• Answering phone calls and helping clients in the moment. Help resolve any immediate issues. • Creating open incident service ticket and dispatching to proper personnel.• Proving coaching to team members to improve business rhythm and overall company moral.• Handling escalations to help de-escalate clients to prevent company revenue shrink. Maintained a professional process to keep all our clients satisfied with our service. • Multitasking on working to provide clients a great experience and finding solutions for clients.• Utilizing tools when needed; including Microsoft Office, OneNote, Excel, PowerPoint, Publisher, and Outlook.• Used evidence-based practices including motivational interviewing to create individualized service plans based on clients' strengths• Maintained accurate documentation through updated case notes in all required systems (Breeze, OMS, FMS) that are clear and concise, updated appropriately.• Collect insights and provides feedback to leadership team and business partners to facilitate continuous improvement in operational effectiveness and the customer experience.

• Maintaining revenue, branded payments, NPS goals, and selling the values of total tech support.• Negotiated contract renewals and built complex services solutions tailored to meet individual client needs.• Mentored and trained new team members in skill selling development and down stocking. • Maintained knowledge of sales and promotions, policies regarding payments and exchanges.• Promoted sales by ensuring merchandise was displayed in prominent locations throughout the store.• Attending vendor trainings to acquire product knowledge to accommodate clients needs.• Create relationships with customers to identify customer needs and recommend appropriate solutions.

• Working daily task list by the Business Rhythm and SOP.• Processing return exchanges with or without an RA including unidata.• Managing reports such as EOL, at risk, open box detail, and display detail reports.• Reviewing daily revenue, PVR, and NPS reports.• Working planograms, inventory shrink, and product send backs.• Completing the calling report with the follow up form.• Working OMS escalated queue alongside with sales open order reports.• Dealt with client complaints related to products and services in a positive and productive manner.• After hired, trained CSR’s for multiple stores in the Dallas area.• Providing price overrides for sales associates when needed.• Taking charge as sales floor lead when general manager and leaders are away in meetings.• Developed relationships with my sales team keeping everyone up to date on new product and services.• Responsible for pricing compliance, scan audit product to ensure tag accuracy and product location, anticipate, research and resolve any pricing issues.• Working the old PAC system (Unidata).