Robert E. Pritchard
Phoenix,AZ
Summary
Conscientious and service-oriented, with experience solving technical problems creatively and efficiently. I have a passion for technology and troubleshooting, and am highly effective in handling direct customer inquiries, providing excellent customer service and resolving complex problems.
Overview
28
28
years of professional experience
Work History
General Manager
KevinsOffroad.com, LLC
01.2011 - Current
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Responded to telephone, chat, email, and social media requests for information and support.
- Maximized customer retention by resolving issues quickly.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Assessed manufacturing processes and recommended improvements to increase productivity.
- Collaborated with Owner to improve customer service processes and support structures company-wide.
- Resolved concerns with products or services to help with retention and drive sales.
Desktop Support Specialist
Safeway, Inc
05.2010 - 08.2011
- Provide troubleshooting and helpdesk assistance via phone and email for grocery store and backstage corporate employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions, and walked coworkers through remote break-fix solutions.
- Scheduled field services technicians for on-site hardware repairs and service.
- Conducted new-hire training for incoming support specialists.
Technical Support Agent II
Apple, Inc
11.2008 - 05.2010
- Provide technical support via telephone for Apple Computer customers.
- Participated in pilot program for home based agents, which has subsequently rolled out nationally.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers quickly and accurately.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Field Service Technician
Cox Communications, Inc
01.2007 - 05.2008
- Graduate of Aspiring Leaders Course.
- Perform In-Home Installation and Troubleshooting of Cable Television, Digital Telephone, and High Speed Internet Products.
- Provided Support for Customer Computer issues including Macs and PC's.
- Perform Installation and Customer Education of Wired and Wireless Home Networks.
- Performed job duties independently of central office conducted almost exclusively via remote communication with office.
- Two-time recipient of Customer Service Excellence Award given to one technician monthly based on unsolicited customer response.
- Managed on-site and off-site installation, repair, maintenance and test tasks.
- Operated hand tools and power equipment according to company safety procedures.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
Project Manager
Home Depot At-Home Services, Home Depot
09.2005 - 11.2006
- Managed projects from procurement to commission.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Provided management for internal personnel, contractors and vendors.
- Maintained open communication by presenting regular updates on project status to customers.
- Schedule and supervise residential roofing installations
- Recruited and hired contractors to maintain crew capacity
- Purchased materials and contractor services to ensure timely and profitable job completion
Department Supervisor
The Home Depot
01.2004 - 07.2005
- Motivate Associates to maximize sales and customer experience.
- Facilitate training of new and existing Associates.
- Conduct Associate Performance Reviews and Coaching Sessions.
- Research and maintain Department Shrink Plan
- Supervise overnight freight operations.
- Verify Cash Vault.
- Key-carrying Supervisor.
Project Manager
The Home Depot At-Home Services
10.2002 - 01.2004
- Managed projects from procurement to commission.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Provided management for internal personnel, contractors and vendors.
- Maintained open communication by presenting regular updates on project status to customers.
- Schedule and supervise residential roofing installations
- Recruited and hired contractors to maintain crew capacity
- Purchased materials and contractor services to ensure timely and profitable job completion
Installation Coordinator/Residential Sales
A-1 All American Roofing Co, West L.A
06.2001 - 06.2002
- Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
- Administered computer network of 20+ workstations.
- Supervised reception staff and yard employees.
- Prepared invoicing, lien waivers, and collections correspondence.
- Filing of California Preliminary Notices, and Mechanic’s Liens.
- Analyzed material, labor, and miscellaneous job costs to evaluate job profitability.
- Outsourced materials, and subcontractors as necessary to fulfill contract requirements.
- Planned recruitment ad campaigns in all major Southern California newspapers.
Residential Roofing Sales Consultant
Home Depot At-Home Services, Los Angeles, Home Depot
08.2000 - 06.2001
- Led Los Angeles Home Depot Installed Services branch in sales within first few months on sales team.
- Visited customer locations to evaluate requirements, demonstrate product offerings and propose strategic solutions for diverse needs.
- Conducted in-home roofing sales presentations with customers
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Followed up with customers during and after completed projects to assess satisfaction and resolve technical or service concerns.
- Coordinated sales and marketing material placement, as well as store associate product training within Home Depot stores.
Department Assistant II, Client Implementation
CCN Managed Care
08.1999 - 08.2000
- Reviewed and revised client contracts as required to meet company standards.
- Composed and maintained document custody tracking database.
- Managed and completed paperwork and overall office administration operations.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments and arranging transportation.
- Prepared Department expense reports.
Store Manager
The Athlete's Foot
09.1996 - 11.1998
- Started as part-time associate, worked as Floor Supervisor, Assistant Manager, and promoted to Manager at 19 years old.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Conducted hiring, training and mentoring of staff members.
Education
No Degree - General Education
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZCertification Courses For A+ And MCSE - Computer Science
Computer Education San Diego
San Diego, CA06.2000
General Education
Grossmont College
El Cajon, CASkills
- Collaborative Team Player
- Customer relationship management
- Relationship building
- Quality management
- Verbal and written communication
- Resolving Problems and Incidents
- Analytical and Methodical
- Operations management
- Effective leader
- Training and development
Timeline
General Manager
KevinsOffroad.com, LLC
01.2011 - Current
Desktop Support Specialist
Safeway, Inc
05.2010 - 08.2011
Technical Support Agent II
Apple, Inc
11.2008 - 05.2010
Field Service Technician
Cox Communications, Inc
01.2007 - 05.2008
Project Manager
Home Depot At-Home Services, Home Depot
09.2005 - 11.2006
Department Supervisor
The Home Depot
01.2004 - 07.2005
Project Manager
The Home Depot At-Home Services
10.2002 - 01.2004
Installation Coordinator/Residential Sales
A-1 All American Roofing Co, West L.A
06.2001 - 06.2002
Residential Roofing Sales Consultant
Home Depot At-Home Services, Los Angeles, Home Depot
08.2000 - 06.2001
Department Assistant II, Client Implementation
CCN Managed Care
08.1999 - 08.2000
Store Manager
The Athlete's Foot
09.1996 - 11.1998
No Degree - General Education
Maricopa Community Colleges - Rio Salado Community College
Certification Courses For A+ And MCSE - Computer Science
Computer Education San Diego
General Education
Grossmont College
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