James Beaudry
Auburn,MA
Summary
A seasoned professional with a proven track record at Best Buy, Geek Squad, I excel in enhancing customer satisfaction and loyalty through high level and consistent problem resolution and complaint handling. My mentorship of junior technicians and strategic relationship-building have significantly increased repeat business, showcasing my adeptness in both technical expertise and empathetic customer service.
Overview
17
17
years of professional experience
Work History
Customer Care Specialist II (remote From Home)
Best Buy, Geek Squad
04.2021 - 05.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
RECON Appliance Repair Technician (remote)
Best Buy, Geek Squad
07.2018 - 04.2021
- Educated customers on use, care and adjustments of appliances, TVs, as well as selling our services.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Troubleshot diverse problems across multiple appliance and TV brands and models, demonstrating adaptability and expertise in the field.
- Reduced service call duration by effectively diagnosing issues prior to arrival at client locations.
- Remotely diagnosed and resolved complex technical issues for a wide range of appliances and TVs, ensuring proper functioning.
- Mentored junior technicians, sharing valuable skills and techniques that increased their efficiency and proficiency in appliance repair tasks.
- Increased repeat business through effective relationship-building strategies, including personalized follow-up communications after completing repairs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Appliance Repair Technician
Best Buy, Geek Squad
11.2011 - 07.2018
- Educated customers on use, care and adjustments of appliances.
- Troubleshot diverse problems across multiple appliance, and TV brands and models, demonstrating adaptability and expertise in the field.
- Received consistently positive feedback from customers for prompt response times and successful repairs.
- Maintained accurate records of all completed repairs, contributing to streamlined operations and better resource allocation.
- Disassembled, repaired and reassembled equipment in good working order.
- Diagnosed and resolved complex technical issues for a wide range of appliances, ensuring proper functioning.
- Managed inventory of replacement parts, ensuring availability for timely repairs while minimizing overhead costs.
- Participated in ongoing professional development to stay current on industry trends and best practices for appliance repair.
- Maintained excellent working relationships with manufacturers, staying up-to-date on recall information and product updates.
- Diagnosed issues with appliances and made repairs.
- Mentored junior technicians, sharing valuable skills and techniques that increased their efficiency and proficiency in appliance repair tasks.
- Increased repeat business through effective relationship-building strategies, including personalized follow-up communications after completing repairs.
Home Theater Installer
Best Buy, Geek Squad
01.2009 - 11.2011
- Laid out materials and system components to prepare for installation.
- Operated tools, equipment, and machinery according to safety standards.
- Installed complete systems at new residential and business construction sites.
- Enhanced customer satisfaction by providing timely and accurate installations.
- Calculated materials and time needed for each job.
- Reduced callbacks by thoroughly testing installed equipment for proper functionality before leaving the job site.
- Trained new installers on best practices and company procedures, fostering a collaborative learning environment that strengthened overall team performance.
Operations Manager, Customer Experience
Best Buy
04.2007 - 01.2009
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Managed and motivated employees to be productive and engaged in work.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
High School Diploma -
Auburn High School
Auburn, MA05-2003
Skills
- Payment processing
- Quality assurance
- General product support
- Inbound customer service
- Complaint handling
- Problem resolution
- Customer service
- Appointment scheduling
- Documentation and reporting
- Order processing
- Customer service excellence
Timeline
Customer Care Specialist II (remote From Home)
Best Buy, Geek Squad
04.2021 - 05.2024
RECON Appliance Repair Technician (remote)
Best Buy, Geek Squad
07.2018 - 04.2021
Appliance Repair Technician
Best Buy, Geek Squad
11.2011 - 07.2018
Home Theater Installer
Best Buy, Geek Squad
01.2009 - 11.2011
Operations Manager, Customer Experience
Best Buy
04.2007 - 01.2009
High School Diploma -
Auburn High School
Similar Profiles
Elizabeth OlinElizabeth Olin
Geek Squad Consultation Agent at Best Buy, Geek SquadGeek Squad Consultation Agent at Best Buy, Geek Squad
Ian AppoldIan Appold
Advanced Repair Agent at Best Buy, Geek SquadAdvanced Repair Agent at Best Buy, Geek Squad
Xavier BoddieXavier Boddie
Consumer Electronics Technician at Best Buy, Geek SquadConsumer Electronics Technician at Best Buy, Geek Squad