Jameshia Blackwell

Collaborate effectively with other crew members to ensure smooth store operations.

Support new crew members through on the job training and guidance.

Demonstrate product knowledge by answering customer questions.

Build rapport with regular customers. Contributing to a welcoming and friendly store environment

Oversee all aspects of customer services for New Orleans Market grossing ($60-85 million annual sales). Provide sales support to business development team. Coached store department supervisors and managers on dealing effectively with termination decisions, change management, career development, labor, scheduling, payroll, and employee reviews and follow-up. Responsibilities are Human Resources, Hiring and Staffing, Managing approx. 225 store employees, Labor management and customer relations, including managing store Shrink and Loss of Inventory.

• Presented with the District/Territory Leadership Award for exceptional work in leading, winning key accounts, and servicing clientele.

• Designed and implemented service standards, leading store to be designated #1 in client satisfaction District/Territory Southern Louisiana, ( of approx.. 15 District Stores)

• Conducted Career Management initiative for global customer, winning business worth up to approx. 100k for individual stores.

•Managed large client load of executive and professional clients/accounts assisting in successful transition into new jobs and careers, as well as professional development.

• Closed multiple career transition, change management, and career development deals, generating additional revenue throughout the Southern Region.

Provided individual career counseling to professionals seeking new employment, including marketing development, career strategizing, and search methodologies for Store Sales and Mobile Department. Facilitated career development and career transition trainings in multiple store departments and mobile sales.

• Recognized as the Top Five of Supervisors nationwide four-time (Customer Service Achievements Award) recipient, Southern Louisiana Market.

• Recognized as a Top Three of Supervisors nationwide four-time (Top Gun Company Award) recipient, Southern Louisiana Market.

• Consistently won “Supervisor of the Quarter Awards” (Quarterly - every three months)

• Developed and conducted services demo, assisting sales team in winning large corporate account in excess of $250K plus (Quarterly)

• Facilitated professional development workshops (for new and existing employees) with an average participant rating of “outstanding,” receiving additional referrals for increased business. Corporate “Certified” Instructor, trained to deliver several proprietary programs, including:

a. Career Focus/Talent Builder (Retention/Redeployment)

b. Manager Notification Milestones (Career Transitions)

c. Your Future (Retirement)

As the first point of contact for customers, I provided knowledgeable technology solutions and support, while maintaining a friendly, efficient check-in and check-out experience for customers requiring product or other technical assistance. Responsible for skill building in every area of the Geek Squad service repair, and to understand the Geek Squad technology network, while maintaining the department’s profitably. Additional responsibilities included building relationships with multi-million dollar accounts, communicating well with all levels of management both internally and externally along with increasing market-share within the electronic retail industry.

• Developed strategy for identification, cultivation, and management of, Geek Squad store relationships which generated over 50% of store and area revenue.

• Directed comprehensive revenue management strategy thru understanding Geek Squad’s competitor pricing behavior, resulting in increased profitability and as a result consistently month over month achieved 88% - 91% of the Market share over other computer repair competitors in Southern Louisiana.

• Redefined Customer Service for Geek Squad through file management, training, employee empowerment, reinforcing conversations and recognition to increase their Best Buy Loyalty Program Scores to 9 and 10 Customer Surveys Scores.

• Understood customer’s technology and addressed issues by asking probing questions, listening, asking clarifying questions, taking detailed notes, and providing accurate time estimates for next steps. Helped drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.

Responsibilities were to manage the SG&A, Profits and Losses that impact the bottom line of an 85 million dollar a year store for Operations and Appliances. Generalist for team members in the planning and management of their business planning and strategies.

• Designed and implemented knowledge-sharing flow process and layout for new knowledge base, reducing training and customer concerns on loyalty surveys over 90%, for department and overall store. Managed training of knowledge base project for technical support desk of over 200 employees, ensuring consistent implementation and rollout of high efficiency tools.

• Managed and implemented complete redesign of new-hire training program for store and department, reducing training time 50% and increasing employee retention 40%.

• Designed user materials and knowledge bases, reference manuals, quick reference cards, and instructor and learner guides, reducing training time and learning curve significantly.

• Developed, hired and trained for internal and external audiences, including appliance product users, trainers, account managers, and support desk personnel.

Responsibilities were to greet guests, ring up purchases, scan coupons, highlight sales and special discounts, pitch Best Buy rewards programs, and answer questions about products, services, and merchandise. Additional responsibilities included ensuring, through the hiring process of applicants, that the basic mathematics, computer skills, friendly, knowledgeable, and personable personalities were aligned with Best Buy Company Vision.

• Maintain current knowledge of technical specifications that relate to the area of the store

• Assisting customers with locating merchandise

• Operating the cash register as needed throughout your shift • Up-selling additional warranty protection and other store offers

• Maintain current knowledge of new technological trends for your work area

• Answer any questions customers may have about potential purchases

Customer Service

Resolving issues

Team Leadership

Scheduling

Exceeding customer experience .

Lead and mentored a team of cashiers and customer service associates. Fostering a positive and exceptional customer experience.

Managed all front-end operations. Including returns, cash handling, service desk inquiries, and ensuring positive customer experience.