E. Darrell Roche, II
Overland Park,Kansas
Summary
Seasoned executive with a proven track record at Garmin and beyond, adept in virtualization technologies and cross-functional collaboration. Excelled in enhancing customer satisfaction through innovative product support and achieved significant sales growth by spearheading operations at KGE&B. Expert in escalation management, boasting a history of strategic leadership and operational excellence.
Overview
46
46
years of professional experience
Work History
Product Support Specialist
Garmin
07.2010 - Current
- Receive and answer customer inquiries regarding products, orders, pricing, and other services offered.
- Provide operational and technical support for Garmin’s consumer electronic products.
- Work with customers to determine which products, accessories, and plan of action best serve their individual needs.
- Report any and all out-of-line conditions affecting customer satisfaction.
- Monitor, document, and report failure trends in Garmin equipment.
- Identify and recommend improvements in Garmin products, documentation, and procedures.
- Review special circumstances, and authorize warranty service when deemed appropriate.
- Member of Garmin Unite, creating procedures for training mentors.
- Shift Bid has ranked #2 since joining Golf/Outdoor.
- Assessed and implemented document and software versioning and scalability to improve application optimization.
- Assisted customers with installation, configuration, and troubleshooting of products.
Census Enumerator
United States Census
04.2010 - 07.2010
- Interview individuals in person for the purpose of completing forms, applications, or questionnaires
- Identify and resolve inconsistencies in interviewees' responses by means of appropriate questioning or explanation
- Compile, record and code results and data from interviews or surveys ensuring completeness and accuracy
Client Relations Specialist/Emerald MasterCard specialist
Advantage Technical Resource Inc. subcontracted to H&R Block
01.2010 - 04.2010
- Interact with H&R Block clients over the phone to provide support to tax professionals to ensure an exceptional client experience in our tax offices
- Conduct interviews to determine the customer’s income tax preparation needs and match them with the tax professional whose expertise best fits their needs
Storm Adjuster
Kansas Farm Bureau Insurance
03.2009 - 11.2009
- Analyze information gathered by investigation and report findings and recommendations
- Collect evidence to support contested claims including interviewing witnesses, consulting police and hospital records, and inspecting and assessing property damage
- Examine claims form and other records to determine insurance coverage
- Examine property titles to determine validity and act as company agent in transactions with property owners
- Correspond with agents and claimants to correct errors, omissions and investigate questionable claims
- Negotiate claim settlements and recommend litigation when settlement cannot be negotiated
- Refer questionable claims to investigator or claims adjuster for investigation or settlement
Chief Operating Officer
KGE&B, Kansas Green Energy & Biofuel
08.2007 - 02.2009
- Create company business plan
- Project manager for the construction of Kansas City splash blending site including scouting for and determining the final location of the site, collaborating with the project architect and subcontractors, executing the project plan, and working in partnership with city and state agencies preceding construction thru closing of the project
- Responsible for developing customer database and making direct contact with potential customers including city and state government entities and private business owners
- Negotiate sales and manage company funds
- Manage transportation logistics for delivery to customers
- Responsible for troubleshooting any issues that arise with the site and its operations
Owner/Operator
OTICH HOLDING COMPANY
Shawnee, KS
01.1998 - 01.2006
- Negotiate operating agreements with Texaco Star Marts to open three convenience stores in Shawnee, Kansas and Lee’s Summit, Missouri
- Based upon demographic studies, perform site selection, purchase land, and serve as general contractor to build 4000-square foot stores with gasoline
- Oversee design, construction, equipment selection, and layout of stores
- Hire, train and motivate a staff of three managers with a total of 50 full and part-time employees
- Negotiate pricing with vendors, merchandise store, manage accounting, and financial operations
- Continually refine operating and purchasing structures to support profitability through budgeting, planning, and forecasting
- Manage all marketing, merchandising, store conditions, supply agreements/vendor contracts, negotiations, human resource development, loss prevention, IT, and legal aspects of business activities
- Attend seminars: Hiring Winners; Labor Scheduling; Loss Prevention; Reducing Employee Turnover; Reducing Out of Stocks; Succession Planning; Food Marketing Institute workshops; Missouri Retail Association Food shows and seminars
- Successfully negotiate the sale of the real estate and assets of the corporation
Owner/Operator
SHAWNEE PRICE CHOPPER
Shawnee, KS
01.1980 - 01.2000
- Based upon marketing studies and results, select location/real estate to build the first store, an Associated Wholesale Grocers (AWG) affiliated 65,000 square-foot Price Chopper format including full-line grocery and perishable departments with warehouse pricing
- Establish and structure operating procedures, advertising, marketing, staff development, training, and merchandising strategies that drove sales from a zero base to $35 million in annual sales
- Achieve success in a market area with a population of 55,000 and 8 other competitors
- Throughout the years, manage the process of remodeling and renovations for store upgrades
- Manage 400+ employees including store managers, shift managers, and department heads
- Provide oversight for all operations including vendor relations, inventory control, shrinkage, pricing, merchandising, human resource development, accounting, reporting, and administration
- Prepare budgets, forecasts and interface with outside accounting firms to ensure profitable operations
- Attend seminars: Competing Against the Super Centers; Harassment Prevention; Supervising a Drug Free Workplace; Workplace Safety; National Grocer’s Association convention and workshops
- Successfully negotiate the sale of the real estate and assets of the corporation
Owner/Partner
CMI, INC. / MIDTOWN ENTERPRISES
Overland Park, KS
01.1979 - 01.1981
- Perform the full range of planning and execution of 10-acre real estate land developments, construction, and sales of improved land for residential communities and owner/operator of one strip center
- Manage financing options, appear before city boards and commissions in the zoning approval process, and serve as the general contractor for communities in suburban areas of metropolitan Kansas City
- Personally responsible for all permitting, licensing, and surveys for plot plans
- Provide assistance on initial planning and layout
- Bid, select, and negotiate all subcontractor agreements
- Identify and select real estate for shopping center development with a Price Chopper store as anchor/prime tenant
- Structure and obtain financing through local banking sources to support growth
- Prepare extensive business plans and forecasts to obtain financing
- Serve as general contractor simultaneously building a strip center with a Price Chopper anchor store and 25,000 square feet of leased space
- Oversaw construction in various stages of completion
- Interact with chambers of commerce in increasing community awareness and marketing new development
- Serve as a leasing agent and property manager in obtaining tenants and ongoing relationships
Owner/Operator
ROCHÉ LIQUORS
Overland Park, KS
- Manage a staff of four and operate a retail facility generating $1 million in annual sales
Skills
- Virtualization technologies
- Escalation management
- Remote support
- Cross-functional collaboration
- Mobile device support
- Issue reporting
- Security protocols
- Application support
- CRM software
- Web technologies
- Telephone support
- Hardware troubleshooting
- Product calibration
- Ticketing sys
Timeline
Product Support Specialist
Garmin
07.2010 - Current
Census Enumerator
United States Census
04.2010 - 07.2010
Client Relations Specialist/Emerald MasterCard specialist
Advantage Technical Resource Inc. subcontracted to H&R Block
01.2010 - 04.2010
Storm Adjuster
Kansas Farm Bureau Insurance
03.2009 - 11.2009
Chief Operating Officer
KGE&B, Kansas Green Energy & Biofuel
08.2007 - 02.2009
Owner/Operator
OTICH HOLDING COMPANY
01.1998 - 01.2006
Owner/Operator
SHAWNEE PRICE CHOPPER
01.1980 - 01.2000
Owner/Partner
CMI, INC. / MIDTOWN ENTERPRISES
01.1979 - 01.1981
Owner/Operator
ROCHÉ LIQUORS