Davon Britton
Dundalk,MD
Summary
Business Administration graduate with 16 years of leadership experience in field operations and technical service environments. Proven expertise in analyzing operational performance and tracking KPIs to drive data-driven decisions within regulated organizations. Proficient in Excel reporting, Power BI dashboard development, and workflow optimization through cross-functional collaboration.
Overview
18
18
years of professional experience
Work History
Senior Appliance Repair Technician – Team Lead
BGE Home / Constellation Home
01.2016 - Current
- Lead and mentor service technicians while ensuring compliance with safety, quality, and operational standards.
- Diagnose and repair major residential appliances while maintaining high first-time completion and customer satisfaction rates.
- Coordinate daily service workflows, scheduling priorities, and technician support to improve efficiency and service quality.
- Provide ongoing performance feedback and coaching to reduce repeat visits and improve overall productivity.
- Support operations reporting through accurate documentation, system updates, and communication with leadership teams.
Business Operations Intern
Constellation Home
05.2025 - 07.2025
- Tracked and analyzed weekly performance metrics for 28 field service technicians, including job completion rates, return visits, and on-site productivity, enabling leadership to identify efficiency gaps and improvement opportunities.
- Developed Excel-based technician scorecards and lead opportunity reports (HVAC, water heater installations), supporting data-driven operational decisions.
- Built and maintained Power BI dashboards to visualize service trends, technician performance, and workflow efficiency.
- Collaborated with leadership to document operational processes and performance guidelines used in management reviews.
Senior Appliance Repair Technician – Lead Mentor
Sears – A&E Factory Service
01.2012 - 01.2016
- Delivered in-home appliance repair services while consistently meeting performance and customer satisfaction targets.
- Mentored newly hired technicians on service protocols, compliance requirements, and professional customer interactions.
- Conducted quality checks to ensure accuracy, consistency, and adherence to company service standards.
Ingredient Prep / Meat Injector
Deli Brands of America
01.2010 - 01.2012
- Prepared and processed food products in accordance with sanitation, safety, and quality protocols.
- Maintained a perfect attendance record in 2011, recognized for reliability and work ethic.
Store Manager / Cook
Ledo’s Pizza
01.2008 - 01.2011
- Managed restaurant staff, scheduling, inventory, and daily operational performance.
- Oversaw food preparation and ensured compliance with quality and sanitation standards.
Assistant Store Manager
RadioShack
01.2008 - 01.2010
- Supervised daily store operations, including inventory control, staff scheduling, and customer service.
- Trained sales associates on upselling techniques and point-of-sale systems.
Education
Bachelor of Science - Business Administration, Leadership and Management
Towson University
Towson, MD07.2025
Skills
- Operations analysis and KPI reporting
- Excel and Power BI reporting
- Scorecard development
- Dashboard creation
- Trend visualization
- Workflow optimization
- Process documentation
- Cross-functional communication
- Team leadership and coaching
- Mentorship and compliance
- Safety-driven operations
- Customer operations and service quality support
- Performance metrics and data analysis
- Data entry and documentation
- Decision-making and problem-solving
Awards
Perfect Attendance Award, Deli Brands of America, 2011, Recognized for leadership, reliability, and mentorship across multiple technical teams.
Timeline
Business Operations Intern
Constellation Home
05.2025 - 07.2025
Senior Appliance Repair Technician – Team Lead
BGE Home / Constellation Home
01.2016 - Current
Senior Appliance Repair Technician – Lead Mentor
Sears – A&E Factory Service
01.2012 - 01.2016
Ingredient Prep / Meat Injector
Deli Brands of America
01.2010 - 01.2012
Store Manager / Cook
Ledo’s Pizza
01.2008 - 01.2011
Assistant Store Manager
RadioShack
01.2008 - 01.2010
Bachelor of Science - Business Administration, Leadership and Management
Towson University