Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Teacher

Jordan Russ

Melbourne,Victoria

Summary

Throughout a 12-year career at Apple, contributed to the establishment of the company's retail operations and service strategies in Australia. During this tenure, lead high-performing Sales and Service teams.

Gained extensive experience collaborating with international and multi-disciplined teams, as the Asia-Pacific representative for Retail Systems Quality Assurance, at Apple headquarters in Cupertino, California.

Took great joy and satisfaction from all accomplished at Apple, and now look forward to the opportunity to share knowledge and contribute to the continued success of a growth-oriented company.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Lead, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
Melbourne, Victoria
08.2021 - 02.2022
  • Lead all elements of POS UAT testing for APAC, including liaison with product owners/managers and IS&T teams, test-script writing and test execution of both UAT and Production Validation Testing (PVT)
  • Developed testing strategies for four consecutive POS releases, multi-tasking planning and testing for different releases concurrently
  • Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases
  • Monitored resolution of bugs, tested fixes and liaised with IS&T developers to tackle ongoing problems by providing QA perspective
  • Authored and maintained well-organized, efficient and successful manual test cases for entire team
  • Ensured releases were delivered as scheduled and to the highest quality

Lead

Apple Southland
Melbourne, Victoria
05.2019 - 08.2022
  • Responsible for daily operation of store, including open/close, cash handling, team and customer safety, including ensuring strict adherence to protocols during COVID-19 restrictions
  • Ensuring scheduling quality through break management and zoning, to deliver timely assistance to customers
  • Respond to customer concerns both in-person and in response to NPS (Medallia) feedback
  • Create multi-media content for delivery in Daily Downloads, in-store training, and other settings
  • Maintain team members’ systems access (e.g. third-party Telco systems) and ensure completion of necessary training
  • Curated and hosted Daily Downloads, Learning & Development sessions and donation/giving events, helping to maintain team morale and drive engagement, during COVID-19 related store closures

Coach

Apple Southland
Melbourne, Australia
03.2021 - 07.2021
  • Coaching team members in interactions, leading an operationally excellent store, and protecting the internal customer journey, all while keeping the customer at the centre of all we do
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
  • Led team of 12 members while providing exceptional customer service
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals

Tester, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
Cupertino, California
09.2019 - 10.2019
  • Ensuring quality of feature enhancement and bug tracking for Concierge mobile app release, providing a seamlessly integrated product impacting both team and customer in-store experience
  • Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective
  • Identified and tracked defects with Concierge and supported developers in resolving problems by completing additional tests

Lead Genius

Apple Southland
Melbourne, Australia
04.2016 - 05.2019
  • Ensured technical excellence and high levels of customer satisfaction — resulting in several Genius Bar Ovation Awards
  • Lead technical training, through my responsibilities as Technical Advisor, aiding in enhancing technical proficiency and customer service skills
  • Mentored and provided feedback to team and individuals, to drive results and customer satisfaction
  • Ensured safety standards were regularly maintained at Genius Bar and Repair Room/Backstage

Genius

Apple Southland
Melbourne, Australia
06.2012 - 04.2016
  • Delivered exceptional customer service at the Genius Bar and provided the highest standard of repair quality
  • Provided customer-focussed solutions and service options at the Genius Bar
  • Facilitated training and on-boarding of new Technical Specialists/Family Room Specialists
  • Delivered high repair quality of iPhone and Mac and other hardware, as an Apple Certified Mac Technician

Tester, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
Cupertino, California
04.2012 - 04.2012
  • Ensuring quality of feature enhancement and bug tracking via testing of EasyPay app release, providing a seamlessly integrated product impacting both team and customer in-store experience
  • Read, interpreted and followed written test instructions and procedures to accurately test products
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective

Tester, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
Cupertino, California
06.2011 - 07.2011
  • Responsibilities as listed above

Specialist

Apple Chadstone/Apple Southland
Melbourne, Victoria
02.2010 - 06.2012
  • Specialist at both Apple Chadstone and Apple Southland, providing exceptional customer service, as part of a team that received several Ovation Awards (Apple Southland)
  • Assumed role as a Red Zone Mentor at Apple Chadstone, leading by example with exceptional customer service and providing support to team members
  • Assisted with roll-out and maintained up-keep of in-store systems, via my responsibilities as IS&T Mentor
  • Collaborated with IS&T to ensure a successful DPS 2.0 Pilot roll-out at Apple Chadstone
  • Facilitated NSO as a Mentor, for new store opening at Apple Southland

Education

Bachelor of Contemporary Arts - Media Arts - With Distinction

Deakin University
Melbourne, VIC
2008

Skills

  • Excellent Communication
  • Written Communication
  • Attention to Detail
  • Problem-Solving

Certification

Apple Certified Mac Technician

Timeline

Lead, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
08.2021 - 02.2022

Coach

Apple Southland
03.2021 - 07.2021

Tester, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
09.2019 - 10.2019

Lead

Apple Southland
05.2019 - 08.2022

Lead Genius

Apple Southland
04.2016 - 05.2019

Genius

Apple Southland
06.2012 - 04.2016

Tester, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
04.2012 - 04.2012

Tester, User Acceptance Testing

Retail Systems Quality Assurance (RSQA), Apple
06.2011 - 07.2011

Specialist

Apple Chadstone/Apple Southland
02.2010 - 06.2012

Bachelor of Contemporary Arts - Media Arts - With Distinction

Deakin University

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