Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Ryan Russell

Flowery Branch,GA

Summary

Experienced customer service professional with a strong background in the retail industry. Known for reliability, teamwork, and a positive and outgoing demeanor. Skilled at building rapport with clients and committed to ensuring customer satisfaction. Specializes in optimizing processes for quality and speed. Articulate, energetic, and results-oriented with a genuine passion for developing relationships, fostering partnerships, and driving business growth.

Overview

14
14
years of professional experience

Work History

Services Experience Manager (Multi-Unit)

Best Buy/Geek Squad
08.2023 - Current
  • Responsible for the operations and customer experience related to Geek Squad services for both electronic devices (computer and mobile phone repair) and AutoTech (car installations)
  • Supporting five stores in a micro-market and serving as the link between services and omnichannel
  • Driving localized strategies at the home location and delegating peers and direct reports at other locations remotely.
  • Serving as a subject matter expert in the store services portfolio to identify opportunities, implement plans and drive priorities that provide best-in-class employee and customer experiences.
  • Partner with other micro-market and marketplace leaders to drive your services strategy and provide insights.
  • Provide work direction, ongoing training, career development and performance management to Geek Squad Agents and supervisors.
  • Complete services leadership duties in-store and across the micro-market to ensure employees are deployed to maximize efficiency.
  • Analyze reporting and performance indicators, including customer satisfaction, turn time, productivity and revenue metrics to identify gaps and lead the team to improve results.
  • Recruit, hire and onboard new agents.
  • Perform in-store leadership duties as needed, including opening, closing, cash management and manager on duty tasks.
  • Aligned company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
  • Conducted regular evaluations of team performance, providing constructive feedback and tailored coaching for continued development.

Assistant Store Manager of Sales

Best Buy
09.2021 - 08.2023
  • Successfully managed sales floor as Omnichannel Experience leader to ensure sales metrics were met and world class customer experience was provided.
  • Built sales solutions that engages the customer and drove profitability.
  • Directly supervised, trained, developed, and retained key holders and associates.
  • Celebrated and recognized successful moments every day.
  • Encouraged friendly and fun internal competition complete with bragging rights.
  • Integrated strategic partnerships to further sales, training, and customer success initiatives.
  • Built a diverse pipeline of talent for future opportunities.
  • Reviewed performance metrics to be able to coach/train employees.
  • Made an effective schedule that best met the business needs.

Geek Squad Manager

Best Buy
07.2019 - 08.2021
  • Managed 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 and coached a team of diverse agents to help achieve company strategy, local business plans and execute on Standard Operating Procedures.
  • Managed the entire store operation while acting as Manager on Duty including: Monitoring sales activity, employee productivity, merchandising standards, customer service, and processing.
  • Provided direction and management authorization as needed, resolved 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 General Manager with recruiting, hiring, and retaining a diverse Agent workforce in line with headcount guidelines.

Computers Supervisor

Best Buy
12.2017 - 07.2019
  • Built quality relationships with retail consumers to provide them with relevant and memorable products, services, and technology expertise.
  • Responsible for partnering with Assistant Store Manager of Sales and General Manager to provide feedback, strategize, and execute on the overall leadership process within the store.
  • Provided ongoing coaching, training, and motivation to team members as needed to achieve sales goals and high standards of customer service.
  • Handled customer escalations and problem resolutions in person and on the phone.
  • Created an environment where employees are inspired to provide customers with solutions across the store, share ideas regarding new ways to do business, gain new customers, improve processes, and create a more efficient enterprise.

Best Buy Mobile Supervisor

Best Buy
09.2015 - 12.2017
  • Support Specialty Sales Manager of Connections in implementing sales actions plans, monitoring business results, and driving execution of sales strategies
  • Coach and train employees to analyze and maximize customers’ accounts using current promotions
  • Resolve complex customer issues
  • Maintain departments merchandising and readiness to serve customers.

Best Buy Mobile Sales Lead

Best Buy
05.2013 - 12.2015
  • Dealing with customer information and privacy on a daily basis along with contract agreements with phone carriers and clarifying identity to prevent fraud
  • Assisting the Best Buy Mobile Manager with back-end paperwork involving fraudulent accounts and transactions, controlling erosion within the department through research and maintaining scheduled hours within the company’s budget
  • Offering customers the correct and best solution to meet their needs by asking them qualifying lifestyle questions to provide world class customer experience
  • Coach and train team members on individual/department numbers, current promotions that are going on and ensuring they understand and know individual goals and helping them reach and exceed those goals.

Appliance Supervisor

Best Buy
01.2015 - 08.2015
  • Coach and train team to deliver world class customer service by using selling skills
  • Ensuring customers end to end needs are met including delivery and installation of appliances
  • Ensure all team members are proficient with Order Management System and able to show importance of having us install their Appliances.

Seasonal Gaming/ Part Time Computing Sales Consultant

Best Buy
10.2010 - 04.2013
  • Engage customers using selling skills to build the complete solution to meet their specific needs
  • Maintained the departments merchandising and readiness to serve customers including ad set, planograms, down stocking, etc.

Education

Georgia Perimeter College
01.2013

Loganville High School
01.2011

Skills

  • Customer experience strategy
  • Cross-Functional Teamwork and collaboration
  • Proficient in excel, word and powerpoint
  • Time management
  • Managing remotely
  • Critical thinking
  • De-escalation techniques
  • Strong virtual communication skills
  • Punctual
  • Problem solving

Accomplishments

  • Won and went to Achievers in 2022
  • Top Precinct Overall and top Precinct NPS in M6 several months in role
  • Trained new Geek Squad Managers within the D18/35
  • Maintained Top 300 in company
  • Assisted in training new PC department supervisors and Sales Managers within D18/35
  • Won and attended Achievers in 2015
  • Maintained top 200 Company ranking for several months in role

References

  • Quoc Huynh, Omnichannel Operations & Services Senior Supervisor, (678) 549-1033, quoc.huynh@bestbuy.com
  • Adam Dutton, District Manager at H&R Block, (706) 340-1471

Timeline

Services Experience Manager (Multi-Unit)

Best Buy/Geek Squad
08.2023 - Current

Assistant Store Manager of Sales

Best Buy
09.2021 - 08.2023

Geek Squad Manager

Best Buy
07.2019 - 08.2021

Computers Supervisor

Best Buy
12.2017 - 07.2019

Best Buy Mobile Supervisor

Best Buy
09.2015 - 12.2017

Appliance Supervisor

Best Buy
01.2015 - 08.2015

Best Buy Mobile Sales Lead

Best Buy
05.2013 - 12.2015

Seasonal Gaming/ Part Time Computing Sales Consultant

Best Buy
10.2010 - 04.2013

Georgia Perimeter College

Loganville High School

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Ryan Russell