JASON ZELHOFER
Janesville,WI
Summary
Proven leader in establishing a top-tier customer support department at Lock N Charge Technologies LLC, achieving a 98 NPS score. Expert in operational efficiency and team management, Excelling in stakeholder management and technical troubleshooting. The approach has fostered significant brand loyalty and improved product quality, leveraging skills with available tools, resources, and teamwork to drive success.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Innovative and goal-oriented Management professional committed to customer success. Dedicated team player, skilled at mediation and conflict resolution.
Overview
22
22
years of professional experience
Work History
Customer Support and Warranty Manager
Lock N Charge Technologies LLC
08.2015 - Current
- Built a world class support department from the ground up earning a NPS score of 98. This led support to being a top selling point for LocknCharge and set us apart from competitors. This also helped us gain brand loyalty from some of the largest school districts in the country.
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
- Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under the manufacturer's warranty coverage.
- Led continuous improvement initiatives within the organization by identifying opportunities to enhance existing processes based on feedback from both internal and external stakeholders.
- Enhanced team performance through consistent training, coaching, and mentoring of warranty department staff helping support run lean due to high-quality performance.
- Analyzed warranty data to identify trends and areas for improvement in both product quality and servicing procedures.
- Collaborated with sales and service teams to provide seamless customer experiences during the warranty process and also presale.
- Coordinated cross-functional efforts between engineering, production, and customer support teams to address recurring product issues effectively. This strong relationship helped prevent large-scale negative user experiences globally in all four business units.
- Cultivated positive rapport with fellow employees in all departments to boost company morale and promote employee retention.
- Like many small companies, I have jumped in where needed to help with the overall health of the organization in responsibilities outside of service and support. I am also in charge of prepping and packing all trade shows for sales and marketing departments. I am also in charge of facilities, managing contractors for all building repairs and preventive maintenance.
Customer Service Department Head
VanBrocklin Electric
12.2011 - 08.2015
- Providing the most cost effective solution, I specialized in configuring repairs to minimize loss.
- Navigating and troubleshooting job sites to assure systems are to current standards and codes.
- Building personal relationships to ensure customer satisfaction and repeat business.
- Guaranteeing warranty work, schedule timely service calls to ensure customer loyalty.
- Completing a proper paper trial for ordering material, billing and warranty work
Journeyman Electrician
Specialized Electric, Skilled Trades Services
04.2011 - 12.2011
- Assemble, install, test and maintain electrical or electronic wiring, equipment, appliances and fixtures using power and hand tools.
- Diagnose malfunctioning systems using test equipment to locate the cause of the breakdown and correct the problem.
- Inspect electrical systems to identify hazard and to ensure compliance with codes.
Electrical “Working” Forman
McGrath Electric Inc
05.2006 - 02.2011
- Maintained a safe working environment through adherence to safety protocols and regular site inspections.
- Trained new employees to learn new systems, apply best practices and comply with protocols and regulations.
- Supervised and performed skilled work in new construction, additions, remodels, maintenance and repair in residential, commercial, industrial and institutional facilities.
- Tasks both preformed and supervised include duties accomplished as an apprentice at similar job site atmospheres as trained in as listed below in apprenticeship job duties.
- was directly responsible for the action and performance of the entire crew ranging from 2-20+, making arrangements for material and on-site coordination, maintaining of all records such as material, time and job site schedules.
- Knowledge of construction and maintenance procedures utilized, including components, devices, systems and functions; as well as rules, regulations and safety procedures.
- Promoted crew to maintain general cleanliness of worksites, vehicles and equipment and assured that proper tools and safety supplies were available and in working order.
- Trained and instructed crew of new methods and procedures to assure that NEC and Local codes are implemented as well improving production and performance stressing that there is room for improvement no matter what level a crew member is at.
ABC Electrical Apprentice
McGrath Electric Inc
09.2002 - 05.2007
- Trained to become a journeyman electrician through 5 years of both hands-on training and college class work.
- Training included a wide variety of electrical task including, low voltage, high voltage distribution yards, data systems, phone
systems, fire alarm systems, security systems, ADA systems, audio/video systems, intercom/paging systems, MCC's and PLC's, lighting control systems, and nurse call systems. - Work was performed at a wide range of jobsites including; homes, schools,
universities, hospitals, clinics, banks, food manufacturing plants, as well as private commercial buildings - Supported project success by assisting with wiring layouts, conduit bending, circuit connections, and other essential tasks as directed by senior electricians.
- Developed practical skills by actively participating in hands-on training sessions under the guidance of experienced electricians.
- Followed all safety procedures and guidelines to promote safety while working on electrical systems.
- Exceeded expectations for apprenticeship requirements, completing assigned tasks accurately and efficiently under minimal supervision.
- Streamlined project timelines by effectively collaborating with senior electricians to complete tasks on schedule.
Education
Journeyman Electrician - Electrical Equipment Installation And Repair
Blackhawk Technical College
Janesville, WICEU Courses
Numerous Courses Throughout Time In The TradesLeader As A Coach -
Professional Development
Enneagram Learning Pod With Oasis People & Culture2024
Individual Coaching Sessions -
Professional Development
Oasis People & Culture2024
Coaching And Motivating in The Workplace -
Professional Development
UW School Of Business2019
EGO Vs EQ-Emotional Intelligence -
Professional Development
Training Seminar With Jen Shirkani2017
Skills
- Team Management
- Operational Efficiency
- Escalation Handling
- Technical knowledge
- Stakeholder Management
- Positive Attitude
- Teamwork and Collaboration
- Microsoft Suite
- Google Suite
- Atlassian Suite
- Slack& teams
- Salesforce, Hubspot, and ZenDesk
Timeline
Customer Support and Warranty Manager
Lock N Charge Technologies LLC
08.2015 - Current
Customer Service Department Head
VanBrocklin Electric
12.2011 - 08.2015
Journeyman Electrician
Specialized Electric, Skilled Trades Services
04.2011 - 12.2011
Electrical “Working” Forman
McGrath Electric Inc
05.2006 - 02.2011
ABC Electrical Apprentice
McGrath Electric Inc
09.2002 - 05.2007
Journeyman Electrician - Electrical Equipment Installation And Repair
Blackhawk Technical College
CEU Courses
Leader As A Coach -
Professional Development
Individual Coaching Sessions -
Professional Development
Coaching And Motivating in The Workplace -
Professional Development
EGO Vs EQ-Emotional Intelligence -
Professional Development
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