Steven Smillie

Experience

• 

  Verizon Wireless

  Sept 2003 - Jun 2006

  Assistant Retail Manager

  • Used 5-Star Lead System to call and develop new and existing business• Used Customer Management system to follow up with customer base, building trust with customer base• Coached and developed sales consultants• Recruited, interviewed, and hired employees• Worked closely with B2B Sales Consultant to improve in-store customer base• Exceeded company Key Performance Indicators• Provided ongoing training to sales reps on new products and services• Initiated new company policies and procedures successfully within a positive atmosphere• Developed trust with team through mentoring, coaching, and one-on-one meetings• Examined P&L to determine business costs and improve profitability• Member in 2004 and 2005 of the Winner’s Circle, celebrating stores that achieved and maintaining sales of 115% to quota for one year Show less

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  Sprint

  Jan 2006 - Dec 2007

  Retail Sales Manager

  • Coached and developed team to exceed monthly sales goals• Used Salesforce.com to call customers and develop new and existing business• Recruited, interviewed, hired, and trained new sales consultants• Ran training program for location on new products and services• Worked with team to develop outside marketing techniques to drive business• Achieved all company Key Performance Indicators• Managed all operational aspects of the store including cash control, inventory, receiving and handling of client files• Held in-store classes to educate customer base on new products and services, building trust in the customer base• Achieved sales results of an average of 15% sales increases each month YoY• Smartphone and Blackberry Trainer for several stores Show less

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  Northern Tool + Equipment

  Sept 2008 - May 2011

  Retail Manager

  • Coached and developed team to exceed sales and operational expectations• Made schedule according to forecasted sales and past performance and kept payroll within budget• Examine P&L to determine costs of doing business and expand profitability• Managed receiving and led warehouse team and kept shrink below company goal of 1.00%• Developed B2B Follow-Up system to allow sales reps the opportunity to build existing relationships• Developed in-store program and contests to drive Extended Warranty sales• Drove team to achieve 11% YoY growth in 2010• Regional Parts/Service Expert and Trainer for state of Florida• Managed operations to achieve an internal audit score of 95.9% and 98.0% for 2010-2011 setting Regional records both years Show less

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  Tractor Supply Company

  May 2011 - Oct 2011

  Assistant Manager

  * Managed all receiving and shipping in warehouse* Train employees on all policies and procedures* Recruit, interview and hire new team members* Managed operational side of business* Develop team members career paths* Responsible for merchandising programs in store* Deliver corporate action items to team in a positive manner* Achieved shrink of 0.6% and exceeded sales and profit goals every month of the year.

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  Support.com

  Feb 2012 - Jun 2014

  As a Technical Training Designer, I design training documents, modules, eLearnings and videos for New Hire Training and Cross-Training at Support.com.*Designed 4 week New Hire Training Course for Call Center Technicians*Designed 5 week New Hire Training Course for Call Center Technicians*Designed 5 Day Cross-Training Course for Call Center Technicians*Wrote procedural workflow for remote wireless networking support.*Facilitate Training for Work From Home Technicians*Travel to vendors and clients to design, implement and support training curriculum Show less * Was selected for Special Project Work after six months with Support.com* As a Project Specialist, helped to write and develop work flows for our most popular delivery SKU, which reduced average handle time for that SKU by approximately 20% in 2 months. Worked on a team that still evaluates and modifies the flows based on feedback provided by users, QA and Supervisors. * Wrote procedural workflow for remote wireless networking support.* Assisted with new hire training for the first class of new Agent Role* As a Solution Engineer, maintained above average metric levels* Was selected for Training Mentoring (Nesting Lead) after only two months with Support.com* As a Training Mentor, I assisted in the transition from training to floor production for many training classes for new hires (hundreds of new hire Agents).* Also responsible for evaluating each new hire and sending an evaluation to assigned supervisors.Level 2 support of consumer desktops, laptops, tablets, and smartphones.* Peripheral Installation / Setup* Software Installation / Setup* Email Client Setup / Configuration* Wireless Network Setup / Configuration / Security* Manual Malware Identification and Removal* Deliver excellent customer service while effectively communicating technical instructions to customers in an easy to Show less

  • Instructional Designer

    Aug 2013 - Jun 2014

  • Project Specialist

    Feb 2012 - Aug 2013
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  Apple

  Jun 2014 - now

  • Customer Advocacy Program Manager at Apple

    Oct 2019 - now

  • Global Performance & Quality Coach

    Jun 2014 - Oct 2019