Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Emir Murillo

Valencia,CA

Summary

I would like to present myself as an excellent candidate. I have been in a leadership role within Best Buy Stores/In-Home for over 15 years, 12 of those as Services Leader, giving the necessary background, familiarity, and drive to implement the company's goals and exceed customer service expectations. With 15+ years of managing and leading teams successfully by providing World Class Customer Service experience as well as technical support. Seeking employment with a company where my talents and skills to build the success of the company while experience advancement opportunities, succeeding in a stimulating and challenging environment.

Overview

17
17
years of professional experience

Work History

Sales and Services Supervisor

Best Buy
01.2007 - 06.2012
  • Store leader responsible for inspiring employees to deliver Best Buy's customer promise
  • Ensure employees are deployed efficiently and deliver a great customer experience
  • Managed employee experience, development, and performance management
  • Analyzed performance indicators against business strategies and leads their team to facilitate growth or improve results
  • Drives localized customer and employee strategies and shares trends with the Store Experience Manager
  • Identifies opportunities in their store to improve the customer and employee experience
  • Leads efforts to maximize or course-correct results
  • Motivate, inspire, and coach behaviors that lead to an exceptional client experience
  • Ensure Agents are knowledgeable and proficient at presenting appropriate service and product offerings
  • Assist Store Manager to recruit, hire, and retain a diverse Agent workforce.

Retail Advisor - Consumer / SMB-Business Sales

Verizon
10.2023 - Current
  • Generate retail sales while providing best direct to consumer retail experience to expand Verizon network.
  • Enhanced customer satisfaction by providing personalized product recommendations and addressing concerns.
  • Learn and uncover customers' needs by creating connections and asking right questions.
  • Position product insights and solution recommendations to provide customers with a complete top-down sales solution.
  • Close sales by using phenomenal communication skills to fulfill customer needs with simple and intuitive tech solutions.
  • Set and maintain visual merchandising, VMP compliance and displays.
  • Assisted management with scheduling tasks, ensuring optimal staffing levels during peak hours.
  • Assisted in training new team members, resulting in knowledgeable and efficient workforce.

Geek Squad Manager

Best Buy
- 01.2023
  • As the Geek Squad Manager, I was responsible for day-to-day operations inclusive of the Precinct (computer, mobile and PC repair service) and Auto tech Bay (Auto installation fulfillment services)
  • Accountable for leading a team of Agents in a manner that fosters a world class Client experience and drives exceptional business results
  • Also responsible for the entire store operation while acting as Manager on Duty including ’Monitor sales activity, employee productivity, merchandising standards, customer service, and processing provide direction and management authorization as needed Resolve complex client/customer issues Review/generate management reports as needed
  • Managed day-to-day operations of the Precinct and AutoTech Bay including’ scheduling, merchandising standards, expense management, inventory integrity, security and protection of Client assets
  • Provide work direction, training and development for a team of Diverse Agents
  • Monitors Agent skill set achievement
  • Communicate and coached a team of Diverse Agents to help achieve Company strategy, local business plans and execute STI
  • Analyzed and evaluated both financial and Agent performance to develop plans that drive Precinct and AutoTech Bay performance and overall Services revenue
  • Assists Clients per STI to solve their technology needs which range from setting up new services on a new product/solution, to fixing/troubleshooting or repairing a solution we've already sold
  • Assists the General Manager with recruiting, hiring, and retaining a diverse Agent workforce in line with headcount guidelines
  • Responsible for team building, coaching, and motivating other agents to perform in a manner that personifies the Best Buy Brand and Geek Squad culture
  • Accountable for revenue performance for the Precinct and AutoTech Bay by identifying business opportunities and ensuring a consistent client experience
  • Monitor NPS daily for Geek Squad precinct and Auto Tech Bay to ensure the Agents are consistently providing a world-class experience for the client
  • Accountable to customers for any unsatisfactory experience within the Best Buy Stores
  • More importantly, in charge of quickly and effectively resolving any issues for customers, both short term and long term, by evaluating and reporting any underlying issues interfering with the company's high-performance standards
  • Assist and provide input regarding labor management to meet profit goals
  • Key Holder, open or close the store.

Home Services Experience Manager

Best Buy
01.2022 - 01.2023
  • Directly responsible for day-to-day management of driving home channel fulfillment consistency, efficiency, and quality of work completed by Best Buy/Geek Squad employees in their assigned area with over 30 Agents under direct report in L.A Market
  • Drove positive customer experience by building relationships and providing solutions to their needs
  • Monitored customer service performance metrics and identified trends that allowed for proactive adjustments and improved customer experience
  • Conducted regular reviews with Agents to help their development and close performance gaps
  • Developed area and individual action plans to overcome performance gaps
  • Conduct performance appraisals and make pay recommendations
  • Ensured that safety procedures are communicated clearly and followed by Agents proactively
  • Created consistency in service execution, ultimately protecting and growing the brand
  • Provided teachable point of view for new processes, procedures, business segments, and areas of focus
  • Developed and maintained pertinent partnerships to drive business results and improve client experience
  • Control cost and delivered productivity goals by analyzing business trends on daily, weekly, and monthly basis
  • Ensured necessary licenses and permits are obtained to properly fulfill work without risk of disruption to business
  • Validate inventory management process and ensure that they are followed to minimized shrink and ensure proper levels of inventory
  • Fleet management of In-Home Services Vehicles

Education

Some College (No Degree) -

Westwood College

Skills

  • Leadership
  • Team Building
  • Decision Making
  • Communication
  • Problem Solving
  • Goal and results oriented
  • Customer Service
  • Organization
  • Delegation
  • Emotional Intelligence

References

  • Alem Cabaravdic, Alem.Cabaravdic@Bestbuy.com, (818) 430-O927
  • Michael Kugel, Michael.Kugel@gmail.com, (661)310-8392

Languages

Spanish
Native or Bilingual

Timeline

Retail Advisor - Consumer / SMB-Business Sales

Verizon
10.2023 - Current

Home Services Experience Manager

Best Buy
01.2022 - 01.2023

Sales and Services Supervisor

Best Buy
01.2007 - 06.2012

Geek Squad Manager

Best Buy
- 01.2023

Some College (No Degree) -

Westwood College

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Emir Murillo