Sonia Arruda
Mississauga,ON
Summary
Dynamic professional with a proven track record at Apple, excelling in workflow optimization and customer relationship building. Recognized for enhancing operational efficiency and fostering team collaboration, I implemented policies that boosted productivity and improved customer satisfaction. My strong problem-solving skills and attention to detail drive successful outcomes in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Genius Administrator
Apple
04.2014 - Current
- Plan and coordinate all end-to-end operational activities supporting the completion of repairs, including managing and tracking inventory and orders in partnership with the Operations team.
- Assist with customer service issues including the customer repair intake process, support in finding appropriate solutions, and managing the customer pickup process for all completed repairs.
- Provide peer feedback based on observations on the floor and in the Repair Room.
- Complete repair tasks as needed to support the Genius Bar team and customer demand. Understand the processes involved in troubleshooting, diagnosing, and resolving technical problems for all of our products.
- Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
- Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.
- Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.
- Demonstrate Apple’s values of inclusion and diversity in daily activities.
- Assisted in developing policies and procedures that improved organizational effectiveness within the workplace.
- Contributed to company growth by identifying areas of improvement within administrative processes, resulting in increased productivity levels.
- Improved workflow efficiency by reorganizing physical and digital filing systems for easy access and retrieval.
Merchandise Manager
Tommy Hilfiger
07.2006 - 06.2008
- Motivated and mentored merchandise team to achieve high performance and job satisfaction.
- Reviewed customer feedback to identify trends and improve product selection.
- Maintained updated product knowledge to successfully educate and advise customers.
- Championed a culture of continuous improvement within the team, promoting collaboration, feedback, and best practice sharing.
Education
Bachelor of Arts -
York University
05-2002
Skills
- Innovation management
- Customer relationship building
- Workflow optimization
- Teamwork and collaboration
- Time management
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Active listening
Languages
English
Full Professional
Portuguese
Full Professional
Timeline
Genius Administrator
Apple
04.2014 - Current
Merchandise Manager
Tommy Hilfiger
07.2006 - 06.2008
Bachelor of Arts -
York University
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