Kyle Duke Email & Phone Number

Redmond, WA

• Creates engaging e-learning, video, and instructor-led materials for customer service, product, sales, and role training for all Microsoft Store associates.
• Developed and currently oversee the new associate on boarding program by creating new hire operations guides, defining the new associate learning experience, and managing new employee training content for 12 unique.
• Built comprehensive sales skills and sales floor leadership training which contributed to double digit consumer revenue growth year over year.
• Developed, planned, and led multiple >100 person training events focused on product, strategy, sales and customer experience.
• Launched a “Storyselling” program which improved personalized customer interactions while helping to close the sale by combining video training and leader-led activity guides.

Orlando, Florida Area

• Indirectly managed Learning Specialists in 39 stores to drive training across product knowledge, sales skills, and customer service.
• Built a mystery shopping program by defining questions, managing the vendor relationship, and sharing insights monthly to drive customer service and sales metrics.
• Developed and facilitated a new leadership training program to prepare new and promoted managers to successfully lead Microsoft Stores.
• Oversaw new store training for over 20 locations by managing a team of New Store Opening Learning Specialists, creating and facilitating content, and ensuring each team was ready for opening day.
• Built and managed surveys and knowledge checks for in-person training events to provide insights which resulted in improved learning impact and a better attendee experience.

Aventura, Florida

• Took stretch role responsible for the hiring and on boarding for leadership teams opening 36 new kiosk stores to support the launch of Surface and Windows 8.
• Responsible for entire Microsoft Store business including sales, customer experience, and small business outreach.
• Coached team members to ensure they were able to demo and sell our products in order to meet set sales targets.
• Consistently exceeded sales and customer service goals through driving employee development, team culture, and sales leadership.
• Fostered a culture of development leading to several team member promotions and above average employee retention.

Washington D.C. Metro Area

• Opened the first east coast Microsoft Store at Tysons Corner Center.
• Recruited, hired, and trained over 40 new associates to demo and sell the entire range of Microsoft products.
• Led the in-store Answer Desk team to repair customer relationships through empathetic customer service and efficiently repairing devices and software.
• Built development plans for individual team members to drive employee engagement and build talent for the stores organization.
• Managed day-to-day business at a Microsoft Store including driving company initiatives, opening and closing the store, coaching and developing staff, and delivering sales results.

Washington D.C. Metro Area

• Successfully grand opened three new locations with over 200 combined employees from initial recruitment through operation.
• Managed retail store with revenue exceeding 50 million dollars annually, while continually outperforming set sales performance goals.
• Developed and executed in-store training to prepare new employees to enrich the lives of our customers.
• Coached store associates to provide exceptional customer service and addressed performance issues as necessary through the creating of individual development plans and learning blueprints.
• Led a 25 member service team through smart staffing and emphasizing same day repair opportunities to set the bar for customer service scores in the DC Metro area.
• Piloted several new initiatives for the Company, providing feedback and finding creative solutions to operational challenges to ensure a successful roll-out to the chain as a whole.

Washington D.C. Metro Area

• Managed a multi-million dollar inventory inside an Apple retail store.
• Led and scheduled a team of 10 employees to oversee all inventory related tasks.
• Trained and held the store team accountable to all areas involving operational logistics to ensure absolute unit accuracy.

Washington D.C. Metro Area

• Managed the repair service business inside an Apple retail store.
• Prioritized repairs, managed parts acquisition, and handled intense customer service situations with the end goal of delighting the customer.
• Doubled the size or our service team as well as a doubling of our customer service survey scores by reducing repair turn around times, optimizing part inventory, and increasing appointment efficiency.

Washington D.C. Metro Area

• Actively sourced highly cleared individuals to work in intelligence support for numerous government agencies.
• Sourced candidates by using extensive internet databases and Boolean search strings to identify candidates with the proper clearances.
• Conducted phone screens on candidates for positions based on experience, education and salary requirements.
• Sold the company to candidates by presenting benefits information and emphasizing the company’s strength and the candidate’s individual growth potential.
• Represented the company at career fairs by sourcing candidates and articulating the benefits of working for Perot.