Gavan Duffy

Technical Support & Transition Leadership

• Managed iOS, Mac, and MSS teams, ensuring seamless customer support across Apple’s ecosystem.
• Served as Point of Contact (POC) for transitioning iOS advisors to Mac during the global rollout of Continuity features, driving adoption through targeted coaching and knowledge sharing.
• Actively mentored Team Manager Apprentices and rotational managers, developing their leadership skills through hands-on coaching, customised frameworks, and transition support resources.

Current Role:

College Team Management

Leading a part-time college student team, blending real-world Apple experience with customer support for English lines of business. Equipping students with hands-on exposure to Apple’s operations, culture, and customer service while fostering career-ready corporate competencies. Structured training to build foundational business acumen and technical skills. Ensured meaningful contributions to customer interactions and operational needs. Mentored students to bridge academic learning with practical workplace dynamics.

High-Performance Team Leadership

• Achieved CSAT and KPI targets through data-driven coaching, structured goal-setting, and trend analysis.
• Defined team KPIs, conducted regular performance check-ins, and delivered tailored coaching to drive accountability and growth.
• Translated performance metrics, quality reports, and trend data into actionable coaching strategies.
• Partnered with reporting teams to deliver data-backed insights for leadership decisions.
• Collaborated cross-functionally (Quality, Ops, Tools) to launch seamless NPIs and scalable processes.
• Recruited and developed talent aligned with Apple’s values, fostering an inclusive, high-performance culture.
• Upheld EHS/HR compliance and contributed to site-wide initiatives as part of the Operational Leadership Team.

Previous Rotations:

Customer Relations (CR) Rotation

Managed two distinct teams with unique challenges:

• Direct Dispatch Team: Oversaw escalations for lost-in-transit returns, raised/tracked SEMs with carriers, and identified trends to improve processes.
• Spanish CR Team: Inherited a team with performance and trust issues. Delivered intensive 1:1 coaching and inclusive leadership, rebuilding morale and accountability. Resulted in top-tier performance and full engagement post-return-to-work.

Battery Reservation Team (BRT) Rotation

• Joined a rapidly scaling initiative, requiring immediate operational structure.
• Built customer support processes from the ground up within days to manage battery reservations effectively.
• Developed dynamic reporting tools to support leadership decision-making and business forecasting.
• Partnered with Training & Tools teams to streamline advisor onboarding and ensure process scalability.

• Product planning, inventory control, and customer service workflows to support growth.
• Collaborated with sales and design teams to customize solutions and drive profitability.
• Generated operational performance reports and delivered strategic insights to leadership.
• Built long-term client and supplier relationships, driving consistent revenue through service excellence.
• Identified and implemented improvements to streamline operations using trend and data analysis.
• Managed large-scale projects, ensuring timely completion within budget constraints while maintaining high-quality standards.
• Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.