Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Jerry Knight

Wilmer,AL

Summary

Dynamic and results-oriented professional with years of sales experience in retail leadership and a solid foundation as a manager in IT technical support. Proven track record of driving revenue growth, optimizing operational efficiency, and enhancing customer satisfaction. A strategic leader with a keen understanding of both sales and technical support environments, adept at fostering high-performing teams and implementing effective sales strategies. I bring a unique blend of leadership skills honed in diverse settings. Seeking to leverage this wealth of experience to contribute effectively to a dynamic organization focused on achieving excellence in both sales and technical support operations.

Overview

22
22
years of professional experience

Work History

Technical Support Manager

PowerSchool
10.2023 - 12.2023
  • Responsible for key performance indicators (KPIs) related to employee development, training, workforce management, productivity, service level performance, staffing, and scheduling
  • My responsibilities extend to managing remote agents proficient in phone, email, and chat support, ensuring seamless client support across all communication channels
  • Managed customer contact center with up to 28 support representatives.
  • I leverage platforms such as CCPRO, NetSuite, Teleopti, Slack, Webex, and Teams to effectively lead and coordinate operations.

Client Engagement Manager

West-SchoolMessenger
03.2022 - 10.2023
  • Responsible for advising and leading team Identifying trends in performance data, Technical Platform support as well as making recommendations for action, both on the individual professional and practice level
  • Working in tandem with multiple support teams, System Resource, Developers, Implementations & Sales
  • KPI's, Employee Development, Training
  • Workforce Management, productivity, service level performance, staffing and scheduling
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Managing Remote Agents - Phone- Email & Chat, Supporting Clients in All Channels
  • Managing with and through CCPRO- NetSuite- Teleopti- Slack- Webex- Teams

Technical Resource Specialist

West Televox Solutions
11.2018 - 03.2022
  • A Technical Resource Specialist facilitates issue resolution on technical client requests, using troubleshooting, analytical and problem-solving skills
  • Responsible for thoroughly documenting client needs and expectations and case resolution outcome and for appropriately transitioning client requests as indicated by departmental procedures.
  • CRM, Case management, Break fix resolution.

Geek Squad Manager

Best Buy
01.2014 - 11.2018
  • Responsible for the end-to-end operation of the Geek Squad Precinct and Autotech Bay utilizing Best Buy's Standard Operating Procedures
  • As the Geek Squad Manager I am accountable for leading a team of Agents, ensuring a world class Client experience and driving exceptional business results while being an ambassador for Geek Squad and Best Buy
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Frequently inspected production area to verify proper equipment operation.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Top in Geek Squad Ranked #1 in Company FY17
  • Achievers “Top of the Top” Recipient FY17.

Home Sales Manager

Best Buy
01.2012 - 01.2014
  • Business Management, Employee Experience, Customer Experience, P&L Analysis, Store Trainings, Customer Resolutions, Company Networking and Financial Outcomes
  • Performance Management, Employee Development, Event Planning.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.

Customer Solutions Manager

Best Buy
01.2011 - 01.2012
  • Business Management, Employee Experience, Customer Solutions, P&L Analysis, Store Trainings, Customer Resolutions, Employee Experience, Market Networking and Financial Outcomes.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.

Operations Manager

Best Buy
01.2010 - 01.2011
  • Gap Management, Branded Payments, Admin, Customer Solutions
  • Increased profit by streamlining operations.
  • Performance Management, Employee Development, Store Opening and Closing, Harvest Graduate District 56 2010-2011.

Sales Supervisor

Best Buy
01.2009 - 01.2010
  • Sales Proficiently, Business Plans, Customer Solutions, Field Management System, Processing Daily and weekly Reports, Coaching Employee's on products and Solutions, Supervisor University D56 June-2010
  • Performance Management, Employee Development, Store Openings.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
  • Constructed displays and signs to promote specified products and sales promotions.

Business Sales Supervisor

Best Buy
01.2007 - 01.2009
  • Scheduling, Business Plans, Business Customer Solutions, Best Buy for Business Data Entries of new Businesses, Processing weekly Reports and Updates, Inventory, Business Leads, Merchandising, Employee Development
  • Analyzed sales data to set quotas and assess potential areas of growth.
  • Supervisor University District 27 April-2008.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.

Assistant Manager

Rex
01.2006 - 01.2007
  • Sales, Customer Service Support, Inventory, Merchandising, Opening and Closing Duties.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

Supervisor of Home Theater and Digital Imaging

Best Buy
01.2003 - 01.2006
  • Business Plans, Customer Service, Processing weekly Reports and Updates, Scheduling, Training Employee's on products and duties
  • Inventory, Merchandising, Performance Management
  • Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
  • Voted MVP for September-October 2003 for Outstanding Performer, Voted Sales MVP June-2003
  • Named “Top Gun” for Sustained Top Quality Performance for a 6-month period number one department in district 2004.

Entertainment & Electronic Specialist

Super Target
01.2002 - 01.2003
  • Specializing in all Digital areas
  • Inventory, Customer Service, Planograms
  • Merchandising, Re-stocking, Cashier, Street Dates.
  • Welcomed customers to store and assessed needs in relation to electronic goods.
  • Applied knowledge of electronics products to educate prospects and customers.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Utilized highly developed interpersonal and people skills to approach customers and engage in conversations.

Education

High School Diploma -

Boulder City High School
Boulder City, NV
05.1995

Skills

  • Staff Training
  • Escalation Management
  • Customer Communications
  • Vendor Relations
  • Managing Service Level Agreements
  • Customer Support
  • Operations Management
  • Technical Troubleshooting
  • Quality Control Guidelines
  • Cross-functional Collaboration
  • Critical Thinking
  • Time Management

Timeline

Technical Support Manager

PowerSchool
10.2023 - 12.2023

Client Engagement Manager

West-SchoolMessenger
03.2022 - 10.2023

Technical Resource Specialist

West Televox Solutions
11.2018 - 03.2022

Geek Squad Manager

Best Buy
01.2014 - 11.2018

Home Sales Manager

Best Buy
01.2012 - 01.2014

Customer Solutions Manager

Best Buy
01.2011 - 01.2012

Operations Manager

Best Buy
01.2010 - 01.2011

Sales Supervisor

Best Buy
01.2009 - 01.2010

Business Sales Supervisor

Best Buy
01.2007 - 01.2009

Assistant Manager

Rex
01.2006 - 01.2007

Supervisor of Home Theater and Digital Imaging

Best Buy
01.2003 - 01.2006

Entertainment & Electronic Specialist

Super Target
01.2002 - 01.2003

High School Diploma -

Boulder City High School

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Jerry Knight