Summary
Overview
Work History
Skills
Languages
Timeline
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Luis Francisco

New York

Summary

linkedin.com/in/luis-a-francisco


Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

7
7
years of professional experience

Work History

TECHNICAL SUPPORT SPECIALIST

Yext
04.2022 - Current
  • Assist a diverse set of clients to help maximize their experience with the Yext platform.
  • Troubleshoot and answer client inquiries while maintaining inbound queue management strategies to ensure adherence to the SLA.
  • Drive positive client outcomes by consistently meeting and exceeding KPIs such as productivity and CSAT.
  • Configure platform and provide data management services to clients and partners Collaborate with internal teams to drive technical and feature requests to fruition.

GEEK SQUAD MANAGER

Best Buy
08.2019 - 02.2022
  • Managed the day-to-day operations of the computer repair center and Autotech Bay including: scheduling, merchandising standards, expense management, inventory integrity, security and protection of client assets.
  • Provided work direction, training and development for a team of 12 agents Drove a positive client experience with an NPS score of 85/month or better.
  • Solved clients’ technology needs including troubleshooting, repairs, escalations, etc. Recruited, hired, and retained a diverse workforce.

EXPERIENCE SUPERVISOR

Best Buy
04.2018 - 08.2019
  • Drove positive outcomes of key sales indicators within the department in support of Revenue, Margin, and NOP goals.
  • Analyzed performance indicators against business strategies and led team of 26 employees to facilitate growth and improve results.
  • Recognized, trained and performance managed employees to reach their full potential.

SALES TEAM LEAD

Best Buy
08.2017 - 04.2018
  • Drove customer and employee strategies and shared trends with the Assistant Sales Manager
  • Led a team of 9 employees to help create a positive customer and employee experience

Skills

  • Customer Service
  • Sales
  • Leadership
  • Relationship Management
  • Training & Development
  • Expectation Management
  • Communication
  • Problem Solving
  • Microsoft Office
  • Google Suite
  • Zendesk
  • Yext

Languages

Spanish
English

Timeline

TECHNICAL SUPPORT SPECIALIST

Yext
04.2022 - Current

GEEK SQUAD MANAGER

Best Buy
08.2019 - 02.2022

EXPERIENCE SUPERVISOR

Best Buy
04.2018 - 08.2019

SALES TEAM LEAD

Best Buy
08.2017 - 04.2018

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Luis Francisco