Nathan Cox

Manager – Support & Today at Apple

2021 – 2025

• Led a team of technicians delivering customer support through the Genius Bar, consistently achieving and exceeding key performance indicators
• Oversaw customer education programmes, enabling users to maximise the Apple ecosystem through workshops and training sessions
• Drove team performance through coaching, development, and hands-on leadership
• Ensured exceptional customer experience across both technical support and learning environments.

Manager – Retail Contact Centre

2021

• Managed multiple teams supporting customer sales and service enquiries across phone, email, and live chat channels
• Delivered high levels of customer satisfaction while supporting purchasing decisions and resolving complex queries
• Collaborated across regional teams to ensure consistent service delivery and operational efficiency

Manager – AppleCare At Home Advisors

2020

• Led remote technical support teams handling inbound calls, email, and chat support for Apple customers
• Conducted call quality and performance reviews to ensure high standards of service and technical accuracy
• Supported teams through rapid operational changes, maintaining engagement and performance

Manager – Support

2019 – 2020

• Oversaw delivery of technical support via the Genius Bar and AppleCare channels (in-store, online, and contact centres)
• Ensured high-quality customer service and efficient resolution of technical issues
• Managed team performance, development, and customer satisfaction metrics

Manager – Operations

2018

• Managed day-to-day retail operations including stock control, inventory management, deliveries, and merchandising standards
• Ensured compliance with health & safety regulations and operational procedures
• Supported overall store performance through effective operational leadership

Manager – Education & Entrepreneurs

2017 – 2018

• Partnered with SMEs, SMBs, and educational institutions to implement Apple products and solutions
• Supported customers in deploying and maximising technology to improve business and learning outcomes
• Built strong relationships to drive adoption and long-term engagement

Business Manager

2013 – 2017

• Supported SME/SMB customers in integrating Apple products and ecosystem solutions into their operations
• Worked collaboratively with local and national teams to deliver tailored business solutions
• Drove business growth through consultative sales and account management

Marketing Executive Sales Manager 2011 - 2013

Field Sales Manager 2004 - 2011

Account Executive 2001 - 2004

Field Sales Consultant 1993 - 2001