- Manage a team of 3rd party installation partners involved in delivering the following services to end user customer: In-home Home Theater Installation, In-home PC installations, In-home appliance installations, delivery and assembly of fitness equipment, mattress/boxspring sets, and delivery & assembly of patio furniture for multiple major retailers.- Managed area to achieve key targets including but not limited to: Installer Pay rates, Cost to serve, vehicle, quality, and Customer Satisfaction measured via NPS.- Developed and maintained strong working relationships between Clients, Retail Stores, & 3rd party installers.- Conducted field inspections on completed installations and in-progess installations to insure quality of work.- Responsible for recruiting and vetting of 3rd party vendors required to fulfill business objectivesInvestigation and resolution of customer damage claims- #1 NPS Market nationwide for Best Buy Installations 2018-2022

- Lead, direct, coach and assist Team Members in performing their duties - Work with and through team to follow and enforce company standards for friendly, prompt and courteous customer service by ensuring that all Team members assist customers in locating, and when necessary, retrieving merchandise in the store; created and maintain an exceptional customer service culture in the store - Work with Assistant Store Manager and Parts Pros to strategize in achieving weekly sales goals - Engage Team members to live the Greet, Ask, Solve, Sell, and Thank process to build relationships with customers- Create a culture where Team Members are empowered to make decisions- Create a environment of diversity, teamwork and collaboration, where Team members value one another and understand how they can contribute to the overall success of the store (My Success is Your Success)- Developed future leaders by teaching/coaching/mentoring and training towards specific roles and goals in order to increase the talent bench for the organization - Organize and plan for current and long term goals, develop Action Plans to address opportunities - Learn, live, and teach-out the policies and practices related to store operations- Build relationships with retail and commercial customers and maintain customer engagement- Understand and utilize P&L, sales, purchases, labor, shrink, and cost reporting to impact results

- Lead, directed, and motivated a team of three Field Services Managers- Managed 3rd party installation companies.- Responsible for recruiting, hiring, training, and development of Field Services Managers.- Responsible for the selling culture and revenue goals for all Firedog services for 33 retail locations to include: In-home Home Theater Installation, In-home PC installations, In-store PC Installations and repairs, and In-store Car Electronics Installations.- Directly managed 3rd Party In-home Installation Partners.- Managed area to achieve key targets including but not limited to: Productivity, Installer wage, Cost to serve, vehicle productivity, Installer In-home upsales (Value Added Services), and Customer Satisfaction.- Developed and maintained strong working relationships between key Builder Contacts/Retail Stores & firedog installers.- Conducted field inspections on completed installations to insure quality of work and safe work practices in accordance with OSHA and company guidelines.- Responsible for staffing of internal installers & 3rd party headcount required to fulfill business objectives

Directly supervised a team of up to 20 Sales Professionals and 8 Custom Home Theater installers.- Responsible for attaining and maintaining sales goals for department.- Responsible for attaining and maintaining productivity goals for installation team. - Prepared and delivered formal training to Sales associates and In-home installers.- Responsible for hiring of new sales associates.- Responsible for scheduling of department labor to meet business and customer needs.- Developed strategies to drive sales.- Set company record for most Services Revenue for a store: December 2006 - $98,000 in Home Theater Installation Sales

- Directed, trained, and coordinated all activities of in-home installers.- Insured expert customer service satisfaction, drove in-home upsales, and insured productivity of labor.- Installed basic & advanced home theaters, plasma tvs, front projection systems, satellite systems, in-wall/on-wall speakers, IR repeater systems, volume controls/keypads, programming of aftermarket PC based and manufacturer supplied remote controls, off-air antennas, and multi-room audio systems. - Prepared and delivered formal training to all In-home installers.

- Provided the following services: 1) Installation and maintenance of phone systems. 2) Installation and maintenance of the following Residential & Commercial satellite systems:(DIRECTV, Dish Network, DIRECWAY, Globecast, Seventh Day Adventist Satellite). 3) Installation of Plasma and LCD Flat Panel Televisions. 4) Design, Installation, and maintenance of Home Theater systems.- Primary Installer for 12 of 17 Maryland Sears stores- Performed installation services for retailers Best Buy & Circuit City

Responsible for a crew of 20 Multi-media Technicians.Insured team attained and maintained required business results including but not limited to: safety, productivity, quality, and attendance.- Developed and delivered formal training to existing and new technicians.- Involved in interviewing and selection of new Field Supervisors.- Representation of company during labor grievances.- ISO9001 Process Owner / ISO9001 Internal Auditor.- National Safety Council Certified Defensive Driving Instructor.- 2000 Verizon Excellence Award Nominee for discovering system flaw which resulted in recouping of thousands of dollars in revenue for the company.