Apple Retail
Technical Expert · 2019–22
I worked Genius Bar appointments and sales at Apple Retail from 2019 to 2022. I reached the highest appointment volume with a 100% net promoter score within three months, built a training plan for a new team, and lifted trade-ins 40% in a month.
Team. Grady worked within an Apple Retail store team; the trade-in lift came from team discussions he started.
100%
net promoter score
100% NPS at the highest volume
The highest appointment volume with a 100% net promoter score within three months.
I asked for feedback constantly and acted on it. Within three months I had the highest appointment volume with a 100% net promoter score.
100%
net promoter score
Training a new team
A training plan for a new team that improved customer satisfaction.
I developed a training plan for a new team, built around mentorship and goal-setting. Customer satisfaction (NPS) improved.
+40% trade-ins in a month
Cross-functional discussions clarified customer value and lifted trade-ins.
I started cross-functional team discussions about why trading in a device is worth it for the customer. Once the team understood the value, trade-in rates rose 40% within a month.
+40%
trade-ins in a month
Customer empathy under pressure
Genius Bar and sales work: conflict, quick decisions, tight timelines.
At the Genius Bar and on the sales floor, I repaired relationships with customers while solving their problems.
The work meant multitasking, managing conflict, making quick decisions on tight timelines, and mentoring teammates.