Jay Reynolds

Jay is an accomplished service executive with 25 years experience with Samsung Electronics Customer Satisfaction Division. Led many departments during my tenure including; electronics, home appliance and IT product field service; recall/rework; technical support, quality control; major project management (PMO); product returns management; refurbishing center; specialized call center reps; technical support; training; strategic accounts; and warranty claims processing. Managed the critical support relationships with Samsung’s biggest retail customers. Successfully led the largest international service project in Samsung’s history. Specialties: • Lead “Quantum Leap” project during 2010. Largest investment in service in Samsung’s history • Special award directly from CEO for handling largetest national washer and dryer rework complete in time for Black Friday sales Oct 2010 • Designed “war room” for preventative escalation avoidance and process control. Feb 2010. • CEO Award 2009 for creation of real time repair tracking management program • TV service innovation project resulting “Field Engineer Program” utilizing exclusive/dedicate 3rd part techs.