Mr. Appliance® is North America's leading home and commercial appliance repair franchise system. Established in 1996, its franchises provide full-service home appliance repair and light commercial appliance repair services. Mr. Appliance has more than 150 locations throughout the United States and Canada and is consistently ranked among the top home service franchises by Entrepreneur magazine and other industry experts.MissionTo create encore experiences that customers can't wait to share with others.VisionTo be the appliance service leader renowned for integrity and dependability.

Senior-level Field Manager of US Field Service Operations with full accountability for all in-home service operations, focus on managing multiple teams within LG Electronics that provides support to B2B and B2C customers. This position is also responsible for expediting service request, technical support, resolving customer inquiries, and providing feedback to manufacturing, engineering, and quality. Responsible for customer service and support strategies, policies, and programs such as call center, customer applications support, and/or field support. Develop standards for handling customer complaints and may occasionally be involved in escalated issues to ensure customer satisfaction. Develop programs that encourage customer acceptance of company products and services. Work closely with other departments to ensure organizational standards are being met and track customer satisfaction.

The District Service General Manager is a senior-level field management position supporting multiple locations generating more than 20M in revenue annually. I am responsible for 200+ associates providing exceptional customer experiences for more than 200K completed transactions per year. I direct and develop the district management team to drive the growth of revenue, fulfillment of cost reduction and exceed industry customer satisfaction benchmarks.

Directed activities in all areas of the service unit that provided shop service, local administrative support to on-site technicians and parts inventory. Managed district infrastructure to meet business needs, increase sales and boost technical productivity. Implemented ISO 9001 QMS and served as the ISO management representative for the district. Held full P&L accountability. Validated the effectiveness of the Quality Management System Maintenance through the identification of potential business risks Monitored financial performance and managed company assets including facilities, trucks, parts inventory, computers, tools and equipment. Frequently evaluated local vendor contracts and regulated the control of local purchases.

Led a workforce on In-home technicians in the Atlanta market. Implemented standard practices and utilized workforce planning to facilitate organizational ability to meet customer needs. Collaborated with Region Routing Office to improve the overall routing process and ensure accurate technician data; partnered with Loss Prevention to reduce shrinkage. Capitalized on opportunities to drive revenue through the district-wide embedment of the Value Added Services Program. Analyzed and reported on business performance trends and recommended strategic solutions to improve business performance and hit EBITDA goals. Ensured compliance to all laws, regulations and company policies. Recruited, hired and mentored several direct reports; held full accountability for performance management and career development.

Conducted in-home and shop repairs. Trained entry-level Technicians on daily operations, inspection techniques and repair techniques. Instrumental in process improvements, enhancing quality of work and recommending system developments.

Managed operations of national call center.