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
Mall of Georgia
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
Mall of Georgia
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
Mall of Georgia
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
Duluth GA
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
Duluth GA
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
Duluth Ga
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
Loganville/Duluth GA
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