With years of managing customer service experience as well as technical support, I am seeking employment with a company where I can use my talents and skills to build the success of the company while I experience advancement opportunities, succeeding in a stimulating and challenging environment.
Responsible for leading a team of employees with consistent Top Quartile Company Performance for Best Buy.
Significantly enhance morale.
Managing/Coaching Expectation for Customer Contact Queue of Service Calls.
Improved staff productivity by establishing incentives for reaching volume goals.
Increased the percentage of positive customer reviews by coaching a system that tracked comments by employee.
Certified to train and develop new employees.
07/2012 to Current
Geek Squad ManagerBest Buy － Alexandria, VA
Investigate customer's problems and find solutions.
Communicate with customers via phone, email, or letter.
Hire and train geek squad service agents.
Provide scripts to read from during phone calls.
Handle major incidents that cannot be resolved by agents.
Resolve complaints and escalated order issues.
Ask customers to provide feedback on agents and customer service experience.
Keep abreast of new company products and services.
Issue refunds to customers.
Oversee product exchanges and returns.
Analyze data and statistics.
Compile and print reports on overall customer satisfaction.
Isolate and identify areas of improvement.
Train agents on how to adequately address problem over the phone or how to write correspondence.
Work with management on customer service initiatives.
Utilize social media to respond to customer complaints and praise.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Open/Closing Of the Facility; Securing Building as well.
Managing Time and Attendance
09/2010 to 07/2012
Lifestyle Supervisor (Appliance, Gaming, Digital Imaging, Mobile Electronics Business)Best Buy － Alexandria, VA
Manage retail staff, including cashiers and people working on the floor.
Meet financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Formulate pricing policies.
Determine daily coupons.
Ensure pricing is correct.
Work on store displays.
Attend trade shows to identify new products and services.
Coach, counsel, recruit, train, and discipline employees.
Evaluate on-the-job performance.
Identify current and future trends that appeal to consumers.
Ensure merchandise is clean and ready to be displayed.Approve contracts with vendors.
Maintain inventory and ensure items are in stock.
Keep up with fluctuating supply and demand.
Analyze operating and financial statements for profitability ratios.
Ensure promotions are accurate and merchandised to the company's standards.
Utilize information technology to record sales figures, for data analysis and forward planning.
Ensure standards for quality, customer service and health and safety are met.
Monitor local competitors.
Ensure hours of operation are in compliance with local laws.
02/2008 to 09/2010
ManagerCold Stone Creamery － Alexandria, Virginia
Manage time and attendance, listen to and resolve customer complaints regarding services, products, or personnel, confer with customers by telephone or in person in order to provide information about products, and services, demonstrate policies and train new employees.
12/2006 to 12/2007
ManagerAMC Hoffman Center 22 － Alexandria, Virginia -----
Maintaining a well-organized working place for fellow co-workers, compiling and balancing cash receipts at the end of the day or shift, observe and evaluate workers and work procedure in order to ensure quality standards and service, assign duties, responsibilities, and work stations to employees in accordance with work requirements, estimate ingredients and supplies required to prepare appetizing products, analyzing operational problems such as theft and wastage, and establish procedures to alleviate these problems, training personnel, providing staff with assistance in performing difficult or complicated situations, and duties.
Customer Service- Handling cash and credit transactions, listen to and resolve customer complaints regarding services, products, or personnel, confer with customers by telephone or in person in order to provide information about products, and services, handling transactions over the phone such as ticket purchasing, refunds, organization reservations as well as in person.
Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken, referring unresolved customer grievances to designated departments for further investigation as well as contacting customers in respond to inquiries to notify them of investigation results and planned adjustments.
Computer SciencePrince George's Community College Chesapeake Hall Largo － Largo, Maryland
In progress of receiving A+ Certification as well.
High School DiplomaOxon Hill High School － Oxon Hill, Maryland