John Piantieri Email & Phone Number

New Baltimore, MI, US

Atlanta Metropolitan Area

• Responsible for customer support tickets for troubleshooting and remote repairs
• Facilitate an environment best suited for customer relations through ticket chats, phone calls, and in-person situations
• Manage reports based on negative product failure trends found while closing customer support tickets

United States

• Managed a 5-member cross-functional (quality, engineering, sales, support) team and coordinated with lead manufacturing partners towards successful transitions of new/existing products.
• Designed and facilitated operational efficiency by implementing an automated return processing system through an ERP and project management systems (ex: Epicor, Asana, and Excel).
• Implemented new procedures during production which decreased RMAs received by 20%.

United States

• Spearheaded the setup, documentation, testing, and fine-tuning of production benches; documented processes and configurations, resulting in a 25% reduction in configuration errors.
• Managed the production team which initiates end-to-end configuration of production benches, documenting steps of product testing; ensured seamless functionality and performance, increasing overall productivity by 18%.
• Modernized test benches based on logging systems, decreasing product configuration time.

Smyrna, Georgia

• Leader dedicated to inbound sales for Total Tech Support Memberships sold at store and district level - Top 10 performers at district level through 24 months.
• Adapted strategic IT consulting initiatives for clients, combining in person interactions with remote support to deliver solutions which lead to a 30% increase in referral business.
• Created organizational tools to improve client experience and employee satisfaction.

Rochester, Michigan

• Revamped team shift structures by implementing a scheduling algorithm, aligning workforce capacity with product demand, leading to a 10% increase in revenue.
• Enforced in-depth trainings for new hires leading to 7% increase in team efficiency and higher moral.

Ibiza, Spain

• Coordinated up to 5 classes, daily facilitation of individual and class exams, leveraging advanced technology to enhance learning tools.
• Directed the planning and execution of exam sessions for 250+ students, implementing innovative strategies to enhance efficiency and accuracy.
• Introduced digital exam platforms resulting in a 20% reduction in grading time.