Customer Service Technician

Jack Turlington

DALLAS, TEXAS ***** ****.**********@*****.*** MOBILE: 214-***-****

Director of operations / office manager

Versatile, professional with many years of experience in all aspects of

small business operation. Client-facing, hands-on, problem-solving,

customer service expert.

. CUSTOMER SERVICE: 20 years experience managing client and customer

interactions via face-to-face, telephone and e-mail. Consistently won

client's highest customer service annual recognition award.

. CONFLICT AND DISPUTE RESOLUTION: Employed theories and techniques

from formal graduate work to identify and resolve potential and

ongoing issues with clients, customers, and colleagues resulting in a

more equal, harmonious and satisfying workplace.

. PROBLEM SOLVING: Adept at recognizing "big picture" problems and

devising satisfying win-win solutions within given parameters.

. MANAGEMENT / TRAINING: Trained and mentored over 20 technicians and

staff over a 25-year period. Supervised 14 employees.

. STRATEGIC and PROCESS: Responded to ever-changing consumer

electronics landscape with bold focus, expansion and cost-cutting

measures. Identified areas for potential growth and problems.

Expanded company to fifteen employees and $1.5 million annual revenue.

Professional Experience

Romax Enterprizes, Richardson, Texas 1983-2010

A consumer electronics repair service provider for Fortune 500

companies such as Sharp Electronics, Sony, LG, TI, and Royal with fifteen

employees and $1.5 million in annual revenue.

CUSTOMER SERVICE OFFICER - Developed support staff's response guidelines to

end-users. Allowed staff more autonomy and authority resulting in

increased satisfaction among staff and customers. Personally handled

challenging customers.

DIRECTOR OF OPERATIONS - In response to manufacturers' changing business-

models, oversaw and implemented a completely new method of billing,

inventory control and, shipping and receiving. Worked closely with IT

developers to create custom software that integrated accounting and service

history. Trained and co-managed increased clerical staff.

TECHNICIAN TRAINER - Responsible for training new technicians and

disseminating new procedures to current technicians. Developed and

maintained systematic library of technical manuals, documents, schematics

and literature.

TECHNICIAN - Joined the company as an entry-level electronics service

technician. Quickly attained skills, discipline and experience necessary

to provide quality repairs in a timely and cost-effective manner.

Researched, investigated and implemented service strategies for new

products as they were introduced.

Technical Skills

Computer: MS Office Suite, Internet

Education and recognition

University of Texas at Austin - B.S. Physics - 1980

Cedar Valley College - Certificate: Green Building Technology - 2008

Southern Methodist University - Advanced Graduate Studies in Dispute

Resolution - 2006

Sharp Electronics Top Servicer Award - Customer Service - 2007, 2008 & 2009

Resume of Jack Turlington 214-***-**** Page 2 of 2

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