Demarkio Reeves
Bronx,NY
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Geek Squad Manager
Best Buy
07.2019 - Current
- Fosters positive customer experience through relationship-building and addressing their needs effectively.
- Increased NPS year over year to 88%
- Manages budgets, overtime, and approves weekly payroll.
- Ensures execution of standard operating procedures and assists employees in achieving operational effectiveness to contribute to business growth.
- Oversees hiring process, including posting roles, conducting interviews, and extending job offers.
- Establishes consistency in service execution to safeguard and enhance brand.
- Provides coaching and communication to address operational gaps.
- Controls costs and achieves productivity goals through daily, weekly, and monthly analysis of business trends
Geek Squad Senior Agent
Best Buy
08.2018 - 07.2019
- Contributes to fostering positive customer experience through relationship-building, demonstrating empathy, and offering effective solutions to their needs.
- Collaborates with Geek Squad Manager or independently assigns staff to assist clients with diagnosis, repair, service, and follow-up.
- Effectively communicates department goals and relevant company information to Precinct members in clear, accurate, and timely manner.
- Engages directly with clients to ensure staff addresses service and repair issues while attaining department goals, handling escalated client service matters.
- Offers continuous coaching and serves as consultant to Precinct Agents and other store personnel, as required, to meet goals and maintain high standards of customer service.
Geek Squad Advanced Repair Agent
Best Buy
04.2016 - 08.2018
- Quickly and accurately diagnose technology issues and present solutions to maintain, repair, and service Windows, Mac OS, iOS, and other computing platforms
- Take advantage of opportunities to improve process of assessing, testing and performing store and customer repairs
- Help other employees understand how to successfully use range of Geek Squad resources in solving customer needs
- Maintained operations regarding shipping and receiving of clients' units to and from repair center
- Represent Geek Squad brand
- Prepared, packaged, and ensured proper entitlements were in place prior to shipping units
- Maintained accuracy of inventory within repair queues, complete queues, and shipping queues
- Submitted escalations if necessary to ensure speedy and accurate turn time
- Communicated with clients regarding status updates, questions and scheduling of in store reservations.
Geek Squad Consultation Agent
Best Buy
02.2015 - 03.2016
- Consulted with clients to determine technical issues while finding repair solutions and selling services
- Troubleshot various technical issues on array of connected devices for clients while providing client education
- Performed device setups, software installations and repairs for computers, tablets, and cellular phones
- Verified functionality in store stock products, and items being returned which can be resold.
Best Buy Sales Consultant - Computing and Digital Imaging
Best Buy
07.2014 - 01.2015
- Selling products and services by developing strong relationships with customers
- Continuously learning and self-development for all things technology to educate customers and other employees
- Inspire customers by showing them what's possible with technology
- Frequently exploring and learning about new products and solutions.
Education
High School Diploma -
Bronx Community College
The Bronx, NY01.2014
Skills
- Customer Service
- Teamwork
- Adaptability
- Financial Management
- Operations Management
- Staff Development
- Performance Management
- Complex Problem-Solving
- Technical Proficiency
- Time Management
- Continuous Learning
- Sales and Upselling
Certification
- Apple Certified iOS Technician (ACIT) 2016
- Gold level Geek Squad Advanced Repair Agent (ARA)
Life outside of work.
My hobbies consists hanging out with my fiancee and kids, watching movies, anime, reading manga, playing video games, and I'm a really big foodie.
Timeline
Geek Squad Manager
Best Buy
07.2019 - Current
Geek Squad Senior Agent
Best Buy
08.2018 - 07.2019
Geek Squad Advanced Repair Agent
Best Buy
04.2016 - 08.2018
Geek Squad Consultation Agent
Best Buy
02.2015 - 03.2016
Best Buy Sales Consultant - Computing and Digital Imaging
Best Buy
07.2014 - 01.2015
High School Diploma -
Bronx Community College