Jim Spicuzza Email & Phone Number

While working as an Experience Services Manager, I oversee store services portfolio to identify opportunities, implement plans, and drive priorities while delivering best-in-class employee and customer experiences. Here, I create effective strategies in liaison with micro-market and marketplace leaders. I offer strategic direction, ongoing training, career development, and performance management to Geek Squad Agents and supervisors to foster a high-performance culture. I identify gaps and manage high-performing team to improve results while examining reporting and performance indicators. Also, I examine four stores by using a scoring system to evaluate performance, optimize operations, and drive continuous improvement. In addition, I coordinate with various store leaders outside of the micro market to follow company priorities.A few key achievements in this tenure include:☞ Delivered extensive support for four stores to attain the exponential growth of the Geek Squad business.☞ Achieved bottom-line results by conducting customer surveys, meeting KPIs, and retaining customers.☞ Bridged the gap between services and omnichannel while delivering first-rate assistance in managing three to seven in different markets.☞ Maximized efficiency by deploying employees and finalizing leadership duties in-store and across the micro-market.

Tinley Park, Illinois, United States

As an Operation Manager, I led store-wide HR tasks in line with employee practice audit compliance process. Here, I managed profit and loss tasks to control store-wide controllable expense metrics. I applied company scorecards and reports to perform business analysis. I interacted with the HR leader to make decisions regarding expenses. Also, I handled store HR practices and employee practice audit compliance processes. In addition, I managed the warehouse as well as controlled supplies in the store.A few key achievements in this tenure include:☞ Significantly improved the overall customer experience by identifying business opportunities.☞ Reduced the shrink by implementing strategic initiatives, such as hourly walks, everyday sheets, and weekly recaps.☞ Attained the best shrink percentage by the end of FY20 through strategic efforts and leadership.☞ Achieved customer growth of 10% YoY while overseeing a $40M+ consumer products business.☞ Implemented customer-focused planning strategies to drive annual revenue growth from $30M to $40M in FY 21.☞ Trained and directed two leaders enabling successful promotions to higher roles.☞ Received various customer service awards in recognition of achievement of excellence.

Tinley Park, Illinois, United States

Here, I worked as a Geek Squad Manager to manage operations and customer experience for electronic devices and AutoTech. I led a team of agents to execute company strategy, local business plans, and SOP. In addition, I oversaw customer processing for improved efficiency and effectiveness.A few key achievements in this tenure include:☞ Expertly applied company scorecards and reports to identify business opportunities and perform business analysis that ensured a consistent customer experience.☞ Raised Precinct/Autotech Bay performance and services revenue by assessing financial plans and agent performance.

Bolingbrook, Illinois, United States

As a Sales Supervisor, I directed high-performing team to attain full potential around the company mission and values. I was liable for offering a comprehensive sales experience across all touch points for Best Buy customers within the respective department.One key achievement in this tenure include:☞ Assured seamless experience by integrating partnerships and third party programs related to sales, training, and customer facing initiatives.

Remote

☞ Identified causes of the performance gaps and delivered contact center training and effective solutions to the Training Lead within the project to improve performance.☞ Trained a zoom class for 100-200 people on CDC COVID Information, Amazon workspace, and CRM Programs.

Kankakee, Illinois, United States

☞ Succeeded in improving the capabilities of the sales representative team over the course of half a year.☞ Enhanced the sales for the last quarter as well as achieved double digit growth in new accounts. ☞ Promoted a positive image of the bank by strengthening long-term working business relationships with customers, employees, and retail partners.