Shift Lead, Geek Squad
Best Buy
- Lead technical triage and device repair workflows, managing queue priorities and enforcing 48-hour status update SLAs across all open service tickets
- Perform Windows/macOS OS installations, repairs, data migrations, and malware remediation while documenting reproduction steps and resolution notes in ticketing systems
- Conduct weekly "Metric Moment" huddles translating KPIs into actionable improvements, achieving 1.60 tags/labor hour and maintaining quality standards
- Coach team members on documentation best practices, expectation-setting, and technical intake procedures, creating SOPs for knowledge transfer