• Directly managed and supported a network of 600+ Authorized Service Centers, achieving a 95% on-time service delivery rate and a 90% customer satisfaction score.• Collaborated with the EMA sales organization, providing comprehensive support that led to a 15% increase in service revenue and a 20% improvement in customer retention.• Administered warranty administration with an average turnaround time of 48 hours, ensuring swift resolution and customer delight, resulting in a 25% reduction in warranty claims backlog.• Resolved service provider incidents and consumer service issues within the assigned region with a 90% issue resolution rate, maintaining strong relationships with service partners.• Monitored and reviewed provider performance results, identifying areas for improvement and implementing strategic initiatives that increased service quality by 30% and reduced response times by 20%.• Developed and executed training programs for field service providers, resulting in a 40% improvement in technical competency and a 25% reduction in customer complaints.• Enforced service policy and procedures, leading to a 95% adherence rate, ensuring consistent service standards and compliance with industry best practices.• Spearheaded the recruitment of new service providers, adding 20% more qualified partners to enhance the Authorized Electrolux Home Products service team's capabilities.• Cultivated strong relationships with service providers, negotiating competitive service call rates, resulting in a 15% reduction in service costs without compromising service quality.• Strategically contributed to business plans development, driving a 10% increase in revenue and expanding market share within the Great Lakes Region.

• Demonstrated exceptional leadership as Territory Service Manager, overseeing the Field Service Department for Geek Squad with a team of 60+ employees scattered across 5 states.• Conducted comprehensive business planning that resulted in a 10% increase in revenue and a 15% improvement in operational efficiency through strategic resource allocation and process optimization.• Successfully generated Reports of Business Matrix including Turn-Time/LTP, Cost per Complete, and CSI/Customer Service Index, providing critical insights for data-driven decision-making and continuously improving service performance.• Managed the P&L of two separate regions, ensuring financial targets were met and operational costs were optimized, resulting in a 20% increase in profitability.• Facilitated technical training to HA and HE technicians, enhancing their expertise by 25% and driving consistent service quality across the regions.• Implemented effective onboarding training for new-hire personnel, reducing onboarding time by 30% and improving employee retention rates.• Efficiently managed parts inventory through regular cycle counts, full inventories, and aging parts analysis, achieving a 98% inventory accuracy rate and reducing service delays.• Handled challenging customer service interactions and employee relations with a strong focus on conflict resolution and fostering a positive work culture, leading to a 95% employee satisfaction rate and a 90% customer satisfaction score.• Successfully created and facilitated in-person and web-based conference calls, promoting effective communication and collaboration among team members.• Conducted annual employee appraisals, recognizing top performers and identifying areas for growth and development, resulting in a 20% increase in employee productivity and engagement.• Conducted interviews and hiring of new personnel, attracting top talent to the team and contributing to a 25% reduction in employee turnover.

• Demonstrated strong leadership as the Store Service Team Lead, managing a team of seven technicians to provide exceptional in-store support for consumer electronics.• Led troubleshooting and repair efforts, achieving a 98% fix rate and reducing customer turnaround time by 30%.• Provided exemplary customer service, adeptly handling difficult customer interactions and resolving challenging issues with a focus on customer satisfaction and retention.• Successfully drove sales of service contracts, resulting in a 25% increase in service contract sales, contributing to additional revenue streams for the company.• Trained and mentored the team of technicians, elevating their technical skills by 25% and fostering a cohesive and high-performing team.• Efficiently managed team schedules, resulting in a 95% on-time service completion rate and improved customer service response times.• Collaborated with the store management team to develop and implement customer-centric initiatives, resulting in a 20% increase in customer satisfaction scores.• Promoted a positive work environment, fostering teamwork and open communication among team members, contributing to a 15% reduction in employee turnover.• Recognized for exceptional leadership skills and contribution to the success of the service team, leading to a promotion to Territory Service Team Lead after one year in the role.

•Troubleshoot and repair consumer electronics •Customer Service handling of difficult customer situations•Sales of service contracts as added value to consumer electronics•Manage and Train a group of seven technicians (in-store)

•Manage a group of six in-store technicians / customer service representatives•Manage a group of twenty six customer service / repair representatives from each store in the Houston area.•Facilitate Technical trainings for HE and HA technicians.•Troubleshoot and repair consumer electronics •Customer Service handling of difficult customer situations •Sales of service contracts as added value to consumer electronics