Alex Hargrave
Lead Appliance Technician | Customer Service Manager | Operations Supervisor
Peculiar,MO
Summary
10+ years leading appliance repair and service teams, specializing in diagnostics, workflow optimization, and client retention. Experienced in electrical and mechanical repair, remote troubleshooting, training, and team leadership. Certified in advanced diagnostics and customer service with a proven track record of boosting customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
6
6
Certifications
Work History
Appliance Technician
Mr. Appliance
11.2023 - Current
- Executed advanced diagnostics across various appliance types with a 92% first-time fix rate
- Applied remote troubleshooting tools, reducing onsite visits by 30%
- Maintained accurate service logs for future repair reference and warranty compliance
Customer Service Manager
DFS
04.2019 - 11.2023
- Led a remote support team of 12, achieving a 98% customer satisfaction rating
- Developed new customer service protocols that increased issue resolution speed by 40%
- Reduced employee turnover by 25% through leadership development and mentoring
Trainer / Lead / Supervisor
Sears Distribution
01.2014 - 04.2019
- Promoted from Trainer to Supervisor by consistently exceeding performance and leadership expectations
- Conducted appliance repair training programs for new technicians, improving onboarding efficiency
- Implemented workflow improvements that boosted productivity by 35% across service departments
Education
Associate of Applied Science - Entrepreneurship
College of DuPage
Glen Ellyn, ILHigh School Diploma - undefined
Thornton Township High School
Harvey, ILSkills
Appliance Diagnostics
Electrical & Mechanical Repair
Virtual Troubleshooting
SOP Development
Preventive Maintenance
Customer Retention
Team Training
Conflict Resolution
Workflow Optimization
Inventory Management
Certification
Certified Appliance Technician (Advanced Diagnostics)
Professional Title
- Lead Appliance Technician
- Customer Service Manager
- Operations Supervisor
Timeline
Appliance Technician
Mr. Appliance
11.2023 - Current
Customer Service Manager
DFS
04.2019 - 11.2023
Trainer / Lead / Supervisor
Sears Distribution
01.2014 - 04.2019
Associate of Applied Science - Entrepreneurship
College of DuPage
High School Diploma - undefined
Thornton Township High School