Michael Yelo Email & Phone Number

United States

Costa Mesa, Ca

In my current role, I oversee training of Samsung authorized servicers in appliance and TV repair, delivery and installations, and new technologies used for appliance repair. I also hire, mentor, supervise, and evaluate a team of 13 Technical Trainers, 3 Content Developers, and 1 Senior Manager of Learning & Development. I develop curriculum for training classes, review trainings developed by content team, and assist trainers in modifying online content for use in live classes. I report to the SVP of Samsung Care Division. Key Contributions:• Played vital role in developing Dish Network into major appliance and TV service provider; helped develop training plan used to train Dish Network trainers and technicians. • Assisted in selecting sites for newly proposed Samsung Training Centers; participated in research on feasibility of building of regional Samsung training centers that will save on trainer travel expenses and reduce sample shipping expenses. • Hired new staff and expanded internal training team from 4 to 13 to accommodate company growth and proposed new regional training centers.• Served as Volunteer Technical community representative for Samsung with Skills USA MART program, and assisted in judging national competition.

During this time frame, I advanced rapidly up through ranks. I managed a 6-member training team. I developed training content and plans, and led efforts to continually improve training program effectiveness.I also drove new product introductions and improved amount of repairs technicians made on first visits. I trained national dealer accounts on home appliances and TVS. I scheduled installations and deliveries, and reduced delivery damages and returns. Key Contributions:• Streamlined training content to reduce class time, save on expenses, and enable additional classes during same time frames.• Introduced new onboarding and training process for new-hire trainers, which greatly improved their initial competency and confidence in working independently.

In this position, I supervised and mentored a team of up to 11 Field Service Technicians and Installers covering Northern New Jersey, New York State, and Pennsylvania. I oversaw training of all 3rd-party servicers and set-up of new showrooms and dealer locations in region. I also resolved all customer escalations on service issues.

During this time frame with Miele, I advanced from Field Service Trainee to Field Service Representative in < 3 months and earned a promotion to Senior Field Service Representative 6 months later. I was assigned to high profile clients and special projects by Engineering Department and Supervisors. I performed service calls on all residential products with high first-time completion rates.

In this position, I traveled across the US to install displays and appliances for trade shows, dealerships, and company galleries.