Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Lolita Burgess

Lolita Burgess

Fenton

Summary

Dynamic leader with over 30 years of proven success in driving exceptional performance across diverse teams. Expertise in Learning and Development, multi-unit management, and training empowers teams to consistently exceed expectations through robust developmental initiatives and cross-functional collaboration. A strong commitment to fostering a growth mindset enhances support for adult learners, ensuring continuous improvement and skill advancement rooted in individual strengths. Passionate about cultivating an environment where individuals thrive and achieve their full potential, contributing to organizational success.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Home Services Experience Manager

Best Buy, Geek Squad
09.2020 - Current
  • Led strategic initiatives to enhance customer experience and satisfaction across multiple service channels.
  • Developed comprehensive training programs for staff, fostering strength based skill growth and service excellence.
  • Conducted regular performance evaluations to identify areas for improvement and implement effective solutions.
  • Established key performance indicators to monitor progress toward organizational goals and improve accountability.
  • Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Senior Manager Learning & Development

Best Buy Co Inc.
12.2019 - 09.2020
  • Led cross-functional teams and collaborated with internal and external stakeholders to develop complex business strategies within Learning & Development.
  • Evaluated and optimized company training methodologies, resolving inefficiencies and driving performance improvements that aligned with and exceeded key business objectives.
  • Managed a team of direct reports across multiple facilitation platforms, while also providing strategic consultation and instructional design expertise for L&D initiatives.
  • Delivered impactful training sessions to audiences ranging from 20 to 2,000 participants, transitioning to virtual platforms (Adobe Connect, Zoom, Teams) over the past 2.5 years.
  • Coordinated and scheduled training programs at both territorial and national levels, ensuring alignment with evolving business needs and timelines.
  • Designed and executed strategic initiatives that contributed to revenue growth and expanded market share through targeted learning solutions.

Market Trainer

Best Buy Co Inc.
06.2012 - 01.2020


  • Established business improvement groups to gather feedback and insights, enhancing training content and aligning delivery with evolving organizational mandates.
  • Facilitated professional development courses across diverse topics—including business strategy, foundational skills, Diversity & Inclusion, and product knowledge—via both live and virtual formats.
  • Led interactive workshops to strengthen customer engagement and boost sales performance across cross-functional teams.
  • Implemented digital training tools to streamline onboarding processes, improving efficiency and reducing ramp-up time for new hires.
  • Ensured consistent delivery of the company’s operating model across all learning platforms, contributing to enterprise-wide improvements in performance and expectations.

General Manager

Best Buy Co Inc.
05.2004 - 06.2012
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency of 80+ employees.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Achieved highest honors in performance with several General Managers promoted from store locations
  • Received superior customer service satisfaction scores for 10 consecutive quarters.

District Operations Manager

Best Buy
07.1999 - 05.2004
  • Devised, deployed and monitored processes to boost long-term business success and increase profit levels specifically with store operations.
  • Implemented operational strategies and effectively built customer and employee loyalty through learning and development centered around strengths.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and P&L's.

Education

Associate of Arts - Business Administration And Management

Wayne State University

Skills

  • Enterprise Collaboration & Agility

    • Cross-Departmental Collaboration
    Stakeholder Engagement & Organizational Change Management
    Systems Thinking & Root Cause Analysis
    Performance Optimization & Strategic Communication

  • Facilitation & Relationship Building

    • Workshop Facilitation (Groups of 5 to 200)
    Diversity & Inclusion Facilitation
    Influence Without Authority
    Customer Engagement Training & Sales Technique Coaching
    Cultivating Strong Partnerships

  • Adult Learning & Instructional Design

    • Instructional Design (ADDIE Methodology)
    Adult Learning Principles & Strategic Learning Techniques
    Educational Content Creation & E-Learning Facilitation
    Virtual Training Development (Adobe Connect, Zoom, Teams)
    National Leadership Training & Program Scheduling
    Educational Settings & Learning Platform Expertise

Accomplishments

Training Magazine National Ranked in top 10 ( L&D)

Geek Squad Territory Jedi Graduate

Achiever Winner 6X- General Manager(2), Multi-Unit Leader, Market Trainer, Home Services Peer Recommendation, 30 year Tenure.

Market Inclusion and Belonging Lead

Certification

Inclusion and Belonging Certified (BCIP)

Gallop- Strength Based Training

Adobe Connect Virtual Training Certified


Timeline

Home Services Experience Manager

Best Buy, Geek Squad
09.2020 - Current

Senior Manager Learning & Development

Best Buy Co Inc.
12.2019 - 09.2020

Market Trainer

Best Buy Co Inc.
06.2012 - 01.2020

General Manager

Best Buy Co Inc.
05.2004 - 06.2012

District Operations Manager

Best Buy
07.1999 - 05.2004

Associate of Arts - Business Administration And Management

Wayne State University

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Lolita Burgess