HAPPY LOK TSZ YAN
Apple Retail Manager
Summary
Enthusiastic management professional with a proven track record in staff supervision and team building. Skilled in achieving sales goals through meticulous employee performance monitoring and delivering impactful sales coaching. Exhibits strong problem-solving skills and takes a proactive approach to implementing operational improvements.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Store Manager (Business & Today at Apple)
Apple
2019.06 - Current
- Team Leadership & Development: Lead, coach, and empower a diverse team of over 300 employees, fostering a culture of inclusion and high performance. Conducted regular training, mentorship, and performance reviews, resulting in 20% increase in team satisfaction.
- Customer Experience: Modeled and upheld Apple's service standards by actively engaging on the sales floor, resolving escalations, and ensuring seamless customer interactions. Recognized for consistently exceeding NPS targets.
- Operational Excellence: Drove key business priorities by executing strategic initiatives, improved SMB acquisition by 30% and business booking by 15% YoY, highest in the Singapore Market.
- Inclusive Culture: Championed Apple's values of diversity and inclusion by consistently deliver team meetings on cultural topics.
- Performance Metrics: Consecutively exceeded store performance goals for two years and received rating of "exceeded expectations" for personal achievements.
Apple Vision Pro Product Trainer & Manager
Apple
2024.05 - Current
- Selected to be 1 of the 10 members to represent SG & HK markets for New Product Training Event in Cupertino.
- Partnered with cross-function teams to strategics and customize Cantonese-speaking trainings for HK market.
- Participated and trained over 100+ mentors from 6 A/RPAC countries at a 10-day Training Event in Singapore.
- Leading store team through AVP launch with highest NPS and Demo Experience in the region and improved sales by 50%.
IS&T Program Manager (Career Experience)
Apple
2021.06 - 2021.12
- Set and manage project expectations with external and internal IS&T partners.
- Coordinate and track various business driven program and understand business requirements.
- Develop a detailed project management plan to track project progress with various departments across the globe.
New Store Opening Manager
Apple
2017.07 - 2019.06
- Promoted to be a New Store Opening Manager to open the first Visitor Center of Apple.
- Assisted Store Leaders with interviewing and building a diverse team of hundreds internal employees within 4 weeks.
- Participated in establishing distinct strategic plans and objectives for the new Campus Market.
- Planned and lead the unique 5-day NSO on-boarding training, in partnership with Retail L&D Team.
- Led Pros and Experts teams in training and developing store employees on customer service and product knowledge.
Apple Store Leader Program (ASLP) Associate
Apple
2015.09 - 2017.07
- Trained and developed a group of 15 mentors to become role-models and motivators for the greater team.
- Developed and executed strategies to increase multi-lingual business customers pronouncedly.
- Renovated external hiring process to improve candidates' interview and on-boarding experience.
- Selected to be the "Face of Apple" by Retail Marketing Team based on outstanding performance.
Education
Bachelor of Arts - Economics
University of California, Berkeley
United States2015-05
Bachelor of Arts - Management And Economics
King's College London
United Kingdom2014-12
Skills
Customer-focused retail leadership Efficiency-focused operational strategyProficient in managing disputesCustomer engagement strategiesTeam leadership developmentCustomer-focused retail leadership
Timeline
Apple Vision Pro Product Trainer & Manager
Apple
2024.05 - Current
IS&T Program Manager (Career Experience)
Apple
2021.06 - 2021.12
Store Manager (Business & Today at Apple)
Apple
2019.06 - Current
New Store Opening Manager
Apple
2017.07 - 2019.06
Apple Store Leader Program (ASLP) Associate
Apple
2015.09 - 2017.07
Bachelor of Arts - Economics
University of California, Berkeley
Bachelor of Arts - Management And Economics
King's College London