Yahya Chouiben Ratali
London
Summary
Computer security and forensics graduate with hands-on experience at Apple in a dynamic technical setting, specializing in structured diagnostics and troubleshooting across diverse hardware and software platforms. Demonstrated strong analytical and problem-solving abilities by identifying workflow inefficiencies and enhancing customer outcomes. Proficient in Python, SQL, and data visualization tools, with a focus on leveraging data-driven insights and testing methodologies to optimize system performance and drive business innovation.
Overview
4
4
years of professional experience
Work history
Specialist
Apple
London
2024.05 - Current
- Delivered tailored technical support and product recommendations to customers, consistently achieving high satisfaction scores and contributing to sales targets.
- Diagnosed and resolved hardware and software issues across a range of devices, ensuring efficient and customer-focused service.
- Collaborated with cross-functional teams to provide seamless customer experiences in a fast-paced retail environment.
- Demonstrated strong communication and problem-solving skills by simplifying technical information for customers with varying levels of understanding.
- Increased AppleCare attachment rates to 64% through tailored customer engagement, product knowledge, and solution-based recommendations.
- Supported the onboarding and mentoring of new team members by providing guidance on customer service standards, technical processes, and day-to-day operations.
- Achieved 60+ consecutive 5-star customer reviews through consistently delivering high-quality technical support, effective communication, and personalised customer service, with the streak ongoing.
Warehouse operative
Argos
London
2023.08 - 2024.05
- Took responsibility for coordinating team tasks and supporting daily warehouse operations, often acting as a key point of contact during busy shifts.
- Assisted supervisors by helping train new staff, monitoring workflow efficiency, and ensuring operational targets were consistently met.
- Demonstrated leadership and initiative by resolving day-to-day issues quickly and supporting team performance in a high-pressure environment.
- Helped maintain team productivity and morale by providing guidance, delegating tasks when needed, and leading by example on the warehouse floor.
- Trusted to handle additional responsibilities such as shift coordination, stock prioritisation, and supporting management with operational decisions.
Pharmacy Assistant
FairOak Pharmacy
London
2022.08 - 2023.08
- Assisted pharmacists with dispensing prescriptions and preparing medication orders while maintaining accuracy and attention to detail.
- Provided professional and friendly customer service, answering queries and supporting patients with over-the-counter products and healthcare advice.
- Managed stock control duties including replenishment, date checking, and organising medication deliveries to ensure efficient pharmacy operations.
- Maintained patient confidentiality and adhered to healthcare regulations, safety procedures, and company policies at all times.
- Supported the smooth day-to-day running of the pharmacy by handling administrative tasks, processing prescriptions, and coordinating with team members effectively.
Education
Bachelor of Science - Computer Science ( Security and forensics )
University of Greenwich
City of london 09/2023 - 08/2026
Skills
Technical Skills
Programming & Data Analysis
Python (data analysis, scripting, exploratory analysis)
SQL (joins, aggregations, structured querying)
macOS Terminal familiarity
Governance & compliance documentation
Audit-ready reporting standards
Microsoft Excel (KPI tracking, reporting, data validation)
Power BI (data visualisation, dashboard creation)
Tableau (interactive dashboards, trend analysis)
Collaboration & Communication
Structured documentation and reporting
Clear explanation of technical insights to non-technical stakeholders
Cross-functional coordination across operational and technical teams
Quality Assurance & Testing
Structured test execution
Root-cause analysis & defect isolation
Debugging & triage workflows
Reproducible validation methodologies
Software Development Lifecycle (SDLC) awareness
Languages
Spanish – Fluent
English – Fluent
Arabic – Fluent
Systems & Tools
macOS / iOS / watchOS
Timeline
Specialist
Apple
2024.05 - Current
Warehouse operative
Argos
2023.08 - 2024.05
Pharmacy Assistant
FairOak Pharmacy
2022.08 - 2023.08
Bachelor of Science - Computer Science ( Security and forensics )
University of Greenwich
09/2023 - 08/2026