Aug 2025 – Dec 2025 · 4 mos

• Apple Hebbal Store Opening – Bengaluru, India | August – November, 2025
• Hand-selected to support the launch of Apple’s newest store in India as part of a strategic international assignment
• Acting as a cultural ambassador, helping to embed Apple’s retail ethos, customer experience standards, and Genius Bar best practices into a newly formed team
• Partnering with store leadership to mentor and coach new Geniuses and technical specialists, ensuring readiness for Day One operations and long-term success
• Facilitating-at-Apple hands-on training, and one-on-one development sessions, aligning with Apple’s global service model and customer obsession principles
• Contributing to team-building efforts and a successful grand opening, strengthening Apple’s brand presence in a growing market

Apr 2020 – Jun 2020 · 2 mos

• The At Home Advisor position is part of Apple Support, the group that provides excellent customer service, troubleshooting and technical support to Apple customers by phone, chat or email, responsible for answering customers’ questions — over the phone or via chat — about Apple products, services and accessories, including both software and hardware, using oral and written communication skills
• Supporting our customers during COVID-19 Isolation
• Member of the Pilot Program that rolled out successfully across Apple Retail UK; which resulted in successfully rolling out this program across all UK Apple Store staff, whilst in Lockdown, with staffing equivalent to a flagship store

Oct 2018 – Nov 2018 · 1 mo

• Led a multinational team in the design and execution of QA strategies, including detailed test planning, test case development, and documentation.
• Delivered critical software updates on accelerated timelines by coordinating cross-regional teams and aligning on international standards, language differences, and procedural nuances.
• Provided comprehensive quality assessments at key milestones, escalating issues effectively and guiding resolution paths.
• Collaborated with Retail and IS&T stakeholders to ensure system readiness and drive high-quality deployments worldwide.
• Mentored team members with an emphasis on accuracy, critical thinking, and leadership development.
• Competencies used in this Career Experience:
• Decision Quality, Dealing with Ambiguity, Planning, Drive for Results, Learning on the Fly, Written Communication, Peer Relationships

Aug 2017 – Mar 2018 · 7 mos

• During the renovation period of Apple Bluewater, I relocated to Apple Stratford City, where I collaborated closely with three support teams and leadership. This experience provided me with valuable opportunities for personal and professional development, allowing me to further enhance my skills and broaden my career scope, particularly in delivering exceptional customer experiences within a significant retail environment.

Aug 2016 – Aug 2016 · 0 mo

• Conducts in-depth testing of business-critical applications with a strong focus on employee experience, usability, and emerging features such as geo-localization.
• Partners closely with global retail and corporate teams to ensure a seamless, scalable deployment process across multiple iOS platforms worldwide.

Feb 2016 – Apr 2016 · 2 mos

• 3 month Career Experience supporting the introduction of Apple culture to stores in Greater China
• Gained invaluable knowledge, understanding & perspective of the Chinese consumer
• Supported two stores in Shenyang at local level

Jun 2009 – Jul 2009 · 1 mo

• Seconded as the last minute stand in as the hand model for the Spanish market shoot, during the summer project. Enjoyed two weeks of working for  Motion Graphics,  EMEIA Marcom, and Moving Brands studio. An outstanding group of Professionals to work with!

May 2005 – Present · 20 yrs 10 mos

• Lead a team of 50+ technicians and customer service staff, achieving a 15% increase YoY in customer satisfaction through optimised service processes and staff training programs
• Implemented process improvements based on weekly performance analysis, enhancing customer and team satisfaction
• Analyze weekly reports to identify performance trends, leading to actionable insights and improvements, including the Support Insights Tableau Dashboard (Genius Bar metrics), Repair Room Report, and Medallia NetPromoter System reporting to assess store performance and provide recommendations of areas of improvement to focus on with the leadership team.
• Attend events such as Support Insights calls, Support Connection sessions or Market Team meetings, where results, trends and ongoing initiatives are discussed.