Ian Grinstead Email & Phone Number

San Francisco, CA, US

Burlingame, CA, US

Burlingame, CA, US

Highland Park, Illinois, US

• Increased volume and profitability month to month at two different locations, including Flagship store. Customer and employee satisfaction used as example for entire District. Up to 30 employees, including Assistant.
• Worked closely with in-store District Manager to improve sales and customer service throughout district
• Regularly provided in-store Human Resources Area Manager on direct feedback on new policies and procedures
• Kept well-trained associates and managers on staff to transfer to other stores as vacancies opened
• Managed in-store Design Center, including specialized customer service for Design Center customers and scheduling and tasking Design Center associates
• Developed and distributed walkthroughs for previously undocumented processes and new systems

San Diego - US | Tokyo - JP, US

• Sony Retail Operations - Palo Alto (Consumer Electronics; 146,000 Employees; $70B Revenue) Responsible for all store performance, staff training, daily operations and business development.
• Provide exceptional customer service support and highest level of escalation in store by calmly listening and responding to customer complaints, and identifying and executing actionable solutions to escalated issues.
• Coordinate with multiple internal national and global departments including Marketing and Engineering to host events and assist with product sustaining.
• Evaluate and interview new applicants and hire new staff members.
• Train and develop store management to achieve a unified action plan for store and staff.
• Developed new opportunities with local businesses and colleges to drive sales and competitiveness.

San Diego - US | Tokyo - JP, US

• Sony Retail Operations - Palo Alto (Consumer Electronics; 146,000 Employees; $70B Revenue) Oversaw day-to-day operations and manage a staff of 20 professionals to drive sales, customer service, and technical support.
• Facilitated achievement of daily/weekly/monthly sales objectives by overseeing direct selling activities of store staff.
• Direct manager of computer department and service desk.
• Simultaneously perform all service related duties normally relegated to tech positions due to a current staffing shortage.
• Maintain knowledge of local competitive promotional offers and competitor positioning strategies by performing weekly market research.
• Assist with hiring by performing interviews and handling onboarding processes for new staff members.

San Diego - US | Tokyo - JP, US

• Sony Electronics - Palo Alto (Consumer Electronics; 146,000 Employees; $70B Revenue) Provided front-line technical support to Sony clients. Strong emphasis on customer retention to ensure future business for the.
• Promoted to Backstage District Lead within six months of hire. As District Lead ran bi-weekly conference calls and conducted interviews for new hires to the nationwide service desk program.
• Wrote documentation for Standard Operating Procedures (SOP’s) and technical troubleshooting guides.
• Received numerous written commendations and letters of recognition from various highly satisfied customers.
• Consistently handled high service volumes, often working on up to a dozen machines at any one time.

Richfield, Minnesota, US

• Best Buy - San Rafael (Retail Sales; 160,000 Employees; $10B Revenue) Direct sales of computers and office products. Provided consultation to other departments regarding technical requirements and acted as liaison for.
• Provided direct sales and customer service support to customers by assessing customer needs, presenting product and service options/solutions, and finalizing transactions.
• Trained all new hires to the computer sales department.
• Performed technical troubleshooting work at the Geek Squad service desk.
• Given two Excellence Awards within one month of hire.