Professional Documents
Culture Documents
Modesto, CA 95355
(315) 534-3407 weberjj4@gmail.com
EXECUTIVE SUMMARY
Customer Service Leader with extensive experience managing and directing highly profitable, worldwide
multi-million dollar high-tech service organizations. Influential in affecting the bottom-line through
innovative programs, outstanding customer service, and effective employee leadership. Quality conscious,
consistently meets deadlines while exceeding performance standards and customer expectations.
Extensive US and international travel with knowledge in foreign business operations, cultures and logistics.
Achieved an immediate, seamless transition at over 2,000 restaurants nationwide on the same
day for a $15 million, three-year on-site, service contract.
Continuously exceeded SLA and Satisfaction contractual requirements.
· Reduced average help desk call resolution time 10% by implementing Knowledge Base.
· Attained >95% first time fix on all field calls for eight consecutive years.
· Successfully negotiated numerous multi-year multi-million dollar service contracts.
Realized consistent annual revenue growth of 10% and minimum employee turnover.
Initiated an innovative third-party outsourcing program reducing field expenses $2+ million.
· Reduced annual inventory write-offs from over $1.8 million to less than $100,000 (<1%).
· Designed and implemented Advance Exchange program including Reverse Logistics process that
recovered over 99% of products to be returned.
· Enhanced field engineer productivity with the implementation of WAP phone technology.
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Continued to exceed aggressive service goals following the consolidation of European service
centers from seven to two.
· Dramatically increased customer satisfaction levels and overall logistics by opening a global
spare parts facility that supported worldwide Field Operations, Dealers, and Distributors.
· Designed and constructed a world class service repair facility in Boca Raton, Florida.
· Reduced expenses by over $2 million per year.
· Shortened repair turnaround time from over 4 weeks to less than 4 days.
· Implemented “pick and ship” order process for spare part orders.
· Reduced “out-of box” failure rate from 20% to less than 1% within one year.