Summary
Overview
Work History
Education
Core Competencies
Computer Skill
Timeline
Generic

Ayako Kato

Genius
Tokyo

Summary

Customer-centric and results-driven Apple Genius with extensive experience in technical support, team leadership, and business engagement. Proven track record in leading high-performing teams, driving customer satisfaction, and executing training programs across multiple Apple store locations. Excelled in the Career Experience Program as a Business Expert, achieving a 9.4% conversion rate (2nd in Japan) and generating over $236K in business revenue. Skilled in onboarding, mentoring, and floor operations, with strong contributions to on-time performance, NPS improvements, and Genius Bar efficiency. Passionate about elevating team performance and delivering best-in-class customer experiences.

Overview

7
7
years of professional experience
2
2
Languages

Work History

Genius

Apple
10.2022 - Current
  • Pro actively maintain well round knowledge of all apple products to maximize revenues and customer service ensuring retention and referrals
  • Quickly resolve customers inquires and complaints resulting in boosted client loyalty
  • Provided software and hardware support for Mac, iPhone, iPad, and other Apple devices, ensuring high-quality customer interactions.
  • Managed the support team, ensuring efficient troubleshooting and repair services for Apple products.
  • Conducted Mac and iPhone hardware repairs, diagnosing and resolving complex technical issues.
  • Led the Human Connection Team, a small group focused on improving customer triage and delivering exceptional support experiences.
  • Enhanced team effectiveness by proactively sharing insights on customer triage methods, NPS performance, and daily priorities through structured email updates and team huddles.
  • Collaborated with genius admin to improve the Business Engagement Score by setting individual goals, sharing mindsets, and conducting one on one check-ins with team members. Successfully increased the score from 9 to an average of 16, achieving the highest result in the market.

Business Expert CE

Apple
08.2024 - 01.2025
  • Managed enterprise-level accounts with a focus on year-over-year sales growth, combining both acquisition and retention strategies through a balanced sales and service model.
  • Cultivated strong, lasting relationships with both new and existing clients by leveraging deep product knowledge, friendly and solution-oriented engagement, and efficient service delivery.
  • Maintained a robust sales pipeline and consistently provided tailored, end-to-end business solutions that addressed clients' operational challenges.
  • Proactively managed all business introductions, achieving a personal follow-up rate exceeding 90%
  • Collaborated with the store's Today at Apple (form) team to organize a high-profile, business-focused event that attracted over 150 attendees, enhancing brand visibility and generating new business leads.
  • Leveraged prior experience as a Genius to uncover hidden needs of business clients, deeply probing into pain points, purchase cycles, and decision-making processes—leading to significantly higher conversion rates.
  • Achieved strong business results:
    Total business opportunities generated: 97
    Total value: $236,776.66
    Total business lead follow-ups: 746
    Conversion rate increased from 6% to 9.4%, ranking 2nd nationwide in the Japan market for conversion success.

Field Design engineer CE

Apple
07.2023 - 11.2023
  • responsible for evaluating the latest iPhone, iPad, and Apple Watch hardware systems, in the field, from early prototypes to final products, on different network and wireless technologies, including performance metrics creation/evolution, post-processing and analysis of device logs from the field.
  • Direct hands-on testing of devices with proficient knowledge of underlying theory and techniques used in 2G, 3G, 4G LTE cellular technologies. Proficiency in 5G-FR1 or 5G-mmWave cellular technology

Training Lead CE

Apple
02.2022 - 07.2022
  • Led scheduling and execution of Genius Bar and Core Trainings in collaboration with Store Leaders, Senior Managers, and PPOs, adjusting flexibly to minimize business impact during sudden changes.
  • Facilitated Training Lead meetings, new hire onboarding, and Genius Bar training plans in coordination with GB Mentors and Lead Geniuses.
  • Delivered Concierge Training for Leadership, and led Leadership & Feedback at Apple sessions to support development of the leadership team.
  • Contributed to market-wide training initiatives, including New EasyPay launch support and LRR preparationswith Creative teams.
  • Achieved strong business results:TMS 86, NPS 62, 30 Promoter awards, and 98.1% Same Unit Repair rate.
    Boosted on-time rate to 70–80% and cut appointment time from 25 to under 20 mins.
    Maintained 100% team pace since Feb 2020.
    Led initiatives improving customer flow and NPS.

Technical Expert / Specialist

Apple
10.2018 - 09.2022
  • Maintains and updating support information and actions in the IT Ticketing system, including procedural documentation and relevant reports.
  • Performing repairs on all Apple iOS devices
  • Provide in-store troubleshooting and assisted employees with internal store issue; provide business support for business customers
  • Worked with cellular carriers to provide wireless support; partnered with engineering and failure analysis teams to report trending bugs
  • Shared the logic behind “Repair on Time” with the team and implemented improvement actions, leading to an increase in score from the low 80% range to the low 90% range.

Education

- Department of Lifelong Sports And Recreation

Nippon Sports Science University
Tokyo, Japan
03-2014

English Language Course -

Impact English College
Melbourne, Australia
10-2017

Core Competencies


  • Drive Results
  • Customer Focus
  • Action Oriented
  • Nimble Learning
  • Tech Savvy

Computer Skill

  • microsoft Excel
  • AUTOMATION
  • Repair and case management systems (CRM)
  • Google Search Ads 360
  • SEO
  • SQL
  • Tableau

Timeline

Business Expert CE

Apple
08.2024 - 01.2025

Field Design engineer CE

Apple
07.2023 - 11.2023

Genius

Apple
10.2022 - Current

Training Lead CE

Apple
02.2022 - 07.2022

Technical Expert / Specialist

Apple
10.2018 - 09.2022

- Department of Lifelong Sports And Recreation

Nippon Sports Science University

English Language Course -

Impact English College

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