Jordan Zen Oshima

Promoted from Genius to Technology & Merchandising Pro.This role is responsible for the store’s technology and product presentation. I use my excellent understanding of technical and merchandising principles and my strong presentation skills to engage and influence the wider team to create an experience like no other for our customers. I have a passion for bringing the Apple story to life for our customers through technology, presentation, the demo experience, and Today at Apple. Inclusion, and work to foster a culture where everyone belongs and is inspired to do their best work.

• Maintain communication and relationship with Global Retail Support (GRS), Field Leaders, and peers within the GEO to ensure tasks and issues are resolved in a timely fashion.
• Ensure that all in-store technology (ISU) and third-party technology are functioning, including Isaacs, payment devices, Backstage Macs, iPads, cash drawers, printers, scanners, network racks, and switches.
• Use resources on Hello, IS&T Web, and Help to troubleshoot and resolve issues in a timely manner and partner with the Operations team for systematic inventory movements and shipping as needed.
• Support vendors during Retail Infrastructure Refresh visits, general network rack maintenance, and upgrades in partnership with the Operations Lead.
• Partner with Operations team to ensure sellable merchandise is maintained regularly to planogram, demo inventory is accurately updated in inventory management systems, and store merchandising and technology supply levels are maintained to Retail Supply guidelines and organized neatly Backstage.

• Produced monthly reports using advanced Excel spreadsheet functions.
• Used statistical methods to analyze data and generate useful business reports.
• Collaborated with business-unit leaders to identify and prioritize problems.
• Worked with business intelligence software and various reports to glean insights into trends and prospects.
• Developed data mining algorithms to identify and classify patterns in data.
• working experience with Starbucks Japan(Beverage research),SC Jhonson(Brand research), etc...

Lead for the Omotesando Genius team with experience in serving all levels of customers to resolve issues and problems. Supporting the development of systems and processes that ensure smooth end-to-end operation for the connecting teams.

• Promoted from a technical expert (Part-time) to Genius. Was the youngest employee that has ever been promoted to Full-time Genius Level in Japan.
• Established and executed a new approach for support, development, and mentoring of technical specialists and technical experts (40 Technical specialists and 20 Technical Experts).
• Increased Omotesando Genius NPS score to the highest in Japan. Identified as best practice and presented to the Senior Leadership team.
• Lead environment daily downloads presentations for the Omotosando team as part of the retail daily objective setting.

Project management and process development to manage negotiations, scheduling, communication, and support for Apple TV.

• Member of Apple TV team in Japan is responsible for the management of Apple TV+, Federated, Channels, and Transactional business. Managing new release schedules, sourcing creative assets, and interfacing between partners and internal stakeholders.
• Established processes and plans, and set and communicated deadlines to complete projects on time and within scope. Connecting to the Retail team to get more customers to explore a full ecosystem of subscription services and hardware that Apple products can provide.
• Connecting and supporting communication to external partners about the new protocols to raise efficiencies and collaborations across protocols to meet set KPIs on timing and workloads.
  -Led the roll-out of the Airtable platform that I designed for Japan to APAC counterpart teams
  - Delivered efficiencies in communications and workload reduction through reduced alignment meetings, and email communications and improved speed of US alignment by using standard tools.

During COVID-19 Apple Stores were closed and moved to the newly established Online Apple Retail Customer Contact Service Team. Managed 20 customer service team members and was the youngest manager for a newly established teams Retail at-home service team. This was a new team established during the COVID-19 state of emergency to support the retail contact center (RCC). As team leader, I was responsible for:

• Operational execution of team shift management and assignment management for RCC service specialists.
• Planning, training, and setting development goals for connection team members(15 members) and succeeded in improving their key KPI metric (NPS scores).
• Problem-solving to ensure Delivery support for customers who have ordered products (refund return trade etc.) and present solutions if needed
• Managed and motivated a diverse and fluid team of professionals that ranged in experience and age during the challenges of COVID-19. I learned how to manage those at different levels and those with more experience than myself.