Michael Silvera
Louisville,KY
Summary
Over 11 years of customer service experience, consistently engaging in direct interactions with customers to develop strong communication skills and effective teamwork abilities. Possessing 7 years of leadership experience, successfully resolving customer and client issues while maintaining a customer-centric approach. Motivated by the power of teamwork and driven to deliver exceptional customer service while promoting company growth.
Overview
12
12
years of professional experience
Work History
Market Delivery Team Lead
Lowes Home Improvment
04.2022 - Current
- Provided coaching for current employees as well as training for new employees.
- Assisted in on boarding new employees.
- Helped manage day to day operations both in the office and warehouse.
- Managed vendor relations with appliance manufactures and assisted in getting product into customers homes on time.
- Assist with day to day trouble shooting and finding solutions for customers.
Geek Squad Manager
Best Buy
11.2019 - 11.2020
- Managed the day-to-day operations of the Precinct 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 Diverse Agents
- Communicated with and coached a team of Diverse Agents to help achieve Company strategy, local business plans and execute SOP
- Managed the entire store operation while acting as Manager on Duty including: Monitoring sales activity, employee productivity, merchandising standards, customer service, and processing
- Providing direction and management authorization as needed
- Resolving complex client/customer issues
- Review/generate management reports as needed
- Assisted Clients per SOP to solve their technology needs which range from setting up new services on a new product/solution, to fixing/troubleshooting or repairing a solution we've already sold
- Assisted the General Manager with recruiting, hiring, and retaining a diverse Agent workforce in line with headcount guidelines.
PC Supervisor
Best Buy
01.2016 - 11.2019
- Applied sales experience, knowledge, and expertise to act as the subject matter expert in each department
- This included validating product pricing, signage, availability, and display functions of all ad items
- Provided ongoing coaching, training, and motivation to team members and other store personnel as needed to achieve sales goals and highest standards of customer service
- Resolved customer service escalations in-person and on the phone
- Ensured smooth and accurate customer processing to maximize the customer and employee experience
- Ensured store is prepared for truck arrivals, accurately records and safely handles merchandise, and processes all product paperwork
- Executed home delivery, send backs, and damage claims according to standard operating procedures
- Helped drive and reach sales goals
Microsoft Expert
Best Buy
02.2013 - 01.2016
- Processed sales transactions including online and in-person orders while handing off customers to General Advisors for returns and exchanges
- Achieved team and individual goals while enabling an excellent customer shopping experience
- Applied a high level of product knowledge and expertise through ongoing learning and certifications to enable an excellent customer shopping experience
- Used available tools to stay current on promotional initiatives and helps execute profitable growth through critical business drive times
- Engaged with customers for consultations whether it be in-store, over the phone, or chat options online
- Generated future opportunities by discovering the deeper needs of our customers to build lasting relationships
- Embraced our learning culture to continuously improve existing skills while acquiring new ones in support of our customer obsession and advancing their contribution
- Maintained assigned department's merchandising and readiness to serve customers
- Provided feedback on products and customer engagement with vendor partners, representatives, and market teams
- Acted as trusted subject matter expert, brand advocate, and product champion for specified vendor product assortment
- Coached and trained coworkers on new vendor technology and services
- Utilized vendor-provided devices and accommodations to improve product knowledge and understanding
Education
High School Diploma -
Moore Traditional High School
Louisville, Kentucky05.2012
Skills
- Computer Proficiency
- Leadership experience
- Communication skills
- People skills
- Teamwork
- Problem-solving abilities
- Customer Service Skills
- Task Delegation
- Team Supervision
Languages
Spanish
Native or Bilingual
Timeline
Market Delivery Team Lead
Lowes Home Improvment
04.2022 - Current
Geek Squad Manager
Best Buy
11.2019 - 11.2020
PC Supervisor
Best Buy
01.2016 - 11.2019
Microsoft Expert
Best Buy
02.2013 - 01.2016
High School Diploma -
Moore Traditional High School
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