Antonio Di Vaio

• Increased Session per Queued Hour by 20%, significantly reducing customer wait times and improving overall service
efficiency while maintaining empathy and composure in high-demand situations.
• Provided guidance and mentorship to team members, fostering a customer-focused culture and contributing to a positive,
collaborative work environment.
• Developed a comprehensive journey project that streamlined queue management and enhanced issue analysis, resulting in
increased customer satisfaction and exceeding performance expectations for the White City Genius Bar in 2024.
• Utilized exceptional diagnostic skills to swiftly resolve technical issues for Genius Bar customers, maintaining a satisfaction
rate of over 90% in a year time.
• Contributing in daily meetings to provide updates on results and offer insights into effective solutions for various issues
throughout the Genius bar.
• Providing technical support to multiple teams, ensuring timely resolution of issues during peak operational periods when the
Genius Bar is experiencing high volume.
• Excelled in the On Point role by warmly greeting customers, providing exceptional first impressions, and delivering tailored
technical assistance to enhance the overall Apple experience.

• Designed and implemented a Python-based automation tool for intent classification, reducing processing time and
enhancing team productivity.
• Collaborated on a prompt engineering project using LLMs, improving the accuracy of intent assessments and streamlining
decision-making processes.
• Successfully managed multiple project deadlines, demonstrating strong time management and organizational skills during
high-pressure tasks.
• Consistently exceeded expectations while working with the AIDP Team, successfully meeting deadlines, overcoming
challenges, and balancing responsibilities alongside ongoing studies
• Partnered with global teams on AI-focused initiatives, driving innovation and contributing to cross-functional advancements
in machine learning applications.
• Presented at the Machine Learning Summit 2024, showcasing an LLM intent classification application that reduced
processing time by over 50%, with scalable use cases for cost-saving opportunities across Apples operations.
• Expanded expertise through Coursera and Data Camp courses, focusing on machine learning, data analytics, and Python
automation, ensuring continuous skill development.
• Analyzed sales data and paterns to support AI-driven insights and contributed to strategic technology advancement
initiatives.

• Diagnose and troubleshoot hardware, software, and network issues.
• Provided first-line support via email, phone, and in-person interactions, resolving over 98% of queries without escalation.
• Collaborated with the IT team to implement software updates across campus systems, ensuring compliance with security
protocols and minimizing disruptions.
• Monitored IT systems and flagged potential issues proactively, preventing downtime and maintaining operational efficiency.
• Supported the setup and maintenance of AV equipment for university events, ensuring smooth technical operations for
presentations and lectures.
• Delivered exceptional customer service by tailoring support to individual needs, enhancing user satisfaction and trust in the
IT service desk.

In my past role as a Restaurant Headwaiter, I successfully supervised and coordinated the work of restaurant staff, including waiters
and food runners. I played a crucial role in training and onboarding new team members, ensuring they understood their
responsibilities and provided exceptional service to guests.

As a Bar Waiter, I warmly welcomed guests, took and served their food and drink orders promptly, and ensured their comfort during
their visit. I maintained a clean and organized bar area, monitored guest satisfaction, and addressed any concerns professionally.
Working alongside other staff members, I contributed to a seamless guest experience, while upholding food safety standards and
delivering excellent customer service.