Doug Ketner Email & Phone Number

Roselle, IL, US

My responsibilities include maintaining and providing innovative technological solutions to address individual clients’ goals and objectives. Through developing and maintaining relationships with reactive service management and proactive technology guidance, with the goals of customer retention and identifying expansion opportunities. As the customer.

Illinois/Wisconsin

• Lead a team of appliance and TV repair technicians to deliver an exceptional service experience. Improved service delivery through coaching, training, development, parts management, and fleet management.
• Improved turn-time, redo %, and customer satisfaction index scores month over month in December, January, February, and March.
• Conducted team meetings, team conference calls, Q4 2012 conference calls for the Eastern Division In-Home Repair Managers and helped develop the deck for the Q4 Eastern Division team meetings.
• Conducted regular technician ride-alongs, technician 1-on-1s, and customer feedback calls.

Arlington Heights/Schaumburg, IL

• Oversight over all aspects of the store including P&L, sales, operations, merchandising, warehouse, and facilities management.
• Assisted with new store openings in two new markets, Miami and Chicago, including hiring, training, and merchandising.
• Developed and promoted my Assistant Manager to General Manager enabling my move to a higher volume location.
• Improved close rates for 5 consecutive months 3 months after grand opening.

• Held roles of Sales Manager and Operations Manager accountable for top line revenue, gross profit, coaching, training, expense control, payroll, recruiting, staffing, and merchandising.
• Facilitated district conference calls, district meetings, and weekly performance communication.
• Co-lead store training of 100+ employees and store remodel for company segmentation initiative.
• 101.42% Gross Profit to budget and top quartile in company in Total Solutions through Q3 FY11 while serving as interim General Manager.

• Promoted up through the organization from a seasonal employee to store General Manager. Oversight over all aspects of the store including P&L, sales, operations, merchandising, warehouse, and facilities management.
• As a new GM improved Morton Grove store EBITDA from ($750k) to ($130k) in 18 months.
• Attained a 12% comp growth and 101.5% profit contribution for FY05.
• Collaborated with corporate and district staff members for pilot rollout of the store operating model test – “Boundless Selling”.

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