Daniel Olsen Email & Phone Number

Colorado, United States

(VZW Home Fusion, VZW 5G, Business Operations, Remote Tech Cracked Screen Repair and Peloton Repairs)Managed Asurion’s Remote Technician Contractor Network (Nationally) along with Mountain Region Franchise owner support to include up to 184 locations combined. These efforts yielded approximately 20K repairs per month.Selected Achievements:• Created Escalation process and template for Regional Service team to use (Company adopted) Mitigate risk• Consistently exceeded established financial Success Rate% KPI goals from 68% to 72% or > increasing bottom line profit by 4-7%• Fostered relationships of trust with owner/operators to ensure performance compliance which yielded top performing region consistently• Managed day to day business operations for service repair needs. (Multiple diverse business models)• Collaborated with cross-functional teams to identify growth opportunities and process improvements• First in class NPS and Tech SAT scores leading the company at 4.8 and 97% or >• Developed root cause analysis for critical KPI’s 1st time fix% metric, On Time Arrival% and Success rate% which led to a collective optimal performing Regional Team

Colorado Springs, Colorado, United States

Launched and Managed Asurion’s Extended Warranty Pilot program for Sears Home and Outlet Stores (SHOS) within a specified region. Partnered with 13 District Managers, store owners/corporate locations to ensure initiatives and roll out of the programs were successful. Managed the process/procedures of the participating teams and their success rate of basis Points (BP’s) to accelerate growth and achieve objectives. Selected Achievements:• Fostered relationships with SHOS Executive Leadership, District Managers and Store Owners.• Conducted weekly business reviews with Corporate and DM level support.• Created 2X2 reporting for DM’s to help focus on the opportunities within their districts.• Assisted business teams with POP content and placement to help drive sales.• Performed site visits to ensure program content and knowledge base was applied "Win the Hearts, Minds and Hands" (Coaching)• Collaborated with internal Client Services team members along with Executive Leadership at SHOS in a cross-functional support to ensure program success. (SVP and VP levels)• Achieved and exceeded the Basis Point threshold goals for SHOS and Asurion.• Awarded Gold Star achievement from SHOS, first ever for outside partnership.

Dallas Texas

Managed N.E.W/Asurion’s Remote Technician Contractor Network (Region) for 5 business verticals.VZW Home Fusion, Outdoor Power Equipment, Set Up and Delivery, Major Appliance and Consumer Electronics Repair.Selected Achievements:• Successfully launched VZW Home Fusion program within my region.• Recruit and trained independent contracted technicians to perform Installations and or repairs.• Provided knowledge base and training regarding National Electronics Codes for grounding.• Managed day to day Field Operations for all business verticals.• Conducted onsite inspection and audit of repairs being performed real-time• Consistently provided KPI reporting to all Remote Tech Contractor business owners weekly to achieve at or above expected goals.• Identified areas of opportunity for revenue increase as well as cost reductions.• Averted costly claims by inspection/accountability which yielded a savings of 3-5M.• Achieved Business and Law license for Asurion in Tennessee

Charlotte, North Carolina, United States

A leading international specialty contractor providing cable and satellite TV installation and maintenance services.Managed day-to-day operations of multiple offices of 350 - 400+ employees and 125 third-party subcontractor partners, fostering efficiency and profitability by analyzing gaps in multi-unit business trends. Optimized efficiency by recruiting and mentoring a cohesive leadership team within the region.KEY IMPACT Earned a five-star customer satisfaction rating in a J.D. Powers and Associates Residential Cable/Satellite survey by promptly delivering in revenue of 45M~ annual work orders for DirecTV in North and South Carolina Maintained shrinkage below 0.5% by streamlining the logistics process for $2.5M+ inventory. Increased bottom-line revenue to 13.8% and top-line revenue by 30% through strategic P&L management. Promoted employee retention by cultivating a positive working environment and developing and instituting awards and recognition programs. Established a regional third-party contractor network for satellite installation, upgrades, sales, and services. Accomplished above 9.0 in NPS and Tech SAT survey scores for two consecutive years by delivering superior customer service.

Texas, United States

The nation's largest home service sales, installation, and repair provider.Led retail sales, services, and installations for 16 store locations, delivering 80K work orders annually for Texas and New Mexico. Sustained district profitability, providing superior customer service and employee experience.KEY IMPACT Amplified Home Theater sales and installation services profitability by 20% at a District level within all retail stores by developing key performance indicators (KPIs). Boosted customer satisfaction to 60%+ by orchestrating regular training sessions for employees. Improved employee and customer loyalty, leveraging continuous process improvement, employee relations, and customer service best practices to drive satisfaction.  Contributed to successful new store openings, serving as a subject matter expert to elevate merchandising, displays, and talent recruitment

Colorado And Texas

Managed Installation leaders and technicians in multi unit end to end Service Excellence not only for Internal clients but all external as well. Led retail sales for services, and installations for 16 store locations within the Region, (Colorado and Texas) Responsible for installation services and delivery maintaining Region profitability and ensuring superior Customer and Employee experience. Strategically analyzed individual store and Region business trends to identify gaps, closed gaps for sustained improved results.Transitioned to Builder services which included 7+ New Home Builder companies providing structured wiring, central vac systems, security, home theater and satellite infrastructure.