Summary
Overview
Work History
Education
Skills
Timeline
Generic

Freddie Burnett

Chicago,IL

Summary

Seasoned Resolution Team Lead boasting significant experience in conflict resolution, customer service, and team management. Expertise includes developing effective resolution strategies, implementing process improvements and leading high-performing teams. Known for strong interpersonal skills, ability to handle complex situations with tact and diplomacy, and consistent contribution toward achieving organizational goals.

Overview

31
31
years of professional experience

Work History

Resolution Team Lead

Best Buy
Bolingbrook, IL
08.2019 - 09.2024
  • Facilitated regular team meetings to review current projects, prioritize tasks and discuss process improvements.
  • Analyzed data collected from customer interactions to identify trends and areas for improvement in the resolution process.
  • Created detailed reports highlighting KPIs, SLAs, team productivity. for management review.
  • Established clear objectives for each team member and held them accountable for meeting those goals.
  • Identified training needs within the team and created learning plans to increase knowledge base of staff members.
  • Communicated regularly with customers regarding resolutions or updates on their cases and inquiries.
  • Resolved escalated customer complaints in a professional manner while adhering to company policies and procedures.
  • Participated in cross-functional initiatives aimed at improving overall customer satisfaction levels.
  • Assisted with onboarding new hires by providing training materials and orientations on department procedures and policies.
  • Documented workflows, guidelines, troubleshooting steps. related to resolution activities.
  • Provided technical support as needed during peak times or when additional resources were required.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.

Geek Squad Operative

Best Buy
Bolingbrook, IL
06.2016 - 08.2019
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked with cross-functional teams to achieve goals.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked effectively in team environments to make the workplace more productive.

Home Sales Business Manager

Best Buy
Burbank, IL
05.2012 - 06.2016
  • Developed and implemented sales strategies to increase market share and maximize profits.
  • Created customer service policies to ensure that customers were satisfied with their purchase experience.
  • Analyzed customer feedback, identified areas of improvement and developed plans for action.
  • Managed a team of sales representatives, providing guidance, support and coaching as necessary.
  • Monitored daily sales activities, ensuring that goals were met on time and within budget.
  • Researched competitors' products and services, utilizing findings to develop competitive pricing models.
  • Conducted regular meetings with the sales staff to review performance, set objectives and establish strategy for growth.
  • Developed relationships with key clients in order to maintain loyalty and promote long-term success.
  • Performed sales consultations and educated clients on products and services.
  • Achieved company growth and brand development through market expansion and sales.
  • Resolved customer complaints regarding sales and service.
  • Executed strategic sales plans to expand customer base and revenue.

Appliance Manager

Best Buy
North Riverside, IL
10.2006 - 05.2012
  • Developed and maintained effective working relationships with customers to ensure customer satisfaction.
  • Monitored work progress and provided guidance as needed to ensure quality standards were met.
  • Resolved customer complaints in a professional manner ensuring customer satisfaction.
  • Created reports for management summarizing the status of appliance repairs, inventory levels, and customer feedback.
  • Implemented strategies to increase efficiency and reduce costs associated with appliance repairs.
  • Developed standard operating procedures for all aspects of the appliance repair process including installation, maintenance, troubleshooting.
  • Maintained current knowledge of industry trends related to new technologies in appliance repair services.
  • Participated in weekly staff meetings to discuss issues related to workloads, scheduling conflicts, customer feedback.

Geek Squad Supervisor

Best Buy
North Riverside, IL
01.2005 - 10.2006
  • Directed and supervised team of 15 employees in daily operations.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Evaluated employee performance through periodic reviews and documented results accordingly.

Operations Manager

Best Buy
North Riverside, IL
06.2003 - 01.2005
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Created detailed reports on the performance of individual departments within operations.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.

Operations Supervisor

Best Buy
North Riverside, IL
09.2002 - 06.2003
  • Developed and implemented standard operating procedures to ensure efficient workflow.
  • Identified areas of improvement and developed strategies to increase efficiency.
  • Monitored staff performance and provided feedback for improvement.
  • Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
  • Maintained accurate records of employee attendance and performance reviews.
  • Resolved customer complaints in a timely manner to maintain customer satisfaction.
  • Provided support to other departments as needed to meet organizational goals.
  • Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
  • Assisted in the hiring process by conducting interviews and making recommendations for new hires.

Inventory Manager

Best Buy
North Riverside, IL
04.2001 - 09.2002
  • Developed, implemented and maintained inventory control systems to ensure accurate record keeping.
  • Analyzed current processes and identified areas of improvement for better efficiency in the inventory management process.
  • Performed regular cycle counts to maintain accuracy of inventory records.
  • Maintained high levels of product availability by ensuring timely replenishment of stock.
  • Collaborated with other departments to coordinate supply chain activities and optimize production schedules.
  • Ensured product quality and safety standards were met throughout the inventory process.
  • Identified discrepancies between physical counts and computer records; investigated causes and took corrective action as needed.
  • Coordinated with internal departments regarding returns, exchanges, credits due to damaged goods or wrong shipments.

Merchandise Manager

Best Buy
North Riverside, IL
02.2000 - 04.2001
  • Developed and implemented merchandise strategies to increase sales.
  • Analyzed customer preferences and buying trends to determine the optimal product mix for the store.
  • Monitored inventory levels by tracking stock movement, conducting regular physical counts, and adjusting forecasts accordingly.
  • Managed store personnel in order to meet staffing requirements while staying within budget.
  • Established guidelines for ordering, stocking, merchandising, displaying products, and maintaining visual standards of the store.
  • Coordinated with other departments such as marketing and finance to ensure a successful launch of new products or services.
  • Provided ongoing training for staff members on how best to utilize merchandise resources.

Computer Sales Supervisor

Best Buy
North Riverside, IL
01.1999 - 02.2000
  • Supervised and trained a team of computer sales staff in customer service, product knowledge, and sales techniques.
  • Monitored and tracked daily sales activities to ensure goals were met.
  • Organized promotional events to increase brand awareness and drive store traffic.
  • Developed strategies to enhance customer satisfaction and retention.
  • Analyzed market trends, competitor pricing, and product availability to adjust inventory levels accordingly.
  • Resolved customer complaints efficiently while ensuring their loyalty.
  • Conducted regular staff meetings to discuss best practices and new initiatives.
  • Identified opportunities for improvement in the overall sales process and implemented solutions effectively.

Home Theater Supervisor

Best Buy
North Riverside, IL
03.1997 - 01.1999
  • Planned and coordinated home theater installations with customers, contractors, and vendors.
  • Monitored customer service levels to ensure satisfaction with installation process.
  • Developed strategies for increasing efficiency of installation processes while maintaining quality standards.
  • Trained new technicians on installation processes and safety protocols.
  • Provided guidance to customers on the use of audio-visual components for optimal performance.
  • Assisted in resolving customer complaints concerning products or services provided by the company.
  • Prepared reports summarizing completed jobs and projected timelines for upcoming projects.
  • Organized inventory of supplies necessary for successful completion of installations.
  • Evaluated existing procedures and recommended improvements when necessary.
  • Aligned sales team members with objectives and revitalized operations to improve revenue and margin.

Appliance Sales Senior

Best Buy
North Riverside, IL
10.1995 - 03.1997
  • Assisted customers in finding the right appliance for their needs and budget.
  • Provided product information and pricing to customers.
  • Maintained inventory of appliances, parts, and accessories.
  • Processed orders for new appliances, parts, and accessories.
  • Developed relationships with vendors to ensure timely delivery of products.
  • Coordinated with store managers to ensure proper placement of displays in showroom.
  • Ensured all merchandise was properly tagged and priced accurately.
  • Resolved customer complaints regarding product performance or service issues.
  • Organized promotional events such as special sales or discounts.
  • Discussed customer needs to understand preferences and proceeded to narrow down specific appliance recommendations.
  • Attended product training offered by appliance vendors to stay updated on features and benefits of appliances being marketed.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.

Sales Associate Specialist

Best Buy
North Riverside, IL
09.1993 - 10.1995
  • Provided excellent customer service by responding to customer inquiries and complaints in a timely manner.
  • Assisted customers with product selection, purchase decisions, and payment processing.
  • Conducted regular inventory audits to ensure accuracy of stock levels.
  • Performed cashier duties such as processing payments, issuing receipts, and handling returns and exchanges.
  • Developed relationships with existing customers through follow-up calls or emails.
  • Maintained cleanliness of the store including stocking shelves, setting up displays, and organizing backroom inventory.
  • Consistently met established sales goals while providing exceptional customer service.

Education

Some College (No Degree) - Business Administration and Management

University of Illinois At Chicago
Chicago, IL

Some College (No Degree) - Business Management

Triton College
River Grove, IL

Skills

  • Team Management
  • Goal Setting and Achievement
  • Client Retention Strategies
  • Complaint Investigation
  • Reporting and documentation
  • Spreadsheet tracking
  • Customer Service
  • Call Documentation
  • De-Escalation Techniques
  • Issue and Complaint Resolution
  • Business development understanding
  • Microsoft Office
  • Problem-solving skills
  • Relationship Building
  • Remote Office Availability
  • Adaptability and Flexibility
  • Sales Transactions

Timeline

Resolution Team Lead

Best Buy
08.2019 - 09.2024

Geek Squad Operative

Best Buy
06.2016 - 08.2019

Home Sales Business Manager

Best Buy
05.2012 - 06.2016

Appliance Manager

Best Buy
10.2006 - 05.2012

Geek Squad Supervisor

Best Buy
01.2005 - 10.2006

Operations Manager

Best Buy
06.2003 - 01.2005

Operations Supervisor

Best Buy
09.2002 - 06.2003

Inventory Manager

Best Buy
04.2001 - 09.2002

Merchandise Manager

Best Buy
02.2000 - 04.2001

Computer Sales Supervisor

Best Buy
01.1999 - 02.2000

Home Theater Supervisor

Best Buy
03.1997 - 01.1999

Appliance Sales Senior

Best Buy
10.1995 - 03.1997

Sales Associate Specialist

Best Buy
09.1993 - 10.1995

Some College (No Degree) - Business Administration and Management

University of Illinois At Chicago

Some College (No Degree) - Business Management

Triton College

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Freddie Burnett