P. L. Smith
Director of Service Support @GE Appliances, a Haier company
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WORK HISTORY
Director of Service Support @GE Appliances, a Haier company
Developed and implemented national technical training strategy for over technicians in appliance service national network.• Implemented apprentice training program which onboarded and developed 70 new technicians per year. • Maintained service documentation and technical knowledge website.• Led a subscription-based technical support call center generating revenue from 3rd party servicers, improving service levels by 12% and handle time by 8% with a 94% customer satisfaction.• Collaborated cross-functionally with engineering and manufacturing on exchange/repair data, consumer policy and product serviceability.
EDUCATION
Indiana Wesleyan University
Masters, Business Administration
The University of Alabama
Bachelors, Electrical Engineering
Indiana Wesleyan University
Master of Business Administration - MBA, Business Administration and Management, General
ABOUT P. L. SMITH
Dynamic and results-driven professional with extensive experience in operational leadership, product quality, project management and cost control. A uniquely inclusive leader that fosters a collaborative environment, empowering diverse teams to excel and deliver exceptional customer service. A proven change agent who can identify growth opportunities and implement strategic initiatives that enhance performance and profitability.
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