Manager
Tucson, Arizona Area
Hiring, Staffing, Training and Development, Operations, Sales, Customer ServiceRecruited and selected talent for 31 positions YTD 2019, trained new Managers in operational and developmental duties, including performance review writing and documented coaching. Standardized on-boarding beyond standard company training, ensuring first 90 days of cover key topics, providing clarity on performance metrics and introduction to development language and process.Led Q3 Resourcing initiative which saw 18% increase in sales staff, a retraining initiative and new sales approach; this initiative saw 50% year over year iPhone sales increases and 25% growth in Services attach rates. We exceeded expectations for all metrics during this quarter and have continued to see high marks into Q4. Other key projects include: multiple new product rollouts, countless merchandising overnights and new role introductions.In Denver: Led staff through three-month site remodel in early 2016, personnel were disbursed among five other locations, coordinated staff schedule across five sites when prepping to reopen. Managed logistics for customer repairs when closing and opening site.Delivered over 55,000 support or training appointments each year. Proactively maintained shrink and inventory accuracy as operations manager. Posted best score for inventory management ever at site in Q2 2017 (99.98%).Actively listened to customer concerns, both in the moment and response data from satisfaction surveys. Quickly acted to seek mutual resolution to all concerns, taking partnership with proper divisions and partners as needed. Creatively de-escalate customers to preserve client relationship, often when options are limited. Achieved 1st in our North American Category for service satisfaction while Service Experience Manager, Q3 2016.