Faye Thorley
Crookstown,Cork
Summary
Experienced Customer Operations and People Leader with 16 years’ experience across customer service, sales, logistics and credit control, including 10 years in leadership roles at Apple. Skilled in people leadership, data analysis, strategic planning, process improvement and stakeholder management, with experience working across diverse global teams. Customer-focused, adaptable and passionate about improving processes, empowering teams and delivering positive business and customer outcomes.
Overview
3
3
Languages
4
4
years of post-secondary education
15
15
years of professional experience
Work History
AppleCare Area Manager Partner Relations
Apple
Cork, Cork
05.2025 - Current
- Lead an organisation of ~110 employees supporting Apple Media products across EMEIA, with accountability for operational, quality and customer experience KPIs.
- Partner with AMR and JAPAC leadership to drive consistent global performance and operational excellence.
- Identify cost reduction and process improvement opportunities, including scalable self-service solutions for content providers.
- Lead metadata quality initiatives that improve storefront search, content discoverability and artist accessibility.
- Own staffing and capacity optimisation to balance demand, performance and operational cost.
- Present weekly KPI performance and quarterly business reviews to Director-level stakeholders, highlighting insights, risks and strategic opportunities.
AppleCare Area Manager Channel & Customer Service
Apple
Cork, Cork
11.2020 - 04.2025
- Led teams of up to 100+ employees and 10+ Subject Matter Experts across multilingual, multi-site EMEIA operations.
- Managed Team Managers, ICs and back-office support functions, ensuring operational performance, quality and resource optimisation.
- Drove continuous improvement initiatives focused on Customer Satisfaction, Average handling times, productivity and quality, translating strategic goals into operational execution.
- Led process, tool and workflow improvements across systems including Shipping Execution Management systems, CSM and SAP to improve efficiency and speed to proficiency.
- Managed EMEIA operational support resources, including governance and approval of new and additional work.
- Developed process documentation and onboarding frameworks to improve consistency and accelerate new-hire proficiency.
AppleCare Quality Program Manager
Apple
Cork, Cork
05.2024 - 10.2024
- Responsible for driving customer experience and quality excellence across AppleCare operations, partnering with Vendor support in Netherlands and Türkiye.
- Conducted quality reviews, contact trend analysis and customer journey mapping to identify improvement opportunities and critical focus areas.
- Presented quality insights, trends and improvement initiatives to senior Quality, Provider Operations and AppleCare leadership.
AppleCare Channel Service Support advisor
Apple
Cork, Cork
08.2013 - 11.2020
- Handled inbound calls to register AppleCare+ agreements and verify customer/device details.
- Processed product replacement orders as goodwill gestures to resolve customer issues.
- Contacted customers to confirm order details and managed order tracking through to delivery.
- Provided clear, professional customer support while ensuring accuracy and customer satisfaction.
Logistics Coordinator
Ramsden International Ltd
Grimsby , Lincolnshire
11.2012 - 08.2013
- Managed end-to-end logistics for chilled, frozen and ambient food products across Europe.
- Processed customer orders and coordinated suppliers, hubs, pallet consolidation and onward transport.
- Managed deliveries across Germany, Austria and Switzerland using multiple transport providers.
- Prepared Swiss export documentation and coordinated customs and border clearance with brokers.
- Planned delivery schedules, factoring in border processing times and resolving transport issues.
- Coordinated with suppliers, warehouses, carriers and customers to ensure timely and efficient deliveries.
Credit Controller
VF Corporation
Calverton , Nottinghamshire
03.2011 - 11.2012
- Conducted credit checks and account reviews to assess appropriate customer credit limits.
- Managed German customer accounts, including overdue payments, account queries and account reconciliation.
- Contacted customers regarding outstanding debts and arranged repayment plans where required.
- Reviewed credit scores, identified anomalies and obtained management approval.
- Set up Direct Debit mandates and accurately allocated payments to customer accounts.
Education
Bachelor of Arts - Spanish and German
University of Chester
Chester , Cheshire 09.2006 - 11.2010
Skills
Core strengths: Customer Experience Leadership Global Collaboration Data Analysis Strategic Planning Process Improvement Change & Ambiguity Communication Inclusion & Diversity Contact Centre Operations People Development
Languages
English
First language
Spanish
Upper intermediate
B2
German
Intermediate
B1
Timeline
AppleCare Area Manager Partner Relations
Apple
05.2025 - Current
AppleCare Quality Program Manager
Apple
05.2024 - 10.2024
AppleCare Area Manager Channel & Customer Service
Apple
11.2020 - 04.2025
AppleCare Channel Service Support advisor
Apple
08.2013 - 11.2020
Logistics Coordinator
Ramsden International Ltd
11.2012 - 08.2013
Credit Controller
VF Corporation
03.2011 - 11.2012
Bachelor of Arts - Spanish and German
University of Chester
09.2006 - 11.2010