Kent Wilson Email & Phone Number

Allen, Texas, United States

Spacetalk is a global leader and developer of innovative technologies that keep families safe and connected with sim-connected smart watches for kids and seniors. We’re all about keeping families confidently connected through innovation and a focus on safety first designed wearable devices. Combined with the Spacetalk mobile application (IOS & Android), parents and families can manage contacts, chat with family members and approved contacts, see location on demand, enable school mode, set up safe zones, and customize watch faces.In my new position, I will be building an operations team from the ground up including Customer Care, Repair, Forward Logistics, and Quality. I’m extremely excited for this new challenge. This role will allow me to use my past experience, and knowledge to create a world class and industry leading NAM organization.

Dallas/Fort Worth Area

Head of a cross functional organization responsible for Sonim Global Repair, Delivery Quality and Quality Feedback. • Worked with the existing team to strengthen and improve repair KPI’s and process• Reduced costs significantly and rebuilt Forward and Reverse channels in the US • Created an environment of collaboration and team recognition for project work for quality improvements and cost savings • Introduced and implemented better testing and controls processes into Global Repair • Managed the building of a New Global Repair database to allow for better Customer response, Inventory mgmt., Quality reporting and TAT control.• Negotiated Partner Contracts related to Scope of Work, SLA targets, Pricing and Quality reporting • Built the process for QBR’s and Scorecards functioning off of reported KPI’s. This allowed for a significant improvement in our performance for customers.• Developed modeling to allow for Warranty Cost Calculation and Repair planning on future products.

Managed and responsible for the delivery quality and field feedback of issues with Sonim Cellular and IOT product.• Built and managed the Sonim process for ATT MRGR, EWP and FAI activities. Used this process as the gold standard for Verizon, Sprint/T-Mobile, ACG and Canadian Carriers• Took Sonim from worst performing OEM for ATT to BIC.• Created structured process and KPI reporting for forward and reverse logistics.• Founded the Sonim Quality Council to allow cross functional collaboration between PM, SW, MFG and Field service teams. • Worked with the Quality team to create and execute the Sonim Global Quality strategy. • Managed all US and Canada customer requirements and quality reporting.

Irving, Tx

Single point of contact for the sales team and the customer on mobile products that were launched or launching to the carriers. On a daily basis I was in contact with the customer and our suppliers to deliver excellent results. Created a data dashboard that allowed me to understand in real time how our products were performing in the field. Managed and coached a deep dive analysis team and created a metric driven scorecard to meet aggressive customer FAI and EWP requirements. • Delivery quality Lot failure rate improvement from 52% to 0% for 4 consecutive months. Savings over $7M• Customer advocate and highly praised for effectiveness and response to issues and concerns• Scorecard implemented for returns analysis team allowing for improved EWP results and timing• Continuous process improvement for new Programs and products• Travelled to the factories and R&D sites to train on customer requirements • FAI planning and execution improvement allowed for better Program schedule alignment during RFP rounds• FFR improvement from 20% to 7% resulting in significant revenue for MS mobile• Data Dashboard that allowed RAW data from at&t to be actionable and help improve FFR and FAI • Worked with the customer to create and implement new SW API’s and tools for mandated phone “Kill Switch”• Collaborated with B2B customer NYPD to create the process for gathering product performance data from the officers in the field• Created a new customer care support channel for tablets and wearable devices. This also included contract discussions with the customer and the account team• Managed customer site visits to factories in Hanoi, Vietnam and Beijing, China• Continually outperformed all set targets for my accounts

Irving, Tx

Managed all product launches, field issues, product quality activities and reports for the above accounts. Met with the customer and gathered requirements and tools needed for managing forward and reverse logistics for Nokia Mobile phones. Also responsible for field quality reporting and lessons learned.• Aligned product programs with at&t FAI process allowing for an improvement on delivery quality and lot acceptance• Repaired testing tools and documentation. Supported and escalated repair issues • Conducted sales and customer care training to contact center employees decreasing “No fault found” in repair by 35%• Monitored contact center calls for improvements needed in sales or customer care • Built the delivery quality process to allow for first time pass for at&t FAI• Awarded with The Nokia Global Outstanding Achievement Award for contributions to making the Twitter account #NamUSCare the #3 among all companies globally for speed of response to customer issues• Successfully led a cross functional team to get multiple products through FAI testing

Irving, Tx

• Responsible for building and delivering Early Warning Process• Directly managed a Nokia Product Quality team that consists of 3 Senior Product Engineers and 1 Tier 4 data analyst.• Responsible for product quality feedback and prevention for my assigned account. My team created multiple high level reports that allow Nokia to understand how products were doing in the field and what actions were needed to improve quality. • Responsible for Product Security Safety and Liability for the carriers currently under my management• Process owner for Genius (Corrective action database) responsible for metrics and training. (at&t currently recognizes the Genius system and process as best in class)• 3+ years of experience in running cross functional teams that support the customer and resolve product quality issues Key accomplishments in position #1 supplier in response to product quality issues for at&t and Rogers Canada in the 2h08 Designed a SQL database (40k project) that will allow for statistical analysis of random samples from field failures that are analyzed by our Engineering Technicians. at&t considers the Corrective Action process that is run by my team as best in class

Irving, Tx

• Trained and mentored diagnostic technicians in the Return Analysis Team (RAT) on the corrective action process• Responsible for the Early Warning Process for GSM products• Point of contact for Nokia Care for product quality issues• Responsible for driving actions into the programs to get field failures corrected and also prevented on future products. • Sales cluster (US and CA) administrator for the Corrective action databaseKey accomplishments in position Represented the US sales area in rolling out the Corrective Action Process (Genius) and was instrumental in making sure that the system was accepted and functioned as designed Completed the last two Major Six Sigma projects to Qualify me as a Six Sigma Black Belt

Ft Worth, Tx

• Design and installation of various types of Transceiver radiation test facilities and Structural integrity qualification and environmental testing systems for Mobile handsets• Software design for extended measurements systems and Over the air test systems (CDMA, GSM, TDMA)• Managed day to day activities in the Lab including database administration, calibration, analysis and technical report writing• Worked directly with Design and Quality Engineers to qualify and in some cases improve new products for the market• Support and technical assistance of the First article inspection process and fault finding investigations• Created new processes and test systems in the Reliability Lab for Global Requalification requirements

Ft Worth, Tx

• Mobile device diagnostics in a high volume manufacturing facility• Worked with various types of RF measurement equipment• Certified Nokia Level 4 (Lead) technician on TDMA,GSM and CDMA products• Was responsible for and trained 12 diagnostic technicians

Education record

Associate'S Degree