Summary
Overview
Work History
Education
Skills
Timeline
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HAPPY LOK TSZ YAN

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
06.2019 - 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
05.2024 - 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
06.2021 - 12.2021
  • 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
07.2017 - 06.2019
  • 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
09.2015 - 07.2017
  • 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 States
05-2015

Bachelor of Arts - Management And Economics

King's College London
United Kingdom
12-2014

Skills

Timeline

Apple Vision Pro Product Trainer & Manager

Apple
05.2024 - Current

IS&T Program Manager (Career Experience)

Apple
06.2021 - 12.2021

Store Manager (Business & Today at Apple)

Apple
06.2019 - Current

New Store Opening Manager

Apple
07.2017 - 06.2019

Apple Store Leader Program (ASLP) Associate

Apple
09.2015 - 07.2017

Bachelor of Arts - Economics

University of California, Berkeley

Bachelor of Arts - Management And Economics

King's College London

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HAPPY LOK TSZ YANApple Retail Manager