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I am a sales and IT support leader with over four years of experience at Apple Retail. I am passionate about driving individual and team results, exceeding expectations, and delivering exceptional customer experiences through hands-on technical support and clear, user-friendly communication. I thrive in fast-paced environments, mentor peers to share knowledge, and continually learn about the latest tech to improve efficiency and outcomes. I enjoy turning complex issues into simple solutions and helping teams achieve their store goals.…I am a sales and IT support leader with over four years of experience at Apple Retail. I am passionate about driving individual and team results, exceeding expectations, and delivering exceptional customer experiences through hands-on technical support and clear, user-friendly communication. I thrive in fast-paced environments, mentor peers to share knowledge, and continually learn about the latest tech to improve efficiency and outcomes. I enjoy turning complex issues into simple solutions and helping teams achieve their store goals.

Armando Morales-Pires

Project Manager, Product Designer, Graphic Designer, +2

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I am a sales and IT support leader with over four years of experience at Apple Retail. I am passionate about driving individual and team results, exceeding expectations, and delivering exceptional customer experiences through hands-on technical support and clear, user-friendly communication. I thrive in fast-paced environments, mentor peers to share knowledge, and continually learn about the latest tech to improve efficiency and outcomes. I enjoy turning complex issues into simple solutions and helping teams achieve their store goals.…I am a sales and IT support leader with over four years of experience at Apple Retail. I am passionate about driving individual and team results, exceeding expectations, and delivering exceptional customer experiences through hands-on technical support and clear, user-friendly communication. I thrive in fast-paced environments, mentor peers to share knowledge, and continually learn about the latest tech to improve efficiency and outcomes. I enjoy turning complex issues into simple solutions and helping teams achieve their store goals.

Available to hire

I am a sales and IT support leader with over four years of experience at Apple Retail. I am passionate about driving individual and team results, exceeding expectations, and delivering exceptional customer experiences through hands-on technical support and clear, user-friendly communication.

I thrive in fast-paced environments, mentor peers to share knowledge, and continually learn about the latest tech to improve efficiency and outcomes. I enjoy turning complex issues into simple solutions and helping teams achieve their store goals.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

DaVinci Resolve Studio

Intermediate

GIMP

Intermediate

Language

English

Fluent

Spanish; Castilian

Fluent

Portuguese

Fluent

French

Advanced

Work Experience

Genius - Senior Technical Support at Apple

May 1, 2023 - Present

Provide hands-on technical support, diagnose and resolve product issues across Apple devices; consistently awarded quarterly rewards for exceeding KPIs in converting business introductions (70%), customer satisfaction (95% NPS), and revenue goals. Led Genius Bar to be #1 in Canada for the preceding three quarters. Thrive in a fast-paced environment, supporting multiple customers and repairs with courtesy and professionalism; communicate effectively and tailor communication style to customers; track interactions to maintain accurate service histories.

Sales Team Lead at Apple

December 1, 2023 - July 1, 2024

Led and aligned store employees around performance goals to drive Apple’s priorities; under my supervision the sales team was awarded most improved NPS score & customer experience in Canada. Implemented technical expertise into sales specialist flow to drive revenue and warranty sales. Conducted training presentations for sales team on products & resources to deliver exceptional experiences.

Technical Specialist at Apple

September 1, 2021 - April 1, 2023

Provided sales and tech support on Apple devices to customers in a fast-paced environment. Led Genius Bar results in customer satisfaction and converting customers into new purchases. Facilitated educational training and mentored senior peers on best practices when positioning new purchases to exceed quarterly KPI’s.

Aquatic Manager & Lifesaving Instructor at City of Toronto

November 1, 2017 - September 1, 2022

Responsible for on-site programming and operations of 3 community centre pools. Conducted seasonal and annual lifesaving certifications for the Aquatics division of North York. Led and instructed lifesaving programming and safety certifications (First Aid w/ CPR-C). Prevented hazards and responded to emergencies across various community centres.