Dan Sotomayor

Experience

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  UBreakiFix

  Oct 2009 - May 2011

  Technician & Manager

  Served as one of the company’s first front-line service providers, responsible for diagnosing, troubleshooting, and repairing customer devices while maintaining superior service quality and ensuring overall customer satisfaction.- Customer Relationship Management – Anticipated customer needs to provide superior customer service by exceeding expectations and ultimately established strong client relationships that generated repeat business- Communication & Conflict Resolution – Regularly explained complex technical issues to clients in an easy-to-understand manner, assisting with identification of device issues and outlining problem resolution plans- Inventory Management – Maintained store inventory levels while safeguarding store stock from theft- Quality Assurance – Reviewed device repairs to ensure strict adherence to quality standards- Store Operations – Fostered a positive store environment by greeting every customer in a friendly manner and maintaining cleanliness and professional appearance of the store at all times Show less

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  UBreakiFix

  Apr 2014 - Apr 2021

  Acquired over 10 years of increasing involvement and leadership experience within uBreakiFix’s operations team, playing a key role in expanding the company’s footprint while maintaining a focused commitment to consistency and quality of service. Integral player of uBreakiFix’s growth planning and development team, helping the company expand from a small business with one location to a global business with over 600 locations both domestically and internationally.- Store Operations & Management – Owned and operated 7 brick-and-mortar store locations across Florida and Wisconsin, responsible for nearly $2M in revenue contribution- Program Development – Expanded uBreakiFix’s core business from only repairing iPhones to servicing Blackberrys, Samsung, HTCs, Motorolas, and more, leading to increased market penetration and developing untapped revenue streams- Site Feasibility & Development – Carefully surveyed potential site locations to identify prime market potential and worked closely with development team to build stores out and ensure solid operational foundation for each site—including recruitment and hiring, inventory procurement, and store launch- Revenue Growth – Increased personal revenue generation 950%+ over 6 years through developing and opening 5 new site locations- Team Leadership – Employed mentoring and achievement-based management style to supervise and train over 150 employees, ultimately leading to several promotions as business owners across the uBreakiFix enterprise- Marketing Strategy – Maximized market reach by promoting services across multiple channels, including social media, e-commerce, and other guerilla marketing opportunities- Financial Reporting & Analytics – Leveraged market research and financial data to accurately inform and communicate KPIs and market trends to key decision-makers Show less Divisional consultant for the Greater Milwaukee area charged with training and leading store management teams and owners on how to successfully run operations and drive sales. Oversaw and monitored regional store operations, sales, and performance through thorough analysis of KPIs and uBreakiFix’s in-house metric system.- Customer Service & Satisfaction – Established and implemented program of guest services that focused on utilizing customer feedback surveys and monitoring sales activities to identify areas of improvement and outline appropriate resolution plans- Compliance & Brand Standards – Coached business and franchise owners on uBreakiFix procedures, processes, and resources to ensure delivery of service was consistent and high-quality across regional stores- Performance Analysis & Maintenance – Drove sales, operational, and customer service metrics by leveraging KPIs and data to motivate store leaders and hold them accountable for the performance and behavior of their respective teams- Cross-Functional Leadership - Organized monthly business reviews and conducted quarterly Partnership & Operational store assessments with business owners to provide updates on overall store performance and outline potential areas of opportunity- Recruitment & Staffing – Employed strict recruiting practices to ensure highest quality of personnel and maintain necessary staffing levels in all stores- Revenue Generation – Achieved over 100% regional revenue growth in first two years through consistent monitoring of market trends and effective management of merchandise, inventory, and operations Show less

  • Business Owner & Operator

    May 2011 - Apr 2021

  • Regional Representative

    Apr 2014 - Apr 2019