Open to opportunities

Viviana Harris

@vivianaharris

Message

Experienced tech service leader focused on customer support.

United States

Message

What I'm looking for

I am looking for a role in a customer-focused company that values growth and development.

I am an experienced tech service leader with over a decade of proven results in customer support and service management. My journey began at Geek Squad, where I honed my technical skills as a CIA-Counterintelligence Agent, repairing a variety of devices and training fellow agents on Apple products. My commitment to excellence and customer satisfaction has always driven my performance, leading to my promotion to a leadership role in 2021.

In my current position as a Technician Floor Lead, I focus on enhancing the customer experience by building strong relationships and providing empathetic solutions. I manage workflow within my department, perform root cause analysis for escalated issues, and ensure compliance with standard operating procedures. My leadership has been recognized through multiple accolades, including being named Top Performer and Employer of the Month.

Experience

Work history, roles, and key accomplishments

Current

Technician Floor Lead

Current

Geek Squad

Aug 2021 - Present (3 years 10 months)

Drives positive customer experiences by building relationships and providing solutions, while managing labor and workflow within the department. Performs root cause analysis for escalations and prepares reports on performance metrics and business updates. Coaches, develops, and trains team members on SOP expectations and executes change management initiatives.

Leadership Data Analytics Customer Service Training Inventory Management Root Cause Analysis

Geek Squad CIA-Counterintelligence Agent

Geek Squad

Jun 2010 - Aug 2021 (11 years 2 months)

Repaired various tablets and laptops, including HP, Dell, Lenovo, Asus, Samsung, and Apple products. Trained agents on Apple systems and provided ongoing coaching to achieve high standards of customer service. Assisted management with staff assignments, client assistance, diagnosis, and resolution of escalated service issues.

Desktop Support

Education

Degrees, certifications, and relevant coursework

Lindsey Wilson College

Coursework, Early Education

Grade: 4.0

Undertook coursework with a major in Early Education. Achieved a perfect 4.0 Grade Point Average during the program.

Jefferson Community and Technical College

Associate in Applied Science, General Occupational/Technical Studies

Grade: 4.0

Completed an Associate in Applied Science degree, specializing in the General Occupational/Technical Studies Program. Maintained a perfect 4.0 Grade Point Average throughout the program.