Lead the Hardware Store Team who manages fulfillment and procedures around Hardware for Shopify POS.

Gurus are masters of the online store. Ecstatic for ecommerce, super stoked for sales, resourceful and relatable. As a Guru, I help Shopify's 100,000+ customers get their online shops up and running.Gurus take phone calls, conduct one-on-one online chats, and respond to support email requests from shop owners to help them be successful using the Shopify platform.

Directly managed the operation of Best Buy's Canadian Online remote support services.*** Assisted with taking and implementing a program from the US in Canada, adding additional unbudgeted revenue for the first two fiscal years of implementation. Maintained by recommending adjustments and new initiatives, where it would have positive affects.Sales and Customer Service:- Provided direct supervision for up to 25 Online Support Agents and indirect supervision to the 2 Senior Agents including monitoring and reviewing service sessions with all Agents to ensure quality interactions that meet department customer service standards.- Resolved customer issues to meet Client expectations and create satisfaction with the Online Support service.*** Developed store pre-sell strategy and tracking efforts to improve sales technique resulting in revenue increases in excess of 35% YOY People Management:- Developed, managed, maintained, and implemented several Agent training methods including scope of work documents to distribute to the online support Agents.- Create reports to measure department performance and communicate the results to the Leadership team.- Conducted first and second interviews and make recommendations for new Agent hires.*** Designed and developed Online Support Agent evaluation template resulting in consistent staff performance and exceptional customer experienceAdministrative:- Assisted with budgeting, forecasting, and profitability reporting- Assisted in developing, and solely managed and maintained the Geek Squad Auxiliary program, where in-store Agents could also work Online to obtain extra experience and assist with workloads.- Worked directly with the Senior Manager of Geek Squad regularly and was primarily responsible for all of the day-to-day operations of the Program.*** Maintained agreements and relationships with third-party vendors to ensure that we had the best possible experience for our Clients and for the Agents.

Drove from location-to-location, both residential homes and commercial offices, and fixed computing issues on-site. Also was versed in Microsoft Server technologies and had multiple Clients where I was the first-call for maintenance of these servers or adjustments that needed to be completed.

Manage all respects of the Computer and Technical Services Departments- Scheduling- Promotions Management- People Development- Downstocking and Merchandising- Customer Engagement- Customer Issue Resolution- Sales Floor Lead/Manager on Duty- Responsible for overall Department Profitability

Received Customer units, repaired computers, set up new computer systems for optimal usage, level 1 issue resolution, responsible for maintaining ethics while billing Warranty and Manufacturer-paid work, people development.