Michael Ray Email & Phone Number

Ridgefield Park, Nj, Us

• Relationship management of Tier 1 Carrier Account for Samsung Repair Business• High volume project, supply and repair oversight on Handset, Tablet, Watch products• Product performance monitoring and forecasting analysis

Ridgefield Park, Nj, Us

• Opened five retail and four mobile Samsung Branded repair locations nationwide • Lead team of six managers covering four states• Maintained team performance and engagement with 1:1 weekly review of activities, improvements and development• Managed two service provider companies with regular business reviews and KPI performance metrics• NPS and customer satisfaction are focal points in daily work to ensure brand protection and we’re doing the right thing

Ridgefield Park, Nj, Us

• Lead Quality Inspection teams for Internal Buyer, Incoming Spare Parts, DOA and External repair Suppliers• Launched OCTA inspection program identifying qualified product candidates for reclamation and cost savings• Developed process improvement plan for DOA maintaining < 30-day turnaround time (TAT) increasing Scorecard KPI’s• Maintained team performance and engagement with 1:1 weekly review of activities, improvements and development• Monitored Corrective Actions in Spare Parts Quality from Internal & External suppliers• Developed special project inspection team for RMA validation projects to reduce fraudulent claims on High Value parts• Initiated internal Monthly DOA process improvement plan to increase True Defect rates by Carrier resulting in savings

San Jose, Ca, Us

Vendor Management, KPI, Customer Service, Spare Parts and Consumer Escalation Management:• Delivered device Returns Management, On-site Repair (TV), Depot Repair (Wireless Devices); sourced, evaluated, and selected service vendors, performed on-site repair validations, and Quality inspections for repaired products• Proactively identify cost saving and efficiency opportunities, presented device trouble & fix reports, attain approvals to execute initiatives, improved customer interaction and service support initiatives for End Users and Distributors• Negotiated vendor service terms and KPI’s to achieve agreement between China HQ and US Stakeholders• Consulted on subscription based product offerings on all Devices; included secure cloud storage, device insurance, premium viewing channels, exclusive access to new releases of accessories• Technology lifecycle management of TVs and Wireless Devices; life time parts consumption planning and extended warranty support by reusing parts and minimizing excess & obsolescence• Develop processes and procedures for inspection, repair, quality and cost saving initiatives while maintaining reliability with parts re-use and re-manufacturing of all product lines• Process development of direct-to-consumer (B2C) technical support program prior to the launch of an e-commerce sales platform; transitioned service network support for B2B clients as well as the development of return merchandise authorization (RMA), call center, and social media posting processes; served as escalation point for Repair process• Lead Quality initiatives within the Repair Centers, Early Warning Processes, Pareto of daily returns and failures for tracking analysis to root cause for R&D, Sales and Executive Management

Cary, North Carolina, Us

Business Development, Sales and Account Management activities; accounts in Dallas, Poland, Canada, UK and France:• Developed new sales opportunities with high volume Device Repair Centers around the globe• Collaborate with Customers to build mutually agreeable supply and quality goals• Weekly management of new product introductions, Chinese/HK Supplier activities, production and quality

Fort Lauderdale, Fl, Us

Support of the Business Development team by coordination of Subject Matter Experts, data points & industry knowledge to create a comprehensive, efficient, affordable solution designed to meet or exceed our customers need:• Utilized industry knowledge along with a complex Excel driven financial modeling tools to identify and present additional revenue opportunities in product offerings during customer engagements to the Business Development team• Translated customer business requirements into functional/technical/operational requirements to develop the foundation for IT/IS, Operational, Supplier and Financial investment needs of iQor• Developed, finalized and presented the recommended model to iQor Senior & Executive Management for approval• Engaged in Bi-weekly strategy sessions as Mobility/Media subject matter expert for Roadmap product development

Cary, North Carolina, Us

Shenzhen, Guangdong, Cn

Responsible for all Carrier and Distributor post-end user sales activity through a team of Customer Care Managers:• TL9000 Department Champion for Service & Quality, US• Served as an escalation point for Carrier/Operator, Vendor and Internal customers• Performed on-site Vendor assessment activities on behalf of Customers• Coordinated efforts between Quality, Engineering, Service and the Customer when required for special projects• Co-developed, presented and continuously report results of the (EWP) Early Warning Process quality improvements• Managed and reported to Stakeholders on Carrier KPI requirements for all aspects of the business; Marketing, Sales, Engineering, Delivery, Planning, Diversity, Repair, Technical and Customer Support

Shenzhen, Guangdong, Cn

Managed a Customer Care team for Operator & Distributor operations that included; AT&T, T-Mobile, Cricket, metroPCS, TracFone, Amazon, HP and US Cellular:• Developed, drove and oversaw Customer Care initiatives to maintain clear communication of performance between Carrier Customers, Repair Suppliers, US Headquarters and CN Headquarters• Achieved #1 Reverse Logistics Service Rankings with two of three Tier 1 carrier partners leading a team of 4 Customer Care Managers• Responsible for coordinating special action teams & NPI activities with the Customer’s Repair or Dist. Centers

Shenzhen, Guangdong, Cn

Managed all Post-Sale account activities for Cricket, metroPCS and AT&T Mobility:• Designed, communicated and implemented improvements for Carrier KPI’s management programs that were mutually beneficial to the Huawei and the Carrier customer by providing• Collaborated with senior management to execute and manage special projects, as well as rework/after-market support activities for customers• Organized and presented directly to North American President with status of Quarterly KPI results, plans for improvement and provided recommendations for future development

Managed Customer Accounts, Vendors, KPI’s and the IT department for the Company including:• Programs consulted/developed/deployed: Web-based RMA request; Handset exchange & upgrade by mail; Buyer Remorse Returns recovery & fulfillment; Advance & Post Exchange; Same Unit Repair; Walk-in Repair; Out of Warranty repair/recovery/reuse; In-Warranty Repair; Asset recovery & final disposition• Customers served: Huawei, Nokia, Best Buy Mobile, Pantech, Motorola (wireless & infrastructure), Sony Ericsson, metroPCS, NEW, Asurion, Cincinnati Bell Wireless, iWireless, and Long Lines Wireless• Additional Functions: As a Partner in this business, I was co-responsible for 15M P&L, budget, capital expenditures, financing, and building maintenance. I lead the design of our IT infrastructure and co-developed our shop floor control system, MethodIS (ERP) and Accounting Software QuickBooks Pro. General IT troubleshooting of Firewall, VPN, E-Mail, Wi-Fi, Bar-Code readers and printers. Co-developed, implemented and managed the transition to Active Directory and Exchange

Managed Customer Accounts, Vendors, KPI’s and the IT department for the Company including:• Programs consulted/developed/deployed: Web-based RMA request; Handset exchange & upgrade by mail; Buyer Remorse Returns recovery & fulfillment; Advance & Post Exchange; Same Unit Repair; Walk-in Repair; Out of Warranty repair/recovery/reuse; In-Warranty Repair; Asset recovery & final disposition• Customers served: Huawei, Nokia, Best Buy Mobile, Pantech, Motorola (wireless & infrastructure), Sony Ericsson, metroPCS, NEW, Asurion, Cincinnati Bell Wireless, iWireless, and Long Lines Wireless• Additional Functions: As a Partner in this business, I was co-responsible for P&L, budget, capital expenditures, financing, and building maintenance. Our IT infrastructure was co-developed with our database and network administrators.

RCWI purchased WSC in the Summer of 2000. Co-Coordinated the relocation for all equipment and ~15 staff to Carrollton, TX. Set-up operations within 3 days to continue working product for our customers without sacrificing extended TAT.

Us

As an Outside Sales Rep for the company, successfully closed the Future Shop Extended Warranty repair program in 1999. Managed WSC's relationships with Circuit City (Nation Wide), AT&T Wireless (Western Region), as well as Pacific Bell Wireless (CA/NV).