruits, capitalizing on my customer service prowess and product knowledge. My participation in the introduction training for the Apple Watch in Brazil denoted a major stride towards broadening our market presence.
