Call Center Less Than

Derek French

615-***-**** Murfreesboro, TN ************@*****.***

Summary

Strategic and collaborative management professional with strong business growth results and a successful track record of associate empowerment and team building. A career history of consistent high-impact procedural and process improvements across entire business functions regardless of position or responsibility.

Implemented multiple cost savings initiatives and product quality improvement programs while improving customer satisfaction and increasing corporate profits. Skills Summary

Program Management

Project Management

Process Improvement

Data Analysis

Forecasting

Service Repair Management

(Production/Depot/Field)

Contract Negotiations

Warranty Claims

Supervision

Defect Management

Production Fulfillment

Microsoft Office,

Excel, Outlook, Word,

Power-Point, Visio, Access

Professional Experience

Amazon, Nashville, TN November 2021 to Januaery 2022 SENIOR PROGRAM MANAGER - GLOBAL SECURITY OPERATIONS

Developed end to end processes for global site video security audits to confirm camera functionality and video management systems are functioning correctly and as intended.

Achieved on time completion of a camera mapping initiative for out of network fulfillment centers. Worked with service matter experts to eliminate steps and streamline processes. Also introduced deadlines to customers forcing results or reasons for delay. Produced a weekly report highlighting reasons for delay and celebrating site successes. Quanta Computer, Nashville, TN October 2012 to May 2020 BUSINESS PROGRAM MANAGEMENT

NETAPP SERVER REPAIR 5/2018 to 5/2020

Developed and introduced a depot return and repair program from startup through defective goods receipt, testing, repair and level 1 root cause analysis, including forecast and procurement of materials, packaging, and parts, order management, return shipment of finished goods and invoicing. OFFLINE TESTING AND REVERSE LOGISTICS 10/2016 to 5/2020

Drove a 95% reduction in defective part levels from $3.5M to steady state of $400K within 9 months

Incorporated offline testing to improve return to stock rate of production parts.

Reduced defective parts rate by 12% per server rack tested, resulting in significant time saved on parts handling and reduction in shipment costs for defective parts returns.

Reduced turn-around time for defect parts processing from over 12 months to less than 30 days

Introduced service buffer parts forecasting – resulting in reduced server failure rates, improved on time production. CISCO SERVER REPAIR 10/2012 to 10/2016

Pushed growth of repair contract from $2 to $8 million annual revenue from 10/2012 to 10/2016.

Improved or introduced all processes for invoicing, defective goods receipt, replacement parts purchase, Engineering change management, packaging, finished goods shipment, new product service development.

Achieved an on-time shipment rate of 95% with a 100% on-time shipments for 38 consecutive weeks, up from 75%

(including a three month average of less than 30%) before my arrival at Quanta.

Investigated and initiated processes to source, test, and rebrand hard drives as Cisco branded, providing the customer with significant money savings and a reduction of engineering requirements to qualify replacement drives. P&F USA, INC., Alpharetta, GA Sep. 2008 to Oct 2012 FIELD REPAIR NETWORK MANAGER, NORTHEAST US REGION

Pulled the Northeastern region up from what was the poorest performing, most expensive region historically to the least expensive, highest rated region in each key performance initiative in less than one year. Page 1

Derek French

615-***-**** Murfreesboro, TN ************@*****.***

While 28% of the ASC’s are located in the Northeastern Region: o 20% of claims originated in the Northeast Region, down from 30% two years previous. o Less than 20% of product exchanges came from the Northeast region. o 20% of field service cost sourced from the Northeastern region. (Reduced from 31% annually) P&F USA, INC., Alpharetta, GA Sep. 2008 to Oct 2012 FIELD REPAIR NETWORK MANAGER, NORTHEAST US REGION (Continued)

Created a system for rating authorized service centers using turnaround time, claim costs and Net Promoter Score.

Developed a locator tool for use by our call centers to refer customers to service centers based on service center rating and proximity, resulting in significant improvements in repair cost, turnaround time and Net Promoter Score.

Managed claims audits to ensure accurate and timely claims processing and a reduction in false claims.

Collaborated with the technical assistance department to develop and introduce online technical assistance and part escalation processes and forms, streamlining submittal and management of technical issues and part backorders. Philips Consumer Electronics 2000-2012

FAST MARKET FEEDBACK ENGINEER

Managed Audio/Video product testing at depot returns facility.

Provided technical feedback to Philips global design centers for 100+ new products annually.

Chaired consumer focus groups for pre-production products,

Forecasted call volumes to develop call center staffing plans and predict call center cost – 98% accuracy

Developed and implemented call center scripting to improve consumer experience – 1.5M calls per year

Analyzed consumer calls to identify process improvement actions, reduce call handle time, and improve first time resolution - $500K in cost saving per year while improving customer satisfaction. TECHNICAL PUBLICATIONS PROJECTS COORDINATOR

Supervised daily department activities and scheduling for technical writers.

Instituted change from individual projects to team-driven approach, reducing missed deadlines and O.T.

Lead preparation of 100+ product service manuals per year for distribution to Authorized Service Centers.

Trained technical writers in creation of electrical and mechanical parts lists, acquisition of voltages and oscilloscope waveforms, development of service alignments and assembly/disassembly procedures. SENIOR TECHNICAL WRITER & EDITOR

Developed technical manuals for television chassis.

Worked with development engineering, and manufacturing in the U.S., Europe and the Asia Pacific region to manage manual creation timelines to coincide with in market product launch dates. Franchisee/Entrepreneur for Federal Express Ground Delivery, Aug. 2004 to Aug. 2008 OWNER/MANAGER FOR FEDERAL EXPRESS HOME DELIVERY ROUTE

Purchased contract, territory and equipment to provide delivery service for FedEx in August 2004

Negotiated a sub-contracting arrangement with a 3rd party to perform deliveries.

Negotiated sale of the territory in August of 2008. Education

Tennessee Institute of Electronics – Knoxville, TN

A.S., Electronics Technology (GPA 3.92/4.0)

ITT Technical Institute

B.S. Project Management (In process) (GPA 4.0/4.0) Page 2

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