Joe Lucido Email & Phone Number

Louisville, Kentucky, United States

Louisville, Kentucky, United States

Georgia, United States

Senior Service Executive seeking opportunities

Greater Atlanta Area

Greater Atlanta Area

Atlanta

At Technical Innovation, I a responsible for the Client Support Organization which consist of our Help Desk, Field Technicians, Client Support Agreements and Managed Services.

NEI Inc. is one of the largest Independent Consumer Service Companies in the U.S., and has set industry standards in delivering remedial and refurbishing service to end users, manufacturers, distributors, retailers and salvage companies on electronics, computers and appliances. It has contracts with Sony, Philips, Samsung, Toshiba, GE, LG and Sharp . Services many computer brands like IBM, Dell, HP, and AppleDuring my tenure, this local service company grew six fold to become one of the largest regional organizations in the U.S. Responsible for all business development, operations and customer service management.• Reorganized sructure of the consumer division. Recruited and mentored new Controller.• Implemented a Incentive plan at all levels of the organization based on the entire “TEAM WINNING”.• Implemented Call Center solution that incorporated VOIP that allowed off site associates to be added the Customer Service team. Instituted call accountability which reduced call wait times by two thirds and improved customer service without adding addition head count.• Implemented a GPS tracking system that saved 20% on fuel costs in the first year of use.• Used the GE (Jack Welch) “ABC” approach to eliminate poor performers and improved morale and teamwork to levels un-reachable by previous management.• Secured new partnerships with a hand-picked dealer organization consisting of Best Buy, Wal-Mart, HH Gregg and BrandsMart USA. These relationships contributed to the top and bottom line profitability. • Expanded Third Party Administrator relationships by with companies like GE, Assurant, NEW/Assurion and Warrantech by providing better Turn Around Time and reducing Severity cost.

Founded in 1964 as small TV repair shop. I purchased the business in 1988 and became the largest Appliance and Electronics repair facility in Alabama by 1996. It serviced retailers and individuals in the central part of the state.; • Added capability to include repair of Appliances, Camcorders, Computers and Projection TV.• Installed a computerized work order and accounting system.• Grew sales from $110,000 to $1.2M in 8 years by becoming an authorized Service Center for all Major Brands like Sony, Mitsubishi, Sharp, Panasonic, GE, Whirlpool, Frigidaire Maytag and Amana. • Obtained contracts with regional retailers such as Farmer’s Furniture, Badcock, AlRentco (now Rent-A-Center), Aaron’s and national companies like Lowes, Circuit City and Lechmere (Montgomery Ward’s).• Provided service contract fulfillment for home warranty companies like American Home Shield, 3-2-1 Warranty and Mover’s Specialty Services.