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Work Background
Gap Inc.IT Supervisor
Apr. 2022Longview, Texas, United States-Drive continuous improvement by evaluating current processes, technology,
and organizational skills to identify areas of improvement and opportunities
for advancement. Lead by example to cultivate and maintain a culture built
on teamwork, collaboration, and customer focus. Lead and manage
according to the company's and department's vision, goals, mission and
values.
-Responsible for people management, including hiring, mentoring,
improving productivity, performance management, promoting employee
morale, allocating and utilizing resources efficiently, motivating teams, and
handling ongoing training.
-Strong knowledge and experience in managing and exceeding KPIs and
critical technical support metrics including first response time, resolution
time, and customer satisfaction.
-Ensure that high-quality support is delivered to customers via phone, email,
and chat. Ensure that the support team responds to customer inquiries in a
timely and accurate manner.
-Accurately document customer interactions, issues, and resolutions in our
ticketing system. Create additional external and internal documentation to
create consistency and efficiency.
Best BuySenior Consultant
Aug. 2018 - Apr. 2022Longview, Texas, United StatesDrives a positive customer experience by building relationships and providing solutions to their needs. Guides customers through complex solutions across multiple product categories and services in-home, in-store, and virtually. Seamlessly incorporates knowledge across all categories to build broader, more impactful solutions. Exercises relationship skills and adaptation when navigating between the customers' home, retail stores, and virtual environments. Maintains relationships with other employees across channels through coaching and supervision to ensure a smooth process with consultants. Manages the customer interaction from pre-call, to walk-through, to installation and post-sale follow up. Connects customers with appropriate experts within the organization.
Geek SquadGeek Squad Agent
Oct. 2017 - Aug. 2018Longview, Texas, United StatesPerform diagnostics and navigate requested and recommended repairs in a timely fashion. Phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting and defending client devices. Partner with other team members to ensure proper documentation of client requests. Attend targeted trainings and complete necessary certifications on Apple products and services. Achieve Geek Squad sales goals and meet or exceed Client expectations. Support Geek Squad efforts to protect the world, one device at a time
Best BuyDepartment Supervisor
Nov. 2016 - Oct. 2017Drives a positive customer experience by building relationships and providing solutions to their needs. Applies sales experience, knowledge, and expertise to act as the subject matter expert in each department. This includes validating product pricing, signage, availability, and display functions of all ad items. Provides ongoing coaching, training, and motivation to team members and other store personnel as needed to achieve sales goals and highest standards of customer service. Resolves customer service escalations in-person and on the phone. Ensures smooth and accurate customer processing to maximize the customer and employee experience.
Ensures store is prepared for truck arrivals, accurately records and safely handles merchandise, and processes all product paperwork. Executes home delivery, send backs, and damage claims according to standard operating procedures.
Best BuySales Associate
Oct. 2014 - Nov. 2016Longview, Texas, United States
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