Scott Roberts

As a Senior Customer Service Specialist, I provided extraordinary phone support to Apple customers. Customer interactions included order status questions, changes to orders placed online, shipping or payment issues. As a top performer I am knowledgeable about Apple service procedures and policies, and am able to communicate effectively and provide appropriate recommendations to customers depending on their needs. I am proficient in Apple online tools such as Toolbox and Toolkit, SAP, and Apple online store and payment management software.

As Customer Experience Support Leader my role was to support the overall experience for customers journey within the Apple Store from start to finish during iPhone 11 product launch. The role directly impacts supporting all areas of the business from sales, consumer repair, operations, and employee support. General zoning and break management, supporting and resolving customer issues and providing solutions to resolve issues, managing on-time sessions in the Genius Bar and repair turn around time, manage a sales queue during a major product launch, and making key decisions to ensure customers are assisted in a timely fashion while maintains a high level of efficiency and customer satisfaction based on Net Promoter Score index.

Recruited to manage the sales, merchandising, and operations of an $11 million Apple Shop within a flagship Best Buy location. Grow YoY sales and product attachment, train and manage an ‘Apple Expert’ team of 3-5, conduct formal trainings for 5-40 employees in the San Diego, Arizona, Orange County market. Consistently setting the standard for Apple’s unique style of service through words and action in a highly competitive sales environment. - Increased Sales from $8 Million to $11 within 3 years, Exceeding Quota by 4% in 2015, 7% in 2016 in a declining PC/Phone/Tablet market. - Consistently top 3rd sales out of 600 Apple Shop locations in the US. - Introduced new product lines including iPhone, Beats, iPad, and Mac. Introduced new product category Apple Watch achieved top 10%

Recruited to join a sales team and become part of the face and the heart of the Apple Store experience. Displayed leadership in sales, product knowledge, and customer/business solutions for small businesses. Met and exceeded sales goals on a consistent basis. Conducted customer workshops, trained and lead a diverse staff of 30-70 employees. Established relationships with small business customers, offering long-term solutions and acted as point of contact for Apple business accounts within the store. - Consistent top 10% sales performer in the Orange County/Inland Empire market, top quartile sales performer out of 400 US Apple stores for FY2011-2013. - Was chosen from 140 employees for a ‘Leadership Career Experience’ to lead an Apple Store during peak holiday sales traffic. - Led market-wide employee trainings on Customer Experience, Sales Attachments, and Business Connections. - Led store and region in new business customer leads

Created business plans to achieve daily, quarterly, and yearly sales goals. In charge of hiring, position changes/promotions, suspensions, and terminations. Oversaw maintenance and merchandising of sales floor and warehouse. Managed operations, daily register balance, and bank drops. Maintained floor/dept. schedules & duties, merchandised elements such as store front, product flow, and floor product assortment. - Increased YoY UPT from 1.8 to 2.3 through register attachment training and better product knowledge. - Restaffed a sales and warehouse team after a store reorganization, trained on selling skills and set daily, weekly, and monthly sales associate goals. - Implement WHSE management strategies to increase ‘door to floor’ product flow and decrease WHSE shrink.

Core responsibilities were maintaining a warehouse/sales environment for a Gaming/Collectable B2B company. Responsible for customer service both in location and on the phone, reordering product and updating online stock quantities. Responsible for timely order processing and shipping of orders through FedEx, UPS, USPS, and Forex shipping services. Maintained a clean and orderly warehouse and trained a small staff on warehouse management. Impact and Results Achieved top sales/fastest order fulfillment Summer 2009

Recruited as a Sales Supervisor. Delivered on all aspects of the sales experience within department through all touch points of Best Buy inside and outside of store (eg. Online, Services, Delivery/Installation, Solutions etc.). Drove positive outcomes of key sales indicators within department in support of Revenue, Margin, and NOP goals. Integrated partnerships and 3rd party programs specific to sales, training, and customer facing initiatives to ensure seamless experience. Engaged customers using selling skills to build complex, connected solutions while maintaining a balance of high velocity and high service. Lead by motivating, coaching, recognizing, and performance managing employees to reach their full potential. Resolved complex customer issues. - Top Quarter sales FY2006-2008, Number 1 in sales in OC Markets QTR 4 2006 - QTR 1 2008.

Recruited to join a store that had recently been reorganized. Partnered with Manager to ensure that store met Sales Plan and/or Comp sales. Assisted in managing store shrink within Company guidelines. Provided clear and effective communication with the team in the absence of the Manager. Ensured proper training and development of 15 sales associates. - Increased store UPT from 1.3 to 2.2 - Decreased store shrink from 1.24 to .97

Responsible for daily coaching and training of all employees around Operations levers (service plans, financial services, etc.). Managed a team of 16 cashiers and customer service counter representatives. Assisted with department development, planning and performance management, including department assessments. As the Front End Leader/Manager On Duty, was called upon to find solutions to escalated customer situations and provide positive outcomes and experiences for both the business and the customer, as well as ensuring productivity from associates and following up on performance throughout the day. Responsible for completion of daily administrative paperwork and opening and closing duties, including cash and check deposits, as well as the store operating fund. Headed the store’s employee involvement/improvement committee and worked with the Management Team on Community Outreach.