Rodney.Morton@Geeksquad.com ▪
Phone: 804.654.0359
Rodney Morton
Accomplishments
Multi-faceted experience base including Field Service Agent, Field Lead, Remote Workforce
Manager, Dispatch Manager
As Vendor Relationship Manager, oversaw improved SLA and quality metrics to bring vendor in
line with contractual agreement levels
In-depth knowledge of call center and customer service business and back end support rhythms
and work flows allows for strategic positioning for future growth initiatives.
Intense focus on the employee experience, company values, and, empowerment has led to
dramatic improvements in CVR Scores
Professional Experience
Dispatch Manager Geek Squad– Perth Amboy, NJ▪ 7/2011– Present
Reformed and standardized quality monitoring standards nationally leading to improved
reporting and quality tracking
Developed tools to enhance open order management, parts research, data collection, and
reporting and accountability
Focus on people development has resulted in many Dispatchers going on to Exempt
Management, Retail, and Logistics promotions
Oversaw increase in phone channel NPS scores through Lean 6 Sigma type projects to drive
efficiency and productivity, and client satisfaction
Oversaw a team of over 100 remote supervisors and agents while managing daily operations of
call center
Field Service Team Lead Geek Squad–, Richmond, VA▪ 12/2009– 7/2011
Remotely managed up to 30 agents from Virginia to Pennsylvania
Devised and maintained social media presence for Geek Squad Repair nationally
Led the company in training and development of field agents.
In-Home Repair Agent Best Buy Co., Inc.–Richmond, VA▪ 7/2007– 12/2009
Facilitated training of new technicians
Specialty in high end appliances
Consistently top team performer
Residential Appliance Specialists
Certified CFC Refrigerant Recovery technician
Repaired all makes and models of appliances including high end brands
Installed appliances and performed plumbing and electrician functions as needed
Created Microsoft Access based inventory system to maintain shop/truck stock
Education
Human Resources Management– Southern New Hampshire University ▪ expected 2017
General Studies– Emporia State University, Emporia, KS ▪ 2000
General Studies– Southwestern Heights High School, Kismet, KS ▪ 1995
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