Joshua Burnett
East Amherst
Summary
Results-driven professional with extensive experience in customer service and team leadership. Skilled in problem-solving and effective communication, with a commitment to mentoring staff and optimizing store operations for improved customer experiences.
Overview
17
17
years of professional experience
Work History
Store Leader
PetSmart
Lockport
05.2025 - Current
- Supervised daily store operations to create a positive shopping environment that enhanced customer experience.
- Trained team members on customer service best practices and product knowledge.
- Managed inventory levels and organized stock for easy access and visibility.
- Assisted customers in selecting appropriate pet products and services.
- Conducted regular store audits to ensure compliance with company standards.
- Fostered teamwork by encouraging open communication among staff members.
- Managed store operations, including staffing schedules and budgeting, to optimize resource allocation.
- Hired, trained, and evaluated personnel while addressing employee concerns to foster a motivated team.
Experience Manager
Best Buy
Amherst
08.2018 - 05.2025
- Managed customer experience initiatives, enhancing customer satisfaction and loyalty through targeted strategies.
- Coordinated cross-functional teams to streamline operational processes, improving workflow efficiency and collaboration.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Led workshops to promote teamwork and communication among employees.
- Oversaw scheduling to ensure adequate staffing during peak hours and events.
- Provided guidance and support to team members regarding customer service processes and procedures.
- Created training materials and conducted workshops for new employees on best practices for customer service.
- Resolved escalated customer complaints promptly, achieving satisfactory outcomes and strengthening customer relationships.
- Supported sales team members to drive growth and development.
Geek Squad Manager
Best Buy
The Woodlands
08.2014 - 08.2018
- Trained and mentored staff on product knowledge and customer service skills, enhancing overall customer satisfaction.
- Maintained records of customer complaints and queries to identify trends and improve repair service quality.
- Scheduled technicians for repair jobs based on customer requests and recommendations from Service Advisors.
- Oversaw project implementation to align with organizational goals and timelines.
- Monitored staff performance and addressed issues.
- Coached and mentored team members to elevate job performance and foster a collaborative work environment.
Sales Advisor
Best Buy
The Woodlands
08.2009 - 08.2014
- Guided customers in selecting products through personalized recommendations, enhancing their shopping experience.
- Educated customers about available products and services, ensuring they made well-informed choices.
- Showcased product features to deepen customer understanding and facilitate informed purchasing decisions.
- Answered requests and concerns with friendly and knowledgeable service.
- Resolved customer inquiries and complaints with effective communication skills.
- Conducted transactions accurately using point-of-sale systems.
- Collaborated with team members to maintain a clean and inviting sales floor.
- Trained new staff on sales techniques and store policies for improved performance.
Education
High School Diploma -
Williamsville North High School
East Amherst06-2008
Skills
- Store operations
- Inventory management
- Customer assistance
- Budget management
- Team training
- Staff evaluation
- Leadership development
- Customer experience
- Effective communication
- Conflict resolution
Timeline
Store Leader
PetSmart
05.2025 - Current
Experience Manager
Best Buy
08.2018 - 05.2025
Geek Squad Manager
Best Buy
08.2014 - 08.2018
Sales Advisor
Best Buy
08.2009 - 08.2014
High School Diploma -
Williamsville North High School