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Skills

  • Extremely organized
  • Client account management
  • Pricing tool development
  • Communications
  • Team management
  • Team Leadership
  • Hardware evaluation
  • Risk management processes and analysis
  • Relationship development
  • Electrical understanding

Work Experiences

  • Taught customers how to use, care for, and adjust appliances.
  • Achieved a 30% improvement in Net Promoter Score (NPS).
  • Managed a $4 inventory of repair supplies, keeping meticulous records to avoid work interruptions.
  • Achieved high customer satisfaction.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Worked on appliances such as initiative, standard, and system.
  • Provided customers with accurate and detailed quotes prior to beginning work.
  • Acted as point of contact for high-priority clients, ensuring all appliance service needs were promptly resolved, resulting in Outstanding Service Award for excellence.
  • Achieved a 39% decrease in service complaints.
  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Senior Embedded Software Engineer with extensive experience in all phases of software development.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 82% improvement in customer satisfaction scores.
  • Motivated Appliance Specialist with experience managing large-scale projects, including budgeting and administration.
  • Customer-focused Sales Representative with 18 years of experience solving problems for clients.
  • Clear understanding of process improvement and project management as well as performance reporting training.
  • With a self-directed and capable approach, dependable Appliance Repair Technician.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Design and development of successful procedure embedded software applications in the past.

Accomplishments

  • Applied expert knowledge of appliances to negotiate bulk orders with corporate clients, generating $11 in additional revenue.
  • Analyzed competitor appliance pricing strategies, leading to optimized pricing models and an 11 revenue increase.
  • Reduced average appliance repair resolution time by 20% through process improvements and direct customer follow-ups.
  • Increased sales 11% over the past year.
  • Reduced customer complaints by proactively solving technical and service issues, leading to a 45% decline in return/refund requests.
  • Coordinated in-store appliance events that increased customer traffic by 82% during promotional periods.
  • Tracked customer satisfaction metrics including NPS, increasing company average score by 60% over 18 months.
  • Successfully upsold extended warranties to 17% of customers, contributing an additional $16 to monthly revenue.
  • Helped increase customer retention rates by integrating customer loyalty features into the appliance purchasing process.
  • Developed and executed marketing campaigns for appliance promotions, leading to a customer traffic boost by 83%.

Affiliations

  • International Council of Nurses
  • Certified Process Excellence Practitioner, Association of Process Improvement (API), Focus on Appliance Servicing
  • Participant in Focus Workshop about Appliance Troubleshooting conducted by Meridian, 2019
  • Professional Member, Smart Home Appliance Installers Network (SHAIN), Since 2016
  • Association of Information Technology Professionals
  • Rotary International
  • Society of Human Resource Management
  • Certified, Renewable Energy Hybrid System Training pertaining to Appliances, 2019
  • National Appliance Service Technician Certification (NASTeC), 2015 Completion
  • Member, Customer Loyalty and Service Committee, Appliance Service Association (ASA), 2022

Certifications

  • Certified Product Support Specialist (CPSS) – Lakeside Partners
  • Certified Electronics Technician (CET) - ETA International
  • Certified Technical Trainer (CTT+) - framework
  • Certified Customer Service Specialist (CCSS) – Vantage
  • Project Management Professional (PMP)
  • Technology Sales Professional (TSP) Certification – Vantage
  • CompTIA Network+
  • Sales Leadership Certification – Vantage
  • Certified Professional in Product Demonstrations (CPPD) – Harbor & Co.
  • Commercial Appliance Repair Certification – Ironclad Systems

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