Technical Support Manager I

Jorge Tavora

** ************* **. **********, *.J. 07439

Phone: 973-***-**** E-Mail: *******@*****.***

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Professional Summary

Technical Support Manager with diverse experience in the CE industry with 20+ years experience in Consumer Electronics, Home Appliance and Dealer Support with a focus for optimization of organizational resources and KPI’s. Proven leadership on Dept. and company taskforce level to manage immediate company goals and devise/implement new processes to better optimize present/future service performance. Direct technical product experience spanning from LED/LCD/ PDP to AV.

Experience

Tech Support Manager I Sept. 2006 – Oct. 2015

Samsung Electronics America Inc.

Managed Samsung's Technical Support Call Center hotline which consisted of 34 Technical Specialist

Our Tech Support and Triage call volume ~ 140**-*****/month

Met and exceeded SLA targets - (92% of all calls answered in 30 sec) Hired/trained all existing and new agents on our Internal systems. Managed manpower, scheduling and utilization

Completed the merger of 2 outsource companies to improve company’s KPIs. Created and implemented the TV-LCD/PDP panel defect authorization process for our Service Network and Dealers Performed Product Quality Analysis, QA testing, Product Updates and F/W upgrades Generated all "Quality Issue" reports for Upper Management, Engineering an P&L Departments. Created a process for TV-LCD/PDP multi-part authorization KPI Management (SLA, FCR, AHT, ASA, Abandon and Tech Quality Assurance) Technical writing skills- created bulletins, tips and newsletters Designed and implemented the S.AD.I. Team:

Highly trained agents which answered incoming calls from customers, triaged their TVs & Home Appliance issues and were responsible for making accurate part recommendations for technicians to fix the product on the first trip. Resulting in decreased repeat repairs (REDOs), turnaround time (TAT) and increased customer satisfaction and First Time Fix (FTF)

Designed and implemented the S.A.R.A. system:

A system that provided servicers with Repair Scenarios and Part Recommendation based on product issue.

Presented with the “Spot Light Award” 2009

Field Ops - Home Ent - Field Svc Mgmt & Tech Support Manager Jan 2010 - Jan 2011 Samsung Electronics America Inc.

Managed 4 Regional Account Managers.

National Service Manger of Consumer Electronics and Home Appliance divisions. Overseeing service operations of Samsung's authorized service network. Developing and managing action plans to improve servicer KPI metrics to include turnaround time, quality of service and REDOs.

Strengthen and improve the service networks ability to provide top notch service to our mutual Samsung customer.

Analyzed service account’s KPIs and provided guidance for improvement Jorge Tavora

Phone: 973-***-**** E-Mail: *******@*****.***

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Lead Technical Support Specialist Jun. 1996 – Sept. 2006 Panasonic Corporation of North America

Team Leader of 5 tech support agents.

Provided Technical Support to Field Network / Dealer Technicians / Factory Service Centers. Troubleshoot TV and Home Appliances to component level Maintain Technical database / Reporting / Track agent performance Education

University of Pennsylvania- The Wharton School - Institute of Executive Education Dec. 2010 Competing Through Customer Centricity Program

Suburban Technical Institute 1985 - 1987

Associates Degree in Electronics Technology

Exploring solid-state devices such as diodes, bipolar and field effect transistors, and operational amplifiers, as well as their use in signal processing applications such as amplification and filtering. Skills

Team Leadership, Support Management, Cross-Functional Team Leadership Consumer Electronics, Customer Service Experience, Critical thinking, Collaboration Creativity, Technical written communication, Time management, Data management Repair and installation/troubleshooting (TV-LED/LCD/PDP/DLP/CRT/AV/MWO/RC) MS Office/Visio/Adobe Suite Software

Recent Accomplishments:

Promoted from Tech Support Manager to Field Svc Manager to Tech Support Manager I

Implemented a new Technical Support Team Dept., (Samsung Tech Call Center) that consists of a triage team and tech support team of 34 agents to take calls from customers (end user) and field technicians.

(Tier 1, Tier 2 & Tier 3 Level Supports).

Achieved Samsung Service Level Agreement above target for 5 years (Target: 80%/30sec).

Completed the merger of 2 outsource companies (HSN & KWI)

Devised/implemented the panel authorization process & multipart authorization process

Implemented the 5K process and improved service centers KPI performance

Reduced high REDO accounts from 11% to 7.7% (met target) Additional Languages Spoken:

Portuguese

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