Field Manager

• Aug 2023 - Present

Field Manager

• Aug 2023 - Present

Customer Experience Manager

• Dec 2017 - Aug 2023

Enhanced Customer Satisfaction and Loyalty: Diligently analyzed key performance indicators, including customer satisfaction metrics, to gain valuable insights into service quality and identify areas for improvement. By implementing targeted strategies and comprehensive training programs, I successfully achieved a significant 15% increase in customer satisfaction scores across the micro-market. The heightened customer satisfaction levels directly contributed to improved customer loyalty and a higher rate of repeat business.Maximized Operational Efficiency and Productivity: As a proactive leader, I skillfully managed and provided work direction to a diverse team of Geek Squad Agents and supervisors. Through ongoing training, career development, and effective performance management, I fostered a high-performing and motivated workforce. By strategically deploying the team, optimizing processes, and implementing continuous improvement initiatives, I achieved an impressive 20% reduction in turn time and a remarkable 10% increase in overall productivity. These efficiency gains not only positively impacted the customer experience but also contributed to increased revenue generation.Revenue Growth and Talent Acquisition: Leveraging my subject matter expertise in store services, I identified strategic opportunities to drive revenue growth and elevate the overall customer experience. By recruiting, hiring, and onboarding a talented and diverse agent workforce, I ensured that the team possessed the necessary skills to excel in delivering exceptional service. This strategic talent acquisition contributed to a notable 10% increase in revenue for Geek Squad services. Moreover, my leadership and guidance inspired the team to continuously strive for excellence, making a significant impact on both employee and customer experiences. Show less

Geek Squad Double Agent

• Dec 2004 - Nov 2017

Exemplary Client Experience: As a Geek Squad Double Agent, consistently delivered a seamless client experience, receiving a 98% customer satisfaction rating based on post-service surveys. By providing a complete solution for clients' needs, including diagnosing and repairing electronic devices, installing major appliances, and setting up home entertainment systems, I garnered positive feedback and built strong customer relationships.Expert Multitasking and Technical Skills: Demonstrated mastery in handling diverse tasks, including delivery, repair, networking, and installation, showcasing exceptional technical expertise. Successfully completed an average of 15-25 service appointments per week, exceeding performance targets by 20%.Knowledge Sharing and Product Expertise: Proactively assisted clients with technical advice and product recommendations, leading to a 30% increase in product upsells and future service appointments. Recognized as a reliable source of knowledge among team members, contributing to the training and development of new Double Agents. Show less