Jeff Gernbacher

About Jeff Gernbacher

My professional focus is to develop, support, and enrich the lives of those around me…

Experience

1. Strategic Operations, U s Ce Field Services

   Best Buy

   Jul 2018 — Present

   Accomplishments: Increased national service fulfillment workforce utilization by 10% by creating and using a new time standard analysis methodology based on technician data replacing legacy models. This was then adopted and utilized throughout the enterprise. Continuous improvement of onsite services supporting day-to-day operations, short-term and long term-strategy, root cause remediation, continuous improvement, operational logistics and enabling cross-functional partnerships. Resulting in the enablement of $4.2B in enterprise revenue and over 9 million appointments in 2021. Created a network of 120 service employees and leaders throughout the nation to serve as a microcosm of all fulfillment employees gaining insights and feedback to improve operational plans, increase speed to execution, remove non-productive tasks, and to create SOP and guidelines throughout the enterprise. Resolved payment collection, systemic issues, workforce inefficiencies, customer pain points, and employee and customer safety through the creation of focus groups connecting the appropriate SMEs with business partners. Consolidated and redesigned service offerings from 900+ to less than 350 simplifying it for all enterprise sales channels to match customer needs resulting in a 64% YoY unit growth. Created and deployed new business service fulfillment offerings, enabling $350MM in new product and service sales. Developed and deployed KM content strategy design, organization, and curation resulting in over 3 million views; reducing wasted labor and capacity, increasing technical knowledge, and providing a superior customer experience. Built enterprise-wide cross functional relationships, influencing upstream lines of business, that resulted in solving root causes of significant issues downstream with customers and service fulfillment technicians.

Skills

• Computer Hardware
• Troubleshooting
• Microsoft Office
• Printers
• Virus Removal
• Computer Repair
• Remote Desktop
• Xp
• Windows 7
• Os X