Kallie Hovatter

Eaton Centre Toronto, Canada

Led in Canada’s highest-volume Apple Store, driving excellence across the entire Product Zone team. Championed a culture of accountability, collaboration, and high standards—fueling both team performance and customer experience.

• Led the Product Zone to an “Exceeds Expectations” rating across all business areas within one quarter, through focused leadership and strong team alignment.
• Played a key role in elevating the store’s overall ranking from #28 to the top 20 in the national Store Trends Report—also achieved in a single quarter.
• Leveraged coaching tools to build ownership, shift behaviors, and deepen customer connection.
• Built a culture grounded in trust, accountability, and shared purpose, empowering the team to deliver measurable improvements and sustained success.

• Cultivated an inclusive and engaging workplace culture while driving initiatives to improve team performance and leadership development. By implementing innovative tools and strategies, I ensured Apple’s core values and supported the growth and success of our team.
• Supported our store availability strategy, leading efforts to move engagement from less than 50% to over 90% with preferred availability, significantly improving team work-life balance.
• Innovated an observational behavioural tracker to monitor employee and management behaviour, driving measurable improvements in team performance and culture.
• Facilitated quarterly calibration sessions to assess team performance, readiness for growth, and succession planning with individualized development plans.
• Assisted our leaders in driving performance management, coaching, & development strategies across our store.

• Focused on strategies that empowered our Forum team to take their passions to places they never thought possible, which, in turn transformed our customers from dreamers into doers. Ensured our store’s programming aligned with the Today at Apple vision & the needs of our community.
• Coordinated and executed a wide range of interactive events and workshops, driving community engagement and brand loyalty.
• Collaborated with our PPO teams to deliver programming our community demands.
• Achieved top 5 in the GEO in total session attendance for consecutive quarters.
• Increased and improved Genius Bar awareness of Today at Apple to be the highest in the New South Wales Market.
• Received positive feedback from our market for consistently exceeding session participation targets.

• Coached, modelled, and inspired team to deliver world-class customer service. Utilized Feedback at Apple, Coaching at Apple, and GROW On-The-Go to help the store meet its ownership goals and achieve success in our storewide inventory strategies & processes.
• Oversaw day-to-day store operations, optimizing processes to improve efficiency and deliver a high customer satisfaction score.
• Collaborated with cross-functional teams to ensure seamless execution of product launches and promotions.
• Improved our APU journey to ensure a seamless and efficient customer experience.
• Led and motivated our Operations Leads and Experts through provided training to enhance their performance.

• Shared vision and strategy with our store team to motivate them to action. Accomplished company results by leveraging priorities, seasonal trends, and performance metrics.
• Elevated our store business engagement to 50%. Spearheaded efforts to optimize connected iPhone, propelling our store to become the leader in the New South Wales Market.
• Consistently delivered great customer experience. Taking ownership of the Expert and Pro team. Developing talents to elevated roles and experiences.
• Recognized for contributing to the best Shopping experience in the New South Wales Market.
• Supported the leadership team in developing processes and strategies for our key priorities.

• Managed the Flagship Genius Bar Operations, leading a team to provide human connection, same day help, and timely repairs for our customers who come to us for help with their Apple products.

• Infused and presented Apple’s credo and core values to new company hires across Australia.

• Instilled in the team the core beliefs and Apple’s foundational excellence to prepare a new team of 150 employees to successfully open Sydney’s ninth Apple Store.

• Exceeded company goals with a consistently high Net Promoter Score.

• Led the store team with the highest sessions delivered with a focus on Net Promoter results.

• Crabtree Valley, Streets of South Point. Supported my team members in implementing multiple ways of achieving tasks while exceeding customer expectations.