Dolly Sachdev
Birstall, Charnwood,England
Summary
Dynamic and results-driven professional with extensive experience in technical support, business account management, and team development within fast-paced retail environments. Proven ability to diagnose and resolve complex technical issues, deliver strategic business solutions, and mentor teams to drive performance and customer satisfaction. Adept at simplifying intricate IT concepts, enhancing operational efficiency through data-driven decision-making, and fostering strong client relationships. Recognised for cross-functional collaboration, and continuous process improvement, with a strong commitment to innovation, inclusivity, and professional growth.
Overview
9
9
years of professional experience
Work history
Technical Expert
Apple
Leicester
01.2021 - 03.2025
- Served as a subject matter expert and store mentor, providing hands-on coaching and shadowing opportunities to reinforce learned behaviour, ensuring adherence to Apple's service standards and protocols
- Diagnosed, troubleshot and repaired an extensive range of iOS devices, utilising Apple's Knowledge base articles and advanced diagnostic tools to perform efficient, high quality repairs
- Simplified complex technical concepts and communicated solutions to customers in a clear, user-friendly manner, leveraging in-depth expertise in Apple hardware and software to provide exceptional customer service experience
- Consistently achieved and maintained outstanding Net Promoter Score results (ending at 93% prior quarter and 95% current quarter) by communicating effectively with a wide range of customers. Demonstrating the ability to handle challenging interactions professionally and de-escalate situations without the need for further intervention
- Maintained 100% Same Unit Repair (SUR), handling complex repairs efficiently in a fast-paced high-pressure environment with effective time management skills
- Successfully led 'Business Introduction Battle' incentive by aligning Apple’s core priorities with a competitive yet inclusive team dynamic. This approach drove a 25% year-over-year increase in Genius Bar engagement while enhancing overall team performance.
New Store Opening (NSO) Support
Apple
Manchester
02.2025 - 02.2025
- Played an integral role in the successful launch of the Manchester Trafford Centre store, contributing to business growth and customer engagement
- Proactively networked with teams across the UK to create excitement around new product launches and enhance customer adoption
- Built strong relationships within a new team, fostering collaboration to achieve shared objectives and deliver exceptional results
Business Expert Career Experience
Apple
10.2023 - 02.2024
- Introduce Apple Solutions, technology and services to business customers, both new and existing, by understanding their unique needs and offering tailored solutions to fit the customers requirements
- Proactively generate and qualify leads through phone interactions, in-store briefings and events, effectively building relationships and expanding the customer base
- Collaborate with the business team to develop and present proposals for complex customer needs, ensuring optimal solutions that align with business objectives
Training Lead Career Experience
Apple
06.2021 - 01.2022
- Collaborated with business functions to identify training needs and implement targeted improvements
- Designed and facilitated training activities and education resources for team use in store and those isolating at home during the Covid 19 pandemic
- Assessed team and individual progress, customising content and presentation styles to meet their specific needs
- Researched and integrated new training approaches and techniques to enhance learning outcomes
Learning Support Assistant
Bishop Ellis Catholic School
Leicester
09.2017 - 08.2018
- Modified resources and content as suggested and advised by the SENCO, and to maintain an inclusive learning environment across the whole school
- Aided in the learning experience of the pupil by providing modified materials as required e.g worksheets, games or visual prompt cards
Merchandising Assistant
Debenhams
London
02.2016 - 03.2017
- Forecasting sales and stock levels to achieve sales plans and margin/profit targets for the Ted Baker Kids Department.
- Monitored the departments performance and identified opportunities for growth as well as potential risk factors
- Utilised specialised software and developed skills in Excel to present accurate data to Heads of and Directors and support operational decisions
Education
Bachelor of Arts - English Literature
De Montfort University
Leicester 09/2013 - 05/2016
Skills
- Leadership
- Team building
- Public speaking
- Problem-solving
- Active learner
- Exceptional decision making
References
References available upon request.
Timeline
New Store Opening (NSO) Support
Apple
02.2025 - 02.2025
Business Expert Career Experience
Apple
10.2023 - 02.2024
Training Lead Career Experience
Apple
06.2021 - 01.2022
Technical Expert
Apple
01.2021 - 03.2025
Learning Support Assistant
Bishop Ellis Catholic School
09.2017 - 08.2018
Merchandising Assistant
Debenhams
02.2016 - 03.2017
Bachelor of Arts - English Literature
De Montfort University
09/2013 - 05/2016
Similar Profiles
Shemeka GloverShemeka Glover
Technical Support Representative at AppleTechnical Support Representative at Apple
Kaiden EarlKaiden Earl
Technical Specialist at AppleTechnical Specialist at Apple
Mark SnowMark Snow
Senior Hardware Secrecy Specialist at AppleSenior Hardware Secrecy Specialist at Apple
MARIAM WILLIAMSMARIAM WILLIAMS
Bank Advisor at AppleBank Advisor at Apple
Daniel FergusDaniel Fergus
Store Manager at Tread Group Pty. Ltd. (Bridgestone BSelect Franchise)Store Manager at Tread Group Pty. Ltd. (Bridgestone BSelect Franchise)