Experience

CPR Cell Phone Repair

• United States
• Retail
• 100 - 200 Employee

• Franchise Support Manager

  • Dec 2019 - Present

  - As an FSM, I support 2 regions, made up of 90+ franchise owners and 130+ franchise stores. - Perform daily P&L analysis and coaching calls with franchisees, to then implement operational strategies and long-range planning to drive year-over-year business growth.- Coach personnel on management principles, industry practices, company procedures, and technology systems. - Enforce compliance and project requirements; be it new store certifications, equipment purchases, or program training.

• National Account Manager

  • Jun 2018 - Dec 2019

  - I oversaw a corporate team of 12, including 4 appointment dispatchers and 8 remote technicians. Also a direct line of assistance to over 10 franchisees and 20 franchise team members.- Monitored employee performance and retrained employees to resolve issues and maximize productivity.- Established and enforced clear objectives to keep all personnel on the same page and jointly working.- Traveled to various locations in the United States to teach new stores and technicians to ensure productivity.- Supervised insurance programs for Assurant, Asurion, Centricity, Brightstar, SquareTrade, and Rent-A-Center, ensuring that customers were always taken care of and that retailers were compensated for repairs. - Invoice all insurance programs weekly and investigate unpaid claims to shops to ensure operational efficiency.- Formulate procedures and training for new accounts, as well as for our shops to adhere to meticulously.

• CPR / Asurion Dispatcher

  • Mar 2018 - Jun 2018

  - Successfully led and motivated teams of 5 or more remote technicians in twenty or more markets. - Worked together with internal departments to enhance operational efficiency in both production and administration.

• CPR / Asurion Remote Technician

  • Apr 2017 - Mar 2018

  - Effectively repaired clients' smartphones, including iPhones, Samsungs, and Pixels, at their specified location.- Accurately conducted cycle counts to verify all of the required components on hand to fix the devices.

• Store Technician

  • Feb 2017 - Apr 2017

  - Repaired clients’ devices, including cell phones, computers, and tables.