I work remotely as a Lively Area Experience Manager at Best Buy. I previously worked as a Services Experience Supervisor at the Best Buy in Wesley Chapel, FL overseeing the Geek Squad. Before that I also worked for Best Buy's corporate call center as a remote senior services supervisor leading a team of store care operators 28-32 agents for two years. I performance managed KPIs like AHT, transfer rate, and adherence. I worked with Geek Squad prior to this position as an Advanced Repair Agent. I have been with Best Buy for the past 21 years. Utilizing my technical knowledge I diagnosis hardware and software problems and repair various types of technology. I spent 15 years with Hilton Worldwide. My last position was Help Desk manager working as a key member of the management team leading a team of 3 supervisors and 60 line level employees. Prior to that I was a Supervisor of New Hire Experience. In this role I managed New Hire Concierges that train our new hire agents through their first 90 days with the company. Prior to that I was a Development Coach that led and performance managed a remote sales team of reservation sales specialists booking for Hilton hotels around the world. I also had the chance to spend time as the TDP Operations Supervisor for a year and half co-leading a project to consolidate our two local operations teams in Dallas and Tampa into one team of coordinators that are Contact Center Operations. They manage call flow and metrics such as CHP, service level, and occupancy. Prior to that I was a HRCC Business Subject Matter Expert assisting in the creation of training materials for the company’s first fully virtual training program. Most recently I served in the same capacity with a third party vendor to create training materials for HGV call transfer program that will be used throughout the HRCC call centers and vendors.I work part time as a night auditor for the Hampton Inn Odessa Trinity running nightly reports, assisting guests, balancing cash drawer, and supervising the property overnight.I’m truly passionate about my work and always eager to connect with other people within hospitality, retail, health, and technology industries. I am enjoying my current role, but open to the opportunity of advancement.
