Qualifications for Customer Service and Technical Management

Dynamic, results-driven professional with 20 years of overall technician and management experience, spanning operations, customer service, parts planning and training.  Applies reliable, repeatable best-in-class business practices to consistently deliver superior performance and profitability to shareholders and investors.  Adept in designing and delivering technical support and customer service management for Consumer Products, Imaging Equipment and CCTV Security.  Extensive professional and management experience negotiating contracts and maintaining performance with International Vendors, Retail Partners and Third Party Independent Contractors.  Proven track record of empowering and leading personnel to realize their potential and surpass expectations.  Outstanding interpersonal, communication, and technical skills

Expertise encompasses:

Service Management · Project Management · Risk Management · Forecast and Inventory Management

Call Center Management · Technical Support · Corporate Communications · Process Improvement

Budgeting · Client Relations · Customer Service · Training/Development · Contract Negotiation

Selected Accomplishments

·         Designed, developed and implemented technical support for emerging PCDVR Technology Devices.

·         Managed installation, maintenance and support for Complex Integrated Security Systems in Las Vegas Casinos.

·         Coordinated support for emerging Digital Camera market support, sales training and technical training.

·         Implemented end-of-life product recycle program, “Technology Upgrade”, to provide environmentally safe disposal of technical equipment and generate brand-loyal sales uplift opportunities. Maintained regulatory compliance and increased revenue 17% year-over-year.

·         Managed 27% reduction of inventory, while maintaining 97% same day fill rate and exceptional customer satisfaction

Career Track

Toshiba Digital Solutions Division

International Service Manager............................................................................................................................... 2002 to Present

Planned and executed the Toshiba Digital Solutions Division international service network in US, Canada, Mexico and Latin America. Oversee the provision of training, business management, forecast, spare parts planning, logistics and risk mitigation for CCTV Security and Medical Imaging technologies.  Direct Management responsibilities include call third party call center activities, refurbishing center, web design, and contract negotiations with independent contractors.

·         Implemented New Technical Support Call Center and Advanced Replacement Program for introduction of Advanced Technologies, PCDVR equipment. Designed and established Policies, Procedures and Quality Assurance Programs.

·         Designed and coordinated integrated solutions for the Digital Camera Technical Support Center, turning service calls into Sales and Revenue opportunities with third party uplift solutions. Increased customer satisfaction 17%, and increased attached unit sales revenue 56%.

·         Implemented Parts Forecast Model and Inventory Management System, reduced spare parts inventory 27% year over year for four consecutive years, while maintaining 97% same day fill rate.

Toshiba Imaging Systems Division

Technical Support Manager........................................................................................................................................ 1996 to 2002

Coordinated and Managed Quality Assurance and Inspection for Medical Imaging, CCTV Security, Digital Cameras and Projectors. Designed and Conducted Technical Training Programs, Audit Programs and Managed Corporate Communications for Early Detection and Risk Mitigation.

·         Coordinated with Bureau of Electronics and Appliance Repair, California Department of Consumer Affairs.

·         Implemented Quality Analysis and Inspection, reduced defect related expenses 78% in 18 months.

·         Achieved 100% participation in Six Sigma, application service strategy, P&L, forecast, and internal training.

Electronic repair Company

Owner.............................................................................................................................................................................. 1993 to 1996

Independent Business Owner conducting In-House Factory Service for Toshiba America Consumer Products, Inc. Managed technical and administrative staff. Managed complete P&L, finance, regulatory compliance, service and support, customer relations, and technical repairs in support of the Toshiba Western Region

·         Maintained consistent 90%+ Customer Satisfaction rating for Service and Repairs

·         Maintained consistent profitability for independent business

·         Identified, Reported and Resolved Quality Defects on associated products

Independent Contractor

Technician....................................................................................................................................................................... 1990 to 1993

Independent contractor supported local repair facilities with bench technical repair and in-home services. Technical repair services for Television, Audio / Video equipment, VCR, DVD, Appliance Products, Copier, Facsimile, Telephone and Communication Devices.

·         Extensive knowledge of Circuit Diagrams / Schematics, including Design, Signal Flow and Theory

Browns Engine

Machinist......................................................................................................................................................................... 1982 to 1996

Reassembled gasoline, diesel and industrial engines; machined cylinder heads, engine blocks and crank shafts.

·         Extensive Working knowledge of micrometers, dial gauges, surface grinders, lathes, mills and welding equipment

Windows XP, 95/98/2000 and Longhorn

Microsoft Word, Excel, Access, and Outlook

Image Expert, Photoshop, Paint Shop Pro

Adobe Acrobat, Adobe Illustrator

Oracle

CompuMasters Certified – Troubleshooting, Tune-up and Maintenance of Personal Computers

CompuMasters Certified – Managing Multiple Projects, Objectives and Deadlines

NRI Advanced Video Troubleshooting

ICS Television and Video Repair

Six Sigma and Management Innovation (DMAIC/DFACE) Training

Conference on Customer Service

1970-1977 Army National Guard, Honorable Discharge

Graduated Kenmore East, Tonawanda, New York

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