KARLO PEREZ
Petaluma,CA
Summary
Dynamic professional leader with a strong background in customer service management, excelling in team collaboration, conflict resolution, and enhancing customer satisfaction. Demonstrated adaptability to evolving business needs while consistently delivering exceptional results. Highly motivated and dependable, recognized for expertise in process improvement and performance management that drives organizational success. Committed to fostering a positive work environment and empowering teams to achieve their highest potential.
Overview
11
11
years of professional experience
Work History
Regional Service Manager
Viking Range LLC
05.2024 - Current
- Led multi-region service operations, boosting customer satisfaction scores by 20–30% through faster issue resolution and streamlined service delivery.
- Partnered with technical teams to optimize workflows, cutting service turnaround times by 25%+ and improving overall team efficiency.
- Aligned regional service strategies with organizational goals, increasing cross-region consistency and accountability, contributing to a 15% rise in performance KPIs.
- Facilitated team communication and problem-solving meetings, reducing internal bottlenecks and improving response coordination by up to 20%.
- Implemented structured client feedback loops that drove a 15% increase in retention and strengthened long-term customer relationships.
- Designed and delivered technician training programs, elevating team skill proficiency and boosting first-time fix rates by 10–18%.
- Directed regional service teams, resulting in measurable improvements in both operational efficiency and customer satisfaction metrics across all assigned territories.
Technical Service Advisor
Viking Range LCC
05.2023 - 05.2024
- Delivered expert technical support, resolving issues 25–40% faster and contributing to higher customer satisfaction scores.
- Optimized documentation and knowledge resources, improving technician efficiency and reducing response times by 15–20%.
- Analyzed service request patterns and escalated critical data to leadership, supporting faster, more informed operational decisions and reducing recurring issues by up to 18%.
- Coordinated cross-department efforts between customer service, engineering, and field teams, improving workflow alignment and reducing communication gaps by 30%.
- Provided advanced support for installations and troubleshooting, increasing first-time resolution accuracy by 10–15% and strengthening overall customer experience.
- Evaluated client requirements and recommended optimal technical solutions, increasing successful solution adoption rates by 20%+.
Operations Manager
NAVI Inc.
08.2014 - 05.2023
- Led a service team of 12, boosting operational efficiency by 18% and reducing service-related costs by 12% through strategic planning and performance coaching.
- Implemented a regional service network across 5 territories, increasing product support coverage by 22% and raising customer satisfaction scores from 86% to 93%.
- Created 15 training modules, improving technician skill proficiency by 25% and increasing service consistency across the region by 30%.
- Managed an annual budget of $1.2M, maintaining 98% financial accuracy and supporting company-wide fiscal goals through improved expense tracking.
- Streamlined operations across 3 cross-functional teams, reducing workflow bottlenecks and improving turnaround time by 28% through redesigned processes.
- Developed and maintained 20+ standard operating procedures (SOPs), ensuring consistent service delivery and reducing service errors by 17%.
Education
Associate of Business Administration - Management
SRJC
Petaluma, CA05.2018
Humanities -
SRJC
Santa Rosa, CA05.2018
Behavioral And Social Sciences - Social Sciences
SRJC
Santa Rosa05.2018
Skills
- Training
- Leadership
- Problem Solving
- Technical Support
- Customer Service
- Team Management
- Quality Control
- Process Improvement
- Budgeting
- Sales Strategy
- Conflict Resolution
- Vendor Relations
- Safety processes
- Staff training and development
- Operations management
- Scheduling coordination
LANGUAGES
Spanish
English
Timeline
Regional Service Manager
Viking Range LLC
05.2024 - Current
Technical Service Advisor
Viking Range LCC
05.2023 - 05.2024
Operations Manager
NAVI Inc.
08.2014 - 05.2023
Associate of Business Administration - Management
SRJC
Humanities -
SRJC
Behavioral And Social Sciences - Social Sciences
SRJC