Luke Taylor

Leading a team in a hybrid work environment across multiple channels.

Upwards of 50 direct reports

• Conducted regular reviews with Agents to develop and manage/coach/train/close performance gaps.
• Conducted performance appraisals and makes pay recommendations.
• Performed Ride-a-longs to ensure SOP execution and positively impacts client loyalty and helps employees deliver operational effectiveness while growing the business.
• Ensured safety procedures are communicated proactively and followed by Agents.
• Assisted with delivery and installation of products as needed to support Agents.
• Actively supported Agents in individual and group environments though developmental training, certifications, onboarding and increased proficiencies of team.
• Coached and motivated team to contribute to positive engagement. for themselves and the team
• Ensured Agents are maintaining and using approved tools in a safe manner, following all safety guidelines. Communication
• Communicated and executed Best Buy and Geek Squad Strategies within their area.
• Created consistency in service execution – ultimately protects and grows brand internally and externally.
• Provide teachable point-of-view for new processes, procedures, business segments, and areas of focus.
• Develop and maintain pertinent partnerships (such as Retail) in support of driving business results and improving client experience.

Business Analysis

• Controls costs and delivers productivity goals by monitoring, analyzing business trends, and results on a daily, weekly, monthly basis.
• Ensures necessary licenses and permits are obtained to properly fulfill work without risk of disruption to business.
• Validates inventory management processes are followed to minimize shrink and ensure proper level of inventory.
• Validates appropriate profiles in routing system including skillsets, efficiencies and capacity.

• Create consistency in service fulfillment execution – ultimately protect and grow the brand.
• Work with District and Market Leadership in controlling costs and delivering productivity goals by monitoring and analyzing business trends/results on a daily, weekly and monthly basis.
• Develop action plans to overcome performance gaps
• Teach and coach district and store personnel on effective sales-fulfillment practices.
• Actively participate in Ride-a-longs to ensure SOP execution and operational effectiveness to positively impact client loyalty and grow the business.
• Managing the complexities of a highly mobile workforce (including in home services, scheduling, client satisfaction, productivity) while teaching, coaching, and enforcing store and on-site SOP
• Manage escalations and communicates with store management, dispatch, district partners and corporate on customer issues.
• Control costs and delivering productivity goals by monitoring and analyzing business trends and results
• Evaluate and develop employee business performance through coaching, training, career counseling, goals

Enriched Lives through Technology

• Provide a seamless customer experience by advising and fulfilling on lifestyle recommendations regarding products and services
• Maintain phone and in-person contact with customers to reveal diagnostic discoveries and make recommendations
• Provide feedback, coaching and training to Best Buy store teams
• Provide a variety of fulfillment duties including delivery, installation, integration, networking and troubleshooting consumer electronics devices
• Take the lead on two-person jobs and perform other work alone
• Manage inventory and vehicle maintenance, process paperwork and payment, provide feedback and training opportunities, and follow safety guidelines