Alan Hodge
Tacoma,WA
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
18
18
years of professional experience
1
1
Certification
Work History
General Manager
Atlas Home Services
05.2023 - Current
- Oversee day-to-day operations of Atlas Home Services
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Develop and implement strategies to achieve company goals and objectives
- Develop and maintain department performance metrics
- Ensure compliance with industry regulations and standards
- Supervising all production operations such as service and install efficiency, plumbing processes, vehicle maintenance and customer satisfaction
- Monitor financial performance and implement cost-saving measures.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Formulated policies and procedures to streamline operations.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Service Manager
Harts Services
03.2022 - 11.2022
- Continue building our growing, dynamic team that provides exceptional service and pays attention to the details our customers have come to expect from us
- Train technicians how to establish customer rapport to sell the right products and services
- Understand sales criteria and holds team accountable for exceeding sales and revenue goals
- Troubleshoot sewer and plumbing issues in the field
- Responsible for department performance; drives improvement and innovation
- Follow up on customer experience
- Provide teams with strong leadership and clear direction
- Motivate and inspire teammates to rally around company objectives
- Cultivate high employee engagement within the department and promote a healthy work environment
- Track and maintain technician time cards on a daily basis
- Engage in technician ride-a-longs to train technicians out in the field
- Hold weekly meeting with entire business unit to train on pertinent topics
- Hold technician 1 on 1s once a week with every technician to support and hold accountable to company standards
- Support dispatchers to make sure technicians are being dispatched to the appropriate calls
- Ensure all Service personnel receive a quarterly performance review in a timely fashion
- Review open service orders and per estimates daily
- Distribute and communicate all service manuals, jurisdiction tip sheets and product bulletins to technicians
- Achieve and exceed budgeted service sales and revenue goals
- Ensure all drivers properly inspect and maintain the vehicles and file reports within Samsara on a daily basis.
Install/Project Manager
Harts Services
05.2020 - 03.2022
- Is the subject-matter expert on Harts Services install processes and expectations, OSHA standards, Washington permit and applicable code guidelines
- Manage install department; plumbing crews, sewer crews, apprentices, and office install coordinators
- Including hiring, training, coaching, development, and terminations
- Drive Apprentice Program to grow quality technicians that are signed off and licensed within set timelines
- Oversee install process from sale to completion, ensuring projects are completed on time and within budget
- Evaluates workloads and personnel schedules to maximize efficiency in achieving profit and customer satisfaction objectives
- Use analytics, business knowledge, industry best practices, and teammate insights to integrate strategies for department that drive profitable results and 5-star customer service
- Provide teams with strong leadership and clear direction
- Motivate and inspire teammates to rally around company objectives
- Cultivate high employee engagement within the department and promote a healthy work environment
- Manages relationships with vendors and permit inspectors
- Performs PO process and job costing
- Manages department's spending and budget
- Handles the departments escalated calls.
Project Manager
Reflection Pools and Spas
11.2018 - 03.2020
- Implement/Update/Supervise the scheduling of construction of in-ground swimming pools and outdoor living structures, from pre-construction through completion
- Communicate with residential Clients
- Manage Multiple residential projects at a time
- Collect draw and completion payments from clients when payments are due
- Responsible for the supervision of all field activities related to the physical construction
- Assured adequate staffing of construction jobs, sufficient supply of materials, and complete information as necessary to complete each phase of the project
- Read and interpret CAD drawings and understand specifications
- Record construction labor and progress reports
- Schedule, coordinate, and complete all required project inspections
- Provide direction to trade persons and sub-contractors by coordinating plans, specifications, and schedules to ensure quality and on-time completion of work.
Store Manager
Lids Sports Group
04.2006 - 10.2018
- Interviewed job candidates and made staffing decisions
- Managed staff of 7 sales associates, 3 team leaders and 2 assistant managers
- Trained and developed new associates on POS system and key sales tactics
- Increased profits through effective sales training and troubleshooting profit loss areas
- Drove store sales to achieve top 5% ranking among 1,200 locations
- Met or Exceeded Company Objectives in all measurable areas of the business
- Provided consistent assessment of each associate's sales performance and work within the store to give feedback on areas of strength and opportunity while keeping in line with Company objectives
- Adhered to current visual guidelines including proper merchandising, signage and store cleanliness
- Ensured that all associates maintain a professional appearance consistent with company dress code policy
- Controlled Expenses
- Protected Company assets within guidelines of LIDS Retail policies
- Prepared store schedules and provide for proper store coverage at all times, within the guidelines for wage control set by the company
- Followed all policies to accurately manage store inventory including receiving, transferring, completing price changes and conducting product counts
- Performed proper documentation and record keeping per LIDS Retail policies, complying with all state and federal laws
- Opened and closed the store as required following the procedures per the Operations P&P Manual
- Managed store associates through thorough use of LIDS Training Programs, goal setting (for sales and tasks), and regular follow up
- Recruited, developed, and trained store personnel to achieve Operations Objectives as well as adhere to Operational policies and guidelines
- Administered the progressive steps of discipline to include verbal and written warnings
- In addition, the Store Manager carries out employment terminations following approval from the District Sales Manager and Human Resources
- Encouraged direct compliance of all store associates established company policies, procedures and guidelines including, but not limited to, safekeeping of company inventory, funds and property.
Corporate Customization Trainer
Lids Sports Group
01.2012 - 07.2013
- Trained and developed 300+ employees on maximizing daily sales to exceed company standard
- Improved organizational efficiency and control costs by educating employees on resource and time management
- Developed and led weekly conference call sessions for Store Managers and Embroidery Specialists across 5 districts in the West region
- Adhered to company policies for traveling, expense reports, and email communication
- Completed repairs and maintenance on over 55 embroidery machines across Southern California and Hawaii
- Implemented new hire orientation program
- Trained all sales and customer service staff through the Embroidery Sales and Training Program
- Ensured each new sales hire has a thorough understanding of the embroidery sales process to effectively carry out his/her responsibilities and achieve sales goals
- Assisted in developing sales training manual and responsible for maintaining current and accurate training materials
- Directed conference trainings, in-field ride a-longs, and monitored training calls while providing coaching feedback
- Conducted ongoing assessments to determine training needs and evaluate trainee's progress
- Generated evaluation reports with the goal of defining the impact of training on key performance indicators.
Education
High school diploma -
Orange High School
Orange, CA07.2001
Skills
- Profit & Loss Management
- Notary Public
- Leadership
- Cost analysis and savings
- Expense Management
- CRM software
- Job Costing
- Customer relationship management
- Conflict management
- Employment & labor law
- Project management
- Staff Training and Development
Certification
Notary Public
References
- Richard Hart, Harts Services, 253-324-5639
- Andrew Anglin, Atlas Home Services, 206-861-5311
- Cameron Bennett, Lids Sports Group, 602-471-6914
Timeline
General Manager
Atlas Home Services
05.2023 - Current
Service Manager
Harts Services
03.2022 - 11.2022
Install/Project Manager
Harts Services
05.2020 - 03.2022
Project Manager
Reflection Pools and Spas
11.2018 - 03.2020
Corporate Customization Trainer
Lids Sports Group
01.2012 - 07.2013
Store Manager
Lids Sports Group
04.2006 - 10.2018
High school diploma -
Orange High School
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