Erin Lana: Administrator/Technician in San Marcos, CA

Recruited by owner to support this growing company’s need for operational infrastructure and customer relations. ** Helped bring in new business, with 85% of retail traffic now coming from referrals based on trusted relationships with my former Apple coworkers. ** Created policies/protocols and a project-management approach that improved repair turnaround times and customer satisfaction. ** Work with Apple for compliance with Authorized Service Provider processes, invoicing, and documentation. Advise customers on repairs, upgrades, data recovery, and technology purchases. Customer Testimonial: “I’d pulled my hair out for months with calls to Apple Care and trips to the Genius Bar, with no resolution, but then I found Erin. She asked me one simple question that solved all the issues with my computer. Her upbeat attitude and attentive follow-up was a breath of fresh air.” Susan W., Customer

Promoted from Concierge to Genius Administrator, with promotion to a larger store in minimal time. ** Managed repair facility that handles thousands of repairs weekly. Prioritized repairs, allocated parts, and upgraded backend area to improve access to/safety of computers. ** Supervised 25 Apple technicians: scheduled staff to meet peak-hour needs, paired customers with appropriate Genius, and minimized customer wait time. ** First Genius Administrator in store’s history to attend 3-week Apple Certified Mac Technician training. Without prior technical training, graduated with a solid understanding of iOS devices, enabling me to better troubleshoot and present viable options for customers’ needs and serve as a resource to technicians, fellow employees, and managers. Manager Testimonial: “Erin has a drive to ensure all of our customers are completely taken care of…” Jason Ash, Senior Manager

• Coached swim teams, including one that won 1st place at State level—a first in the team’s history. Parent Testimonial: “My husband and I will be forever grateful for Erin’s influence on our kids’ lives … she went above and beyond teaching the fundamentals of the sport, and also incorporated lessons on sportsmanship, respect, discipline, and more – lessons that carried over to all aspects of their lives.” Shelley Barnes, Parent