Alex Hargrave
Lead Appliance Technician | Service Team Leader | Customer Experience Expert
Peculiar,MO
Summary
Relentless service leader and certified appliance expert with 10+ years dominating diagnostics, repair, and team leadership. 92% first-time fix rate. 98% customer satisfaction leading 12-person remote teams. Proven record of cutting costs, boosting retention, and building high-efficiency workflows. Certified in advanced diagnostics, customer service, and business leadership. Ready to drive performance and results from day one.
Overview
11
11
years of professional experience
5
5
Certifications
Work History
Lead Appliance Technician
Mr. Appliance
11.2023 - Current
- Diagnosed and resolved complex appliance failures, locking in a 92% first-time repair success rate.
- Decreased unnecessary follow-up visits by 30% through remote virtual troubleshooting techniques.
- Ensured 100% warranty compliance through detailed and precise service documentation.
- Drove customer loyalty, contributing to a 20% repeat business growth within the first year.
Customer Service Manager
Deluxe Corporation (DFS)
04.2019 - 11.2023
- Led a 12-person customer support team, reaching 98% satisfaction while reducing resolution time by 40%.
- Built new remote service protocols that slashed escalations by 35% year-over-year.
- Reduced staff turnover by 25% through mentorship, leadership development, and career mapping programs.
- Oversaw cross-training that increased departmental flexibility by 30%.
Trainer -> Lead -> Supervisor
Sears Distribution
01.2014 - 04.2019
- Delivered high-impact appliance repair training, cutting technician onboarding time by 50%.
- Restructured service workflows, boosting operational efficiency 35% across three departments.
- Promoted twice for exceeding key leadership and performance benchmarks consistently.
Education
Associate of Applied Science - Entrepreneurship
College of DuPage
Glen Ellyn, ILHigh School Diploma -
Thornton Township High School
Harvey, ILSkills
Appliance Diagnostics
Certification
Certified Appliance Technician (Advanced Diagnostics), NASTeC
Locations
- Lee's Summit, MO, 64063
- Remote
- Romeoville, IL, 60446
- Glen Ellyn, IL, 60137
- Harvey, IL, 60426
Signature Wins
- Saved $50K+ annually by achieving a 92% first-time appliance fix rate across 500+ service calls.
- Cut onsite service visits by 30% with virtual troubleshooting innovations.
- Led 12-person remote team to a 98% customer satisfaction rate two years running.
- Boosted department productivity 35% by designing faster repair and training protocols.
- Reduced employee turnover 25% through targeted leadership and mentorship programs.
Timeline
Lead Appliance Technician
Mr. Appliance
11.2023 - Current
Customer Service Manager
Deluxe Corporation (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 -
Thornton Township High School
Similar Profiles
Alex HargraveAlex Hargrave
Appliance Technician at Mr. ApplianceAppliance Technician at Mr. Appliance
Curtis Forcum Sr.Curtis Forcum Sr.
Appliance Technician at Mr. ApplianceAppliance Technician at Mr. Appliance
Sophia GordonSophia Gordon
Office Assistant at Mr. ApplianceOffice Assistant at Mr. Appliance
Averi SummersAveri Summers
Tutor at Raymore-Peculiar Alternative ElementaryTutor at Raymore-Peculiar Alternative Elementary
Janie-Marie WilliamsJanie-Marie Williams
Triage Coordinator at Pediatric Care SpecialistsTriage Coordinator at Pediatric Care Specialists