Summary
Overview
Work History
Education
Skills
Courses
Timeline
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Calvin D. Nichols

Chicago

Summary

Motivated technician with six years of experience with Apple products and services. Highly skilled technical professional with experience in troubleshooting, in-depth knowledge of technical equipment and software, and the ability to communicate technical information clearly to non-technical individuals. Proven track record of improving customer satisfaction and collective team success in previous roles.

Overview

5
5
years of professional experience

Work History

Technical Expert

Apple, Inc.
Chicago
11.2024 - Current
  • Assist in the repair and replacement of defective devices, maintaining a personal 98% same-unit repair quarterly success rate, with a team goal of 96%.
  • Manage a minimum of 3.1 customer appointments per hour, consistently meeting customer satisfaction ratings above 85%.
  • Discover potential enterprise needs of customers, and connect them to the Business Team, consistently exceeding quarterly team targets for business engagement and linked revenue.

Technical Specialist

Apple, Inc.
Skokie
06.2023 - 11.2024
  • Improved personal Genius Bar hourly sessions by 25% quarter-over-quarter by assisting an average of 3.3 customers per hour with troubleshooting various Apple products and services.
  • Innovate ways to expand the customer resource knowledge base by promoting online tools such as Apple support forums and in-store programs like Today at Apple, contributing to a 10% year-over-year improvement in the team customer survey score.
  • Offer a full assortment of solutions, including repairs, AppleCare, iCloud, and trade-in value towards new product ownership, resulting in a consistent personal customer survey score of 90/100.

Operations Specialist

Apple, Inc.
Skokie
12.2021 - 06.2023
  • Maintained at least a 98 percent quarterly inventory accuracy rate, reducing store shrinkage.
  • Received, labeled, and allocated an average of over 300 sellable products, replacement products, parts, and supplies into inventory daily.
  • Incorporated operational tools such as SAP and Rio to facilitate overnight merchandising changeovers as a member of the Visuals Team, efficiently preparing in-store assets, and allowing for more timely and concise workflows.

Agent-in-Charge

Curaleaf
Skokie
07.2020 - 10.2021
  • Trained and assisted over 50 product specialists with sales, promotions, cash management, and customer inquiries.
  • Received and stocked up to 1,000 pieces of new inventory during up to eight deliveries per week.
  • Processed an average of 10 digital intake forms for first-time customers per shift.

Education

Bachelor of Arts - Communication

University of Illinois at Chicago
Chicago, Illinois
08.2013

Skills

  • Cell phone repair
  • Apple Service Toolkit 2
  • Technical support
  • iOS
  • iCloud
  • Help Desk Support
  • Software troubleshooting
  • Hardware troubleshooting

Courses

  • Introduction to Cloud Computing
    IBM
    06/2024 - 09/2024
    Define cloud computing and explain essential characteristics, history, the business case for cloud, and the emerging technologies enabled by cloud.
  • AWS Cloud Practitioner Essentials
    Amazon Web Services
    09/2024 - 03/2025
    - AWS Cloud services and terminology.

Timeline

Technical Expert

Apple, Inc.
11.2024 - Current

Technical Specialist

Apple, Inc.
06.2023 - 11.2024

Operations Specialist

Apple, Inc.
12.2021 - 06.2023

Agent-in-Charge

Curaleaf
07.2020 - 10.2021

Bachelor of Arts - Communication

University of Illinois at Chicago

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Calvin D. Nichols