Michael Yelo

Experience

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  H&G Electronics

  Jan 1994 - Jan 2002

  Manager
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  Miele

  Jan 2004 - Jan 2013

  In this position, I supervised and mentored a team of up to 11 Field Service Technicians and Installers covering Northern New Jersey, New York State, and Pennsylvania. I oversaw training of all 3rd-party servicers and set-up of new showrooms and dealer locations in region. I also resolved all customer escalations on service issues. During this time frame with Miele, I advanced from Field Service Trainee to Field Service Representative in < 3 months and earned a promotion to Senior Field Service Representative 6 months later. I was assigned to high profile clients and special projects by Engineering Department and Supervisors. I performed service calls on all residential products with high first-time completion rates. In this position, I traveled across the US to install displays and appliances for trade shows, dealerships, and company galleries.

  • Field Service Supervisor

    Jan 2008 - Jan 2013

  • Senior Field Service Representative / Field Service Representative / Field Service Trainee

    Jan 2006 - Jan 2008

  • Display Installer

    Jan 2004 - Jan 2006
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  Samsung Electronics

  Jan 2013 - Jan 2017

  Training Lead / Senior Trainer / CE Trainer / Installation Trainer • 2013-2017

  During this time frame, I advanced rapidly up through ranks. I managed a 6-member training team. I developed training content and plans, and led efforts to continually improve training program effectiveness.I also drove new product introductions and improved amount of repairs technicians made on first visits. I trained national dealer accounts on home appliances and TVS. I scheduled installations and deliveries, and reduced delivery damages and returns. Key Contributions:• Streamlined training content to reduce class time, save on expenses, and enable additional classes during same time frames.• Introduced new onboarding and training process for new-hire trainers, which greatly improved their initial competency and confidence in working independently. Show less

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  Samsung Electronics

  Mar 2017 - Nov 2019

  Training Manager Home Appliance and TV

  In my current role, I oversee training of Samsung authorized servicers in appliance and TV repair, delivery and installations, and new technologies used for appliance repair. I also hire, mentor, supervise, and evaluate a team of 13 Technical Trainers, 3 Content Developers, and 1 Senior Manager of Learning & Development. I develop curriculum for training classes, review trainings developed by content team, and assist trainers in modifying online content for use in live classes. I report to the SVP of Samsung Care Division. Key Contributions:• Played vital role in developing Dish Network into major appliance and TV service provider; helped develop training plan used to train Dish Network trainers and technicians. • Assisted in selecting sites for newly proposed Samsung Training Centers; participated in research on feasibility of building of regional Samsung training centers that will save on trainer travel expenses and reduce sample shipping expenses. • Hired new staff and expanded internal training team from 4 to 13 to accommodate company growth and proposed new regional training centers.• Served as Volunteer Technical community representative for Samsung with Skills USA MART program, and assisted in judging national competition. Show less

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  Fisher & Paykel Appliances

  Nov 2019 - now

  • Field Service Support Manager

    Jul 2023 - now

  • Operations Manager Factory Service

    Nov 2019 - Jul 2023