James Florkey
Milford,OH
Summary
With a proven track record at Asurion, I excel in operations management and effective communication, driving process improvements and fostering strong team dynamics. My expertise in coaching and performance management has significantly enhanced team productivity and efficiency, showcasing my ability to lead with impact and nurture key relationships.
Overview
16
16
years of professional experience
Work History
NSC Coach - Field Operations
Asurion
06.2023 - Current
- Supported 4 cross functional teams (Parts Assistance Research, Audit, Reconciliation and Cores/Parts Return)
- Developed strong relationships with Field Operations Managers, Field Service Coordinators, Parts/Purchasing teams
- Coached Parts Assistance Research team on locating difficult to find Appliance and TV Parts, utilizing internal and external resources to maximize parts ordering to complete more repairs while reducing buyouts as a result of parts not available
- Established systems for tracking task completions to better understand productivity levels, as well as a system to track parts purchases made on P-Card to ensure delivery and proper documentation within the system
- Inspected and provided feedback on task completion for opportunities in outcome and ensuring that documentation meets the business expectations
- Monitored team performance to assess training requirements and areas in need of improvement.
NSC Coach - Major Appliance Operations
Asurion
09.2021 - 06.2023
- Led a team of 14 experts to support inbound, outbound call queues and offline tasks to pre-screen customers Appliance Repair appointments
- Maximized performance by monitoring daily activities and mentoring team members performance
- Reviewed and audited experts calls, to ensure they met company standards and policies
- Provided coaching by identifying behavioral opportunities, root cause through effective questioning while creating a plan to fine tune behaviors to meet or exceed expectations
- Analyzed and reported on key performance metrics to senior management
- Led process to streamline and reduce uneconomical warranty repairs for TV's while partnering with our client to move these customers to buyout
Field Coach - Major Appliance
Asurion
08.2021 - 09.2021
- Assisted with transitioning In-Store Cell Phone Repair Experts over to Major Appliance Repair Technician roles
- Offered constructive feedback to training department during this time to improve expert understanding and retention
In-Store Service & Repair Manager-Sprint/T-Mobile
Asurion
02.2017 - 07.2021
- Manager to 17 employees across 5 Service and Repair locations in the Southwest Ohio, Northern KY and Eastern IN area
- Monitored customer interactions for real-time feedback.
- Conducted one-on-one coaching sessions for employee development
- Analyzed behavioral patterns, addressing core issues for improvement
- Maintain schedules for five locations, handling PTO, Floating Holidays, and FMLA
- Managed customer escalations by listening to their concerns and providing options to best meet their needs while maintaining business goals
Service & Repair Support Specialist
Sprint
11.2012 - 02.2017
- Supported Corporate Service and Repair Centers and Indirect Authorized Service Centers throughout the Cincinnati/Dayton and Kentucky Districts
- Partnered with 9 Corporate Service and Repair Managers and 3 District Managers to reduce Exchanges and Increase Customer Experience. Maintained relationships with District, Store, Assistant Managers as well as Lead Technicians and Technicians
- Conducted store visit audits to ensure that each Store was operationally effective in handling their Parts Inventory, Replacement Handset Stock, Managing the timely repair and return of Customers Equipment
- Observed Customer interactions between the Sales and Service teams to ensure that customers were being provided options to resolve their issue. While maintaining exceptional Customer Experience
- Collaborated with 3 Indirect Authorized Service Center Owners, Service Managers and 11 Store Managers to meet Customer Experience, Exchange Performance goals while following the published policies and procedures
- Conducted operations audits during each store visit to confirm adherence to policies and procedures
Logistics Account Executive
Total Quality Logistics Inc.
02.2012 - 08.2012
- Logistics Executive providing Freight Brokerage services to clients across the United States
- Built a client base by determining their needs, building trust and by developing a solution to exceed their expectations
- Managed the client's product from point of pickup all the way through delivery keeping them updated daily
Territory Manager - Verizon
Flextronics RTS
07.2008 - 08.2011
- Sales Manager of 21 Customer Service and Repair Technicians across 12 Verizon Wireless locations throughout the Dayton/Cincinnati area
- Observed customer interactions and provide real time feedback to technicians. Present alternative strategies to better understand customer needs and position the appropriate product through consultative sales methods
- Handled Customer service escalations, providing options to meet customer's expectations as well as meeting business initiatives
- Built and maintained client relationship with Retail Managers and District Managers communicating frequently and resolving conflicts with in a timely manner
- Completed performance evaluations and set expectations for employees to maintain or improve performance through action plans, performance improvement plans and corrective actions
- Assisted employee's development in multiple skill sets such as Command Skills, Building Effective Teams, Driving Results and building Business Acumen
- Created reports to track Individual / Team Sales Performance
- Generated schedules for individual locations based on staffing demands
- Daily management of timecards to monitor overtime
Education
No Degree - Electronics Engineering
Sinclair Community College
Dayton, OHHigh School Diploma -
Vandalia Butler High School
Vandalia, OHSkills
- Effective communication
- Operations management
- Project management
- Process improvement
- Personable and friendly
- Building relationships
- Team leadership
- Coaching and mentoring
- Performance management
- Goal setting
Timeline
NSC Coach - Field Operations
Asurion
06.2023 - Current
NSC Coach - Major Appliance Operations
Asurion
09.2021 - 06.2023
Field Coach - Major Appliance
Asurion
08.2021 - 09.2021
In-Store Service & Repair Manager-Sprint/T-Mobile
Asurion
02.2017 - 07.2021
Service & Repair Support Specialist
Sprint
11.2012 - 02.2017
Logistics Account Executive
Total Quality Logistics Inc.
02.2012 - 08.2012
Territory Manager - Verizon
Flextronics RTS
07.2008 - 08.2011
No Degree - Electronics Engineering
Sinclair Community College
High School Diploma -
Vandalia Butler High School