Manager with more than 4 years of experience in operations, administration, recruiting and staff development, quality assurance, marketing, sales, and public relations. Increased efficiency, reduced costs, and increased profits through utilization of strong troubleshooting and problem resolution skills, while streamlining and determining optimum use of facilities and personnel.
11/2016 to Current
Tier 1 iOS Technical SupportApple via Kelly Services
•Interact with customers in response to inquiries, concerns, and requests about products and services
•Gather customer/product information and determine the issue by analyzing the symptoms
•Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more
•Research using available resources, including article database systems
•Complete required training to stay current with system information, changes, and updates
•Participate in frequent 1:1/classroom video coaching sessions with leadership
•Exemplary attendance and punctuality
•Proper phone etiquette, including using client verbiage and positive positioning
•Ability to speak and type clearly and accurately, using proper grammar
•Ability to multitask between customer calls and logging of case notes
•Skilled at responding to multiple chat conversations simultaneously, including messages from my team, leadership, and support groups, like Quality Assurance
•Experience with mobile devices (mp3 players, tablets, smartphones)
•Ability to empathize with customers, making them the primary focus of my actions, then tailoring communication to each caller
•Openness to constructive coaching and ability to implement performance objectives
•Willingness to work evenings, weekends, and holidays
•Ability to adjust to constantly-changing technology, processes, and team structures
•Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to others and to the organization.
•Set high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks
08/2013 to 01/2014
Wireless Sales ConsultantBest Buy
Accumulated the appropriate knowledge and expertise through continuous learning and self development.
Then, armed with the right tools and knowledge, created ease and added value to the Best Buy Mobile experience, ensuring customers' end-to-end needs were met.
As a trusted advisor and partner, I was able to develop strong relationships with customers and bring them a little closer to family and friends by helping them close the gaps with technology.
Engaged customers utilizing selling skills to build connected solutions while maintaining a balance of high velocity and high service.
Sold a broad range of mobile products and services using a proven structured approach while at the same time developing in-depth knowledge of the latest mobile technology.
Provided personalized service and exceptional expertise for customers, handled all aspects of the sale including: customer contracts and warranties, customer payments, cash and credit card/check transactions and develop, maintained and communicated strong, up-todate knowledge of wireless products, accessories, pricing plans and service features.
Assisted customers, handled customer relations issues and promoted a positive shopping experience.
Priced and stocked merchandise, organized and executed the display and signing merchandise.
Administered and monitored Loss Prevention programs and systems, completed all cash control procedures, analyzed reports, identified and reacted to shoplifters, ensured price accuracy and protected store assets.
Supervised employees/managed shifts, opened/closed store, established priorities, and identified and reacted to in-store repairs.
Ordered and received merchandise.
Oversaw and executed daily reports, developed sales/hours forecasts.
Handled all cash functions; keys, safe, registers.
Scheduled activities, ensured compliance with all company policies and procedures and federal and state laws.
Trained, developed, and evaluated hourly employees.
Worked effectively with store manager and crew and effectively communicated information to management.
Full training to certification while working at store level.
All CVS training programs required certification testing as a requirement for successful completion.
Communication as well as Listening skills.
Division of Work.
Administrative and Financial Skills.
Ability to Effectively Delegate.
Meet or Exceed Expectations.
Fair & Consistent Behavior.
02/2002 to 02/2004
Assistant Store ManagerTeamwork
Provided best in class customer service: promptly greeted customers, responded to customer concerns and complaints quickly, effectively and courteously; aligned customer needs with GameStop product and benefit solutions, and recommended additional items as appropriate, and ensured every customer is thanked for shopping at GameStop; prioritized customers over tasks and demonstrated that commitment by circulating throughout the store to assist them.
Promptly processed customer purchases/return transactions via Point-of-Sale computer system via PC keyboard, including making accurate change, placing merchandise in a bag, and removing receipt from the printer to give to customer.
Responded to customer comments or questions in person or on the phone; answered phone calls promptly, courteously and professionally, using the prescriptive phone greeting provideded by GameStop.
Promoted GameStop's unique customer benefits: new title reservations program, and Power Up Rewards customer loyalty program.
Assisted with supervising staffing levels to achieve optimum customer service at all times and ensured that best in-class customer service is consistently provided.
Provided timely and appropriate feedback to the Store Manager concerning staff performance and address as directed.
Assisted the Store Manager with training store associates in all aspects of their job responsibilities, including company/store policies, procedures, and guidelines.
In partnership with the Store Manager, conducted store inventory counts, stocked/restocked merchandise on shelves and fixtures, and moved product from the stock room to the front of the store to ensure that all products in the store are represented, organized, and alphabetized on the sales floor.
Assisted store team in meeting sales, profit and shrink goals and accomplish administrative and operational duties set by Store Manager.
Counted, balanced and reconciled daily business transaction totals correctly and accurately in the point-of-sale (POS) system; ensured that Game Planner
and all closeout paperwork for daily business transactions and bank deposit slips were completed correctly and accurately; ensured store had sufficient cash and change for sales transactions; made bank deposits daily per established guidelines.
Verified all shipments for discrepancies/shortages and recorded any discrepancies in the POS system; conducted merchandise counts/inventories and communicate discrepancies to Store Manager/District Manager.
Adhered to all loss prevention guidelines, including but not limited to, visually inspecting associates' and managers' packages and/or belongings.
Ensured all store fixtures and equipment were in proper working order.
Processed defectives/recalls and stock pulls accurately and promptly, ensuring that all boxes were properly labeled and included packing lists.
Maintained awareness of associate and customer safety; identified and immediately addressed potentially hazardous situations.
Assisted in maintaining store records/files in a neat and organized manner; helped ensure that manuals were up to-date.
Delaware County Community College － PA
Academy Park High School － Sharon Hill, PA
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