Customer Service Manager

Jerry R Doubrava

**** ****** **** ** ***********, AL * 256-***-***** **************@*****.***

More than 25 years' experience as a Master Service Technician / Regional Manager / Technical Trainer. Skills include:

Curriculum Development

Technical Expertise

Individual and Group Training

Client Service

Experience

Technical Skills

4 year Vocational Electrical / Electronic Course Graduate

CET / Certified Electronic Technician

Skilled in trouble shooting electrical and electronic circuits to the component level to replace the defect components as needed.

Replace defective components by soldering both through the board components and also surface mounted devices.

Able to read service manuals, drafting diagrams and flow charts for trouble shooting.

Working knowledge to use hand tools to complete and test repaired circuits.

Working knowledge to use test equipment for repairs as needed, Fluke DVMs, Amp meters, Load meters and Oscilloscopes

LG Electronics Huntsville, Alabama

Regional Manager / Technical Field Trainer - 2006 to 2014

Presented over 480 training classes throughout the United States to provide technical support on consumer products.

Designed and revised training materials semi-annually in PowerPoint to support classroom training and new products.

Facilitated training by booking hotel meeting rooms throughout the region to provide classroom hands on instruction.

Managed $200,000 budget and contracts for training class locations. Created and maintained an ongoing detailed cost report to upper management on training expenses for the region. Serviced and maintained company training vehicle.

Improved average attendees per class metric 50% and instructor rating 94% through attendance analytical reports and trainee testing coordinated with feedback from Authorized Servicers.

Interfaced with engineers from multiple countries to solve field related defects.

Circuit City Cleveland, Ohio / Atlanta, Georgia

Service Technician / Regional Manager / Technical Advisor - 1997 to 2006

Master Service Technician

Supported 28 field technicians in 5 states.

Researched technical parts and interfaced with parts and dispatch staff to eliminate inefficiencies.

Maintained customer relations and customer service standards. Promoted continual improvement through technical training to optimize productivity and quality. Managed cost effectiveness of individual repairs.

Developed and promoted a team environment by interfacing between Area Managers and Technical Associates.

Electra-Sound Inc Parma, Ohio

Master Service Technician / Video Service Manager - 1981 to 1997

Developed in depth knowledge of all aspects of the retail electronics service industry including: customer service, quality control, warranty data processing, field service support, technical and customer relations.

Managed 30+ Technical Employees.

Training and Certification

Field Service Training Seminars

oSony

oNAP

oThompson

oHitachi

oToshiba

oZenith / LG

Sharp Management Training

Business Navigator Time Management Training

Peak Performance Management Training

Train the Trainer Technical Support

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