Mia M. Email & Phone Number

Charlotte, Nc, Us

Charlotte, Nc, Us

Charlotte, North Carolina, United States

● User Management: Oversaw the onboarding and offboarding of staff across multiple platforms, including Zendesk, Gmail Admin, Microsoft Web Applications, ERS, Cornerstone, Asana, NetSuite, and SharePoint, ensuring seamless user transitions.● System Maintenance: Managed the updating and maintenance of user lists in Abuse Prevention Systems, conducted detailed manual audits of event setups on Pinwheel, and optimized SharePoint libraries for improved accuracy and operational efficiency.● Data Management: Leveraged Excel queries to efficiently update email distribution lists in Pinwheel and user data in Abuse Prevention Systems, ensuring data integrity and system accuracy.● Technical Support: Delivered timely and effective technical support, troubleshooting a wide range of issues to ensure optimal performance and end-user satisfaction.● Documentation: Maintained document approval workflows in SharePoint and created comprehensive, detailed documentation to standardize processes and ensure consistency in procedural execution.

Pineville, North Carolina, United States

● Coordinated communication across six major Geek Squad locations within the South Charlotte District, managing the successful scheduling and execution of approximately five hundred appointments weekly.● Managed up to forty appointments daily, ensuring appointments between customers and Geek Squad Agents were arranged at least one day in advance to optimize service delivery.● Trained and mentored new hires, providing onboarding support and serving as a backup for intake appointments to ensure smooth operations.● Oversaw the intake and processing of client and store stock devices, facilitating timely packaging and submission to service centers for repair.● Streamlined interdepartmental communication to enhance the repair process for clients, reducing turnaround times and improving client relationships.● Entrusted with leadership responsibilities due to consistently exceeding performance expectations, frequently supporting roles beyond the official job scope.● Provided critical feedback that influenced the operational structure of a new omnichannel store, leading to district-wide improvements in service execution, and developed guides and support materials for new agents.

Pineville, North Carolina, United States

● Enhanced customer experience by building strong relationships, demonstrating empathy, and delivering timely, tailored solutions to meet individual client needs.● Diagnosed and resolved technology issues by asking insightful questions, actively listening, and providing clear, accurate time estimates for next steps, ensuring clients were well-informed throughout the process.● Offered expert product knowledge and technical support for Apple, Samsung, and a variety of desktop, laptop, and tablet brands, ensuring efficient troubleshooting and issue resolution.● Earned high client satisfaction ratings, receiving over ten positive surveys, and fostering client loyalty, with many customers specifically requesting my assistance, driving recurring revenue and continued services.● Adapted to high-demand situations by accepting walk-in clients from other locations impacted by COVID-related closures, ensuring uninterrupted service for affected clients.

Matthews, North Carolina, United States

● Effectively multi-tasked by independently managing the front counter, assisting incoming clients every 20 minutes, while simultaneously preparing and processing 3-4 shipments daily.● Played a key role in the restructuring of a newly built Geek Squad location within a remodeled store, successfully managing front-of-store operations during construction, despite unprecedented challenges.● Adapted to dynamic store needs by flexing between Intake and Customer Service roles, ensuring consistent and efficient support across multiple functions.● Maintained high Net Promoter Score (NPS) for the Intake location by delivering exceptional service, earning recognition for contributing to the store’s success.

Charlotte, North Carolina, United States

● Acquired in-depth knowledge of Geek Squad operations, mastering key processes and protocols to deliver efficient service and technical support.● Adapted to high-demand periods by providing support for Curbside Pickup during the busy holiday season, while also assisting the Computers Department and Customer Service counter to ensure smooth store operations.● Volunteered for additional responsibilities, joining an overnight team to assist with inventory counting, demonstrating a strong commitment to operational success and teamwork.the sales floor in the Computers Department and the Customer Service counter