CHRISTOPHER PEAVY
Charlotte,NC
Summary
Highly accomplished Operations Manager with a wealth of experience in successfully leading cross functional teams, optimizing processes, and introducing innovative solutions to drive operational excellence. Proficient in effectively managing P&L, crafting and executing strategic initiatives, and elevating the overall customer experience. Versatile, with a proven ability to streamline operations to align with and exceed company objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
CORE Six Sigma Black Belt – Process Improvement
Cintas
12.2022 - Current
- Conducted in-depth revenue trend analysis for the Mid-South region, identifying opportunities that contributed an additional $65,000 in weekly recurring revenue
- Played a key role in overseeing company-wide initiatives and streamlining processes
- Designed an application featuring automation and predictive analytics, resulting in a remarkable 1500% increase in field activity across the company.
- Managed development and implementation of lean and continuous improvement manufacturing initiatives across production environment.
- Mentored and coached Six Sigma Green Belts in lean manufacturing and continuous improvement processes.
- Led efforts in analysis and design of more cost-effective processing technology to improve current [Type] manufacturing systems.
- Evaluated current processes to develop improvement plans.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
Service Director
Cintas
08.2018 - 11.2022
- Oversaw the training and development of the Mid South Service Department, consisting of 100+ Service Managers and Supervisors across 21 operations in North Carolina, South Carolina, and Virginia
- Provided ongoing support to challenging locations, addressing operational objectives such as staffing, retention, and growth
- Developed, implemented, and communicated strategic processes aimed at enhancing metric performance and boosting bottom-line revenue
- Led growth initiatives at the group level, achieving consecutive #1 rankings in ASH in FY19 and FY20, and securing the top spot in Growth in FY21
- Elevated the Group's Net Promoter Scores (NPS) from 37 in FY19 to an impressive 61 in FY22 by focusing on enhancing the customer experience and providing targeted training to underperforming locations
- Finished FY21 as the top Service Director in the Division and 3rd in FY22.
Service Manager
Cintas
07.2014 - 08.2018
- Managed day-to-day operations in the Service Department in Charlotte, NC, overseeing a team of 20 partners
- Managed over 700 existing customer accounts in the Charlotte area, generating $5 million in annual revenue
- Achieved 8th place in the FY17 Regional Peak Performance ranking out of 43 Service Managers
- Implemented route optimization strategies, resulting in a 32% reduction in overtime spend
- Attained impressive organic growth of 7% in FY16 and 16% growth in FY17
- Focused on hiring and developing Route Service Sales Representatives and implementing strategic sales techniques
- Conducted customer visits to ensure high levels of satisfaction, effectively growing business and product line penetration
- Developed, implemented, and communicated strategic processes aimed at increasing metric performance and bottom-line revenue
- Earned recognition as a Mid-South Peak Award Winner for FY18, acknowledging the top 15% in North and South Carolina.
General Manager
Mastec Advanced Technologies
12.2011 - 07.2014
- Oversaw DirecTV operations in Charlotte, NC, managing a team of 90 employees and 6 direct reports
- Managed a $21 million annual budget and increased net revenue by 6% through cost-effective operational management and cost-saving initiatives
- Improved overall customer satisfaction and Net Promoter Score through coaching and employee development
- Developed and communicated a strategic vision, consistently executing supporting tactics to optimize resource utilization and reduce expenses
- Played a pivotal role in beta testing several key products before their national launch, providing crucial feedback to the DirecTV Engineering group.
Service Supervisor
Mastec Advanced Technologies
01.2009 - 12.2011
- Monitor and manage Technician Productivity within the assigned market to ensure compliance with MasTec and DirecTV policies and procedures
- Developed and implement corrective processes to improve the overall efficiency of the market; which resulted in increasing bonus revenue by 35%
- Selected to travel to challenged markets to train supervisory staff and implement processes to ensure success
- Reduced repeat service calls by 55% by focusing on quality and adding personal accountability
- Incorporates principles of teamwork with all organizational levels in the resolution, completion and follow-up of various responsibilities, coach and mentor team members of varying levels of experience
- Responsible for supervisory functions on all shifts; manage the counseling process by monitoring employee productivity, and other performance markers
- Ensure that employees are receiving the appropriate training required to be successful in their roles
- Perform Quality Inspections on a consistent basis and within the guidelines as directed by Service Line Management
- Train, and/or up train employees on the standards of installation and service.
Satellite Technician
Mastec Advanced Technologies
08.2008 - 01.2009
- Monitor and manage Technician Productivity within the assigned market to ensure compliance with MasTec and DirecTV policies and procedures
- Prepared and installed satellite dish system installations by reviewing installation orders; gathering equipment, supplies, and tools
- Coordinated daily schedules with customers
- Established cable satellite dish system by installing equipment; running and pulling TV cable; programming and calibrating equipment; adhering to codes, regulations, and standards
- Verified system functioning by testing equipment and connections, identifying and correcting problems
- Maintained and improved service by listening to customer's description of problems; diagnosing, troubleshooting, and repairing problems; replacing and upgrading components; referring to schematics, manuals, and manufacturers' instructions.
Education
Shaw University
Raleigh, NC05.2005
Skills
- SAP BobJ Reporting
- Mastery of Microsoft Office (Word, Excel, PowerPoint, PowerApps, Power Automate and Power Query)
- Six Sigma Lean Black Belt Certified
- Analytics
- Operations Management
- Agile
- Process Improvement
- Predictive Analytics
- Business Management Acumen
- Public Speaking Confidence
- Ethical Decision Making
- Process Optimization
- Team Collaboration
- Workflow Improvements
- Workflow Optimization
- Leadership Training
- Strategic Planning and Execution
- Contract Negotiations
Certification
Six Sigma Black Belt
Timeline
CORE Six Sigma Black Belt – Process Improvement
Cintas
12.2022 - Current
Service Director
Cintas
08.2018 - 11.2022
Service Manager
Cintas
07.2014 - 08.2018
General Manager
Mastec Advanced Technologies
12.2011 - 07.2014
Service Supervisor
Mastec Advanced Technologies
01.2009 - 12.2011
Satellite Technician
Mastec Advanced Technologies
08.2008 - 01.2009
Shaw University
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