Kat Reeve MBA, CEO/CFO, MBTV Repair Owner
Lexington,SC
Summary
Prior Asurion Warranty Service Provider (3 year history) as Certified Engineer Field Service Repair Tech - offering my Field Tech solutions.
- Customer-focused Service Provider 37+ years of Consumer Electronics Engineering experience. Successful at providing individualized care to diverse clients. Committed to addressing individual needs, ensuring satisfaction, retention and referrals.
- Experienced Service Provider with exceptional understanding of Consumer Warranty operations, providing comprehensive client care within high-pressure environments. Dedicated to identifying and targeting the needs of each client. Talented at forging and cultivating productive relationships to facilitate requirements gathering.
- Owner/CEO offering progressive experience in operations leadership. Skilled at identifying and implementing process improvements to drive efficiency and productivity. Motivating leader with proven success managing cross-functional teams.
- Hardworking Electronics Warranty Technical Engineer skilled at client communications, scheduling, inventory, business ops, diagnostics and repairs.
- Proactive and communicative with strong background in cultivating client satisfaction and loyalty. Well-versed in composing service reports to detail completed work.
Overview
35
35
years of professional experience
Work History
Asurion Consumer Electronics Service Provider Tech
Asurion Llc, N.E.W., ServiceBench
Lexington, SC
04.2020 - Current
- Completed documentation promptly, enabling service requests to be properly recorded and tracked.
- Tracked inventory used and notified supervisor about re-ordering needs.
- Prepared job assignment reports and forms for accountability and traceability.
- Installed new components or replaced defective parts to restore functionality.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Completed scheduled appointments on time to drive quality service.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
- Kept records of parts and equipment used in projects to update inventory.
- Coordinated repair and maintenance plans with co-workers and supervisors ahead of scheduled projects.
- Estimated cost of labor and materials for projects and communicated value to clients.
- Followed safety guidelines and wore protective gear when using power drills, circular saws and other power tools.
- Relayed important safety guidelines to clients to achieve thorough understanding of new equipment.
- Installed new appliances, wiring and machinery in homes with defective equipment.
- Used MS Office Suite to keep detailed record of activities.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Determined consumer needs to provide products and services appealing to larger market.
Executive Engineer, Analyst, Internet Security IT, Project Manager
Dell, Inc
Round Rock, TX
12.2007 - 07.2009
- Provided support for comprehensive project documentation updates on procedures, presentation guides, training materials and user communications.
- Performed functional allocations to identify required tasks and systemic interrelationships.
- Analyzed user needs to determine functional requirements and drive innovative product development.
- Acted as intermediary between development team, UI designers and user community to refine user stories and represent customer voice to scrum teams.
- Conducted business case development, gap analysis and technology business management for scrum teams as needed throughout product development lifecycle.
- Trained staff and users to work with computer systems and programs.
- Troubleshot program and system malfunctions to restore normal functioning.
- Developed and managed project plans while providing status updates to management.
- Explored new technologies and tools for productivity, security and quality assurance purposes.
- Prepared and presented technical proposals for clients.
Razorfish/Lead Business Analyst Consultant
Dell Computers, Inc, I Aquent
Round Rock, TX
11.2006 - 02.2007
- Introduced website Automated functional & regression testing to Board and Michael Dell himself! for his Dell.com website
- Created, Proposed, Implemented Worldwide Global portal website implementation Automated Functional Analysis
- Requirements analysis & project management processes
- responsible for overall delivery of QA; Gap Analysis, documentation of functional and system requirements through Use Cases and Supplemental Requirements methodologies with clear documentation of requirements, functional and system requirements
- Lead of Automation team nationwide
- managed vendor input methodologies with clear documentation of requirements, functional and system requirements
- Led meetings with internal team members, consultants and contractors.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Drove continuous improvement of project delivery process by providing strong leadership.
Communications Business/ Requirements Analyst Senior
Sprint Corporate, Sprint Inc
San Diego, CA
01.2006 - 11.2006
- Lead for Automation team nationwide
- Management of highest level Sprint, Lucent, Nortel, Motorola, Samsung with Matrix technologies, as well as all vendor activities and support; Managed EVDO, CDMA 2000, Wimax, Interlink Solution
- Target State Architecture, Interfaces & Algorithms, Data Processing, Update Mechanisms, PCMD, creation/formation of neighbor lists, Xl, Prototypes, New & Update Techniques
- Worked with clients and other projects and executives to communicate the necessary understanding & client needs with services that met client needs, while enhancing client satisfaction
- Facilitated & secured sign-off for key deliverables
- Directed the client and test team processing in coordinating user acceptance testing and sign-off on all implemented scoped requirements
- Provided leadership, organization and support for JAD sessions to elicit requirements.
- Evaluated new processes and solutions, tracked metrics and created trend models.
- Met with and collaborated with clients in discussion sessions to make parties aware of project specifications pertaining to applications, databases and systems.
- Analyzed code and corrected errors to optimize output.
- Managed testing cycles, test plan creation, development of scripts and coordination of user acceptance testing.
Symark IT Security Software Senior Business Analyst
Symark Technologies
04.2004 - 01.2006
- Determined opportunities to improve workflow by adding and modifying processes, revamping use cases for each initiative and creating new components for each functional area.
- Prioritized day-to-day delivery functions to promote sustained growth within digital and mobile technology division.
- Developed understanding of customer workflows to deliver precise recommendations for challenging problems.
- Kept track of simultaneous project milestones using tactical approaches, established practices and strategic plans focused on production, schedule and budget objectives.
- Pinpointed inefficiencies in business processes and recommended improved policies.
- Developed new analytical systems to improve essential business metrics visibility.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
Wireless Senior Requirements Analyst
SkyRiver Broadband
Miramar, San Diego, CA
02.2003 - 04.2004
- Hired and supervised regional sales and field operations team - training & development, new account acquisition, service delivery, Channel Management, CRM implementation
- Area integration into broadband wireless and VOIP
- Worked closely with customers to ensure proper coordination and resolution of all field service installation and delivery issues
- Trained and developed a team focused on exceeding quality, efficient service delivery and customer satisfaction
- Cross functional coordination between engineering, acquisition, construction team to ensure timely service delivery.
- Evaluated new processes and solutions, tracked metrics and created trend models.
- Met with and collaborated with clients in discussion sessions to make parties aware of project specifications pertaining to applications, databases and systems.
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
Senior Project Manager
George S. May Int'l
03.2000 - 02.2003
- Responsible for recommending, implementing and directing CRM & best-in-practice processes; Procurement, reorganization and implementation of new standard procedures, cost savings, revenue enhancement
- Increased and optimized existing team through recruiting and efficient management methods to increase profits and decrease employee expenses
- Identified and implemented quality initiatives that lowered company's marketing budgets by $9.7 million over two years without impacting services
- Provided end-to-end business consulting service including developing system requirements from business stakeholders, planning and managing User Acceptance Testing (UAT)
- Worked closely with diverse disciplines including sales, operations, IT and finance in defining new business or system needs, developing team consensus on best practices, prioritization, decision making and deliverables and mentoring team on execution of project plans.
- Evaluated, determined and delegated tasks to staff based on client needs, capacity planning and project-specific initiatives.
- Implemented change management processes when issues arose to keep project moving forward and adjust to shifted priorities.
- Visited locations to observe operations and determine opportunities to streamline processes and achieve cost reductions.
- Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
Business Consulting Owner
CR Business Efficiencies Consulting Specialists
Malibu, CA
04.1998 - 03.2000
- Created, Owned, Executed and Managed innovative online business consulting services
- Refined and streamlined business strategy, operations, financing, and marketing
- Recruited, trained and managed a team of Engineering professionals to successful end results for client
- Organized and conducted strategy and implementation meetings
- Advised businesses on promotions, marketing, recruiting, human resources and operations
- Acted as a liaison between Sales, Operations, Finance and IT community to facilitate system requirement definition, managing User Acceptance Testing, system impact assessments, gap analysis, business case development for business initiatives.
- Kept records for production, inventory, income and expenses.
- Determined pricing for products or services based on costs and competition.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Conferred with customers to understand needs and finalize purchase orders.
- Supervised company social media and marketing efforts to expand brand awareness and attract new customers.
- Developed business from ground up and prepared records and operations for smooth handover to new owners.
Headquarters Project Manager
Kinko's, Inc
Ventura, CA
01.1997 - 04.1998
- Created and installed worldwide 3 new systems of consistency with user interfaces -Consistent Fax Pricing Policy, POS Point of Sale Customer Print, fax, website use; Standardized vendor relations interactions
- Managed and directed corporate divisions, operations and project teams
- All projects included multi-department communications, research and team consisting of six project managers
- Optimized resource utilization by prioritizing, planning, scheduling, coordinating, monitoring, auditing, and providing technical and administrative Management direction
- Presented and Provided detailed daily, weekly and monthly reports to senior management on project status, problem escalation and resolutions.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Led meetings with internal team members, consultants and contractors.
- Built and established strong partnerships with teams, vendors and contractors.
Financial Services Manager
George S May International Company, Washington Mutual Bank
Park Ridge, Westlake, United States
03.1993 - 01.1997
- Facilitated and managed business development plan based on market and industry research.
- Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures.
- Conducted strengths, weakness, opportunities and threats (SWOT) analyses to develop strategic plans for corporate level and business units.
- Identified key objectives to re-establish long term plans to meet goals.
- Determined business priorities and negotiated cost, quality and service with cross-functional business leaders.
- Joined startup business as consultant in areas of marketing, logistics and training to various behavioral healthcare service providers.
- Consulted with business customers and presented payment card solutions to help businesses streamline expense management and optimize cash flow.
- Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
- Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
- Mitigated risks by leading and auditing international subsidiaries and operational processes.
Financial Manager
Washington Mutual Bank
03.1993 - 01.1997
- Managed individual financial and investment transactions while leading a group of 52 to increase revenue by 42%; Educated and directed sales professionals about effective client management, investing and cross selling; trained on CRM tools and deployment.
Trust Investment Manager
Santa Barbara Bank
05.1992 - 03.1993
- Developed and produced direct marketing campaigns promoting investment products and services; Directed and trained 44 bank employees, trained and tracked goals and objectives; investigated and implemented CRM tools for effective client management.
Money Broker
Smith Barney Investments
02.1989 - 05.1992
- Identified and cultivated prospective clients helping them to determine financial, investment & insurance needs; Managed money lead; options trading; familiar with financial product offerings to suit a variety of objectives and risk levels; Educated and advised clients on investment options and alternatives, as well as protection of assets.
- Followed protocol for intake and accounting of large sums of cash and numerous card transactions.
- Accepted and processed credit and cash payments, making correct change from cash register drawer.
- Established company policies regarding management of daily cash totals and security during busy times.
- Conducted market research to remain up-to-date on laws, regulations and margins.
- Collaborated with engineers and traders to identify and implement new trading strategies and improve current initiatives.
- Supplied knowledgeable, objective equity and fixed income guidance with customized strategies to clients.
- Utilized mean-variance optimization to determine best products to match client investment goals, constraints and risk tolerance.
- Executed equity, option, mutual fund, UIT, fixed income and alternative investment trades.
- Supervised daily asset movement, new account development and trade review.
Senior Project Manager
Symark
Westlake, CA
- Applied technical knowledge and incorporate changes from senior staff to design robust improvements to software.
- Advanced technical features and improved performance of network hardware.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Chief investment officer
Mutual
- Bank Financial Services Asset Management Group
- Responsible for the Banks overall investment strategy, portfolio and risk management, investment solutions and the development and execution of investment policies for subsidiaries
- Chairman of the Washington Mutual Bank investment Policy Committee and a voting member of the Portfolio Construction Committee
- Also a member of the Investment Committee for WM's pension fund and investment portfolios
- My career began with investment banking, advisory, and equity research positions with Smith Barney and then with WM
- During my Asset Portfolio Manager tenure at Smith Barney Investments, I actively participated on the firm’s SRI group, focusing on environment, social, and governance issues and the use of fossil-free strategies in portfolios
- I joined as an Institutional Investment Strategist with my Chartered Financial Analyst (CFA) designation
- I was also a member of the CFA Institute and CFA Society of CA, and served on the boards of several local nonprofit organizations
Education
Finance
Pepperdine University
Malibu01.1994
BS - Electronic Engineering
UCSB University of CA
01.1993
Business - Administration
Santa Barbara City College
01.1991
Skills
- Project Management
- Operations Management
- Operations Analysis
- Business Process Improvement
- Product Management
- Business Recovery and Sustainability
- Customer Targeting
- Search Engine Optimization
- Microsoft Office Suite
- CRM Systems
- Staff Management
- Staff Training and Development
- Customer Service
- Professional Networking
- Business Development
- Work Planning and Prioritization
- Team Collaboration and Leadership
- Vendor Relationship Management
Accomplishments
Other than the above Passions I have for my TV Business; I also had a stellar Corporate Executive Career. My best Career Accomplishments include -
- Dell, Inc: Global Dell.com Main Public website production Through Requirements analysis, recommended, trained & implemented Automated functional & regression global Website portal testing directing requirements.
- Sprint, Inc: Project Management Vendor solutions managed Motorola, Lucent, Nortel, Samsung: Matrix technologie
- (FEDEX) Kinko's Corporate: Solutioning Worldwide Consistent Fax Pricing Policy; Created/Implemented Point of Sale Self-Service Copy and Print; my standardized Pricing Solutions are still FEDEX's Policy today30+yrs Executive Engineer FIELD SERVICES Consumer Electronic Repair Experience
• 30+ years Experience as Electronics Engineer
Professional In-Home Client Services Manufacturer 1-2yr Base Warranty Repairs Directly partnering with HP, Samsung, LG, Sony, Funai & Mitsubishi.
• Proven Experience In-Home Direct contact Extended warranty electronic product repairs partnering with Warranty Company Providers for Costco, Best Buy, Kohls, Home Depot through Extended Warranty Providers Allstate, Asurion, E*trade, Verizon, DirectTV, N.E.W., Amazon, Select Home Warranty AsurionHome+, DirectTV, Allstate Home Services, TV & Home Theater Repair Solutions with Asurion LLC (ServiceBench), Allstate (ServicePower), Amazon.com, ETrade, DirectTV, Verizon, FirstHome, ,HomeShield
• MBTV Director of all Warranty Dispatch Claims Division for In-Home Consumer Electronics Individual Claims User Processing Platforms ServiceBench & ServicePower.
• Installation Systems for SAMSUNG SMART.HOMES Ai-Technology Auto-Controlled Devices Digital Entertainment Multi-media Centers
• Home Entertainment Multi-Media Systems Service, Repair * Install * Repair * Set Ups Auto-Programming * Create * Configure * Consumer Home Multi-Media Entertainment Systems
Additional Information
- Asurion Service Technician Process of Individually Contacting each Client, Explaining Warranty processes, Approving & Accepting claims, Obtaining Prior Cost Approvals with Tech team at corporate, Tracking and Managing ALL Client Communications, Scheduling, Distributing and Directing to team, face to face intimate client interactions at their castles, while Diagnosing, Processing, Dispatching, Ordering/Completing repairs/Returning CORE PARTS Processing, Specific Accurate Parts Ordering, Inventory and Core-Credit Tracking Parts
Timeline
Asurion Consumer Electronics Service Provider Tech
Asurion Llc, N.E.W., ServiceBench
04.2020 - Current
Executive Engineer, Analyst, Internet Security IT, Project Manager
Dell, Inc
12.2007 - 07.2009
Razorfish/Lead Business Analyst Consultant
Dell Computers, Inc, I Aquent
11.2006 - 02.2007
Communications Business/ Requirements Analyst Senior
Sprint Corporate, Sprint Inc
01.2006 - 11.2006
Symark IT Security Software Senior Business Analyst
Symark Technologies
04.2004 - 01.2006
Wireless Senior Requirements Analyst
SkyRiver Broadband
02.2003 - 04.2004
Senior Project Manager
George S. May Int'l
03.2000 - 02.2003
Business Consulting Owner
CR Business Efficiencies Consulting Specialists
04.1998 - 03.2000
Headquarters Project Manager
Kinko's, Inc
01.1997 - 04.1998
Financial Services Manager
George S May International Company, Washington Mutual Bank
03.1993 - 01.1997
Financial Manager
Washington Mutual Bank
03.1993 - 01.1997
Trust Investment Manager
Santa Barbara Bank
05.1992 - 03.1993
Money Broker
Smith Barney Investments
02.1989 - 05.1992
Senior Project Manager
Symark
Chief investment officer
Mutual
Finance
Pepperdine University
BS - Electronic Engineering
UCSB University of CA
Business - Administration
Santa Barbara City College
Similar Profiles
MengJung LinMengJung Lin
Business operations manager at ASURION, LLCBusiness operations manager at ASURION, LLC
Michael DaileyMichael Dailey
Lead Machine Operator at N.E.W PlasticsLead Machine Operator at N.E.W Plastics
Melenaite CarterMelenaite Carter
Resolution Team Lead (Work From Home) at Asurion Insurance LLCResolution Team Lead (Work From Home) at Asurion Insurance LLC