Goal-oriented manager with distinguished experience in the plumbing and HVAC industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Effectively manages P&L on multimillion-dollar, multi-product lines of business. Trained in Nexstar, Service titan and Color code
Overview
20
20
years of professional experience
Work History
Operations Manager/Sales Manager
Wolcott Home Services
01.2021 - Current
Managed team of 18 plumbers and 8 HVAC technicians and ensured that all projects were completed on time, within budget and to highest quality standards
Oversaw daily operations including scheduling, job costing, project management and safety procedures
Developed relationships with clients in order to develop repeat business through effective marketing strategies
Ensured compliance with company policies and procedures as well as local regulations regarding health & safety practices at all times
Assisted in training new employees by providing instruction on various aspects of plumbing trade such as technical skills, tools & equipment knowledge etc.
Developed Commissions payroll and incentive programs and implemented company wide switching from hourly
Direct sales and job walks with customers
Plan reading for bigger TI jobs and drafting proposals
Bid writing for bigger HVAC projects with plan reading and Engineering
Responsible for maintaining knowledge of plumbing and HVAC codes to ensure passing of inspections for company
Training new technicians on Nexstar protocols and how to run service calls to maximize opportunity
Trained new technicians on Service titan and how to use features
Implemented priority dispatching to maximize call opportunity it's with dispatch team.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Implemented systems and procedures to increase sales.
Managed revenue models, process flows, operations support and customer engagement strategies.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
Standardized and reduced email communications between employees by formulating and implementing field communication processes
Field Manager
Ready Rooter And Chapman Plumbing
01.2013 - 12.2020
Actively pursued and qualified valued business opportunities
Coordinated and scheduled field personnel to cover operations throughout assigned regional area.
Defined clear targets and objectives and communicated to other team members.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Demonstrated understanding of prospects' perspective and frame of reference and documented their needs and requirements
Managed new and established account development for revenue and pro t growth
Defined and proposed specific approaches to meet and exceed consumer needs
Proven effective prospecting, presentation and closing skills
Strong territory planning and account management skills
Grew commerical accounts by 90% year one
In the field training of new technicians on diagnosing plumbing issues as well as presenting options to customer and closing the sale of larger plumbing projects
Responsible for hiring of new employees to meet companies growing needs
Field Supervisor
ARS Rescue Rooter
01.2008 - 01.2013
Responsible for transition and maximizing of service calls
Lead meetings on training for maximizing opportunity of service calls
Diagnosing of plumbing issues and presenting multiple solutions to customer
On site estimation of plumbing projects with customers
Building of proposals and signed contracts for work to be performed
Consistently highest job closure rating for multi million dollar plumbing company
Formulated training procedures and trained other technicians
Individual Sales targets of 300k-400k per month consistently met.
Investigated issues and developed effective solutions.
Met with customers to resolve issues and build productive relationships.
Kept teams on task to complete milestones on time.
Presented weekly and monthly performance reports to demonstrate team progress.
Built and nurtured relationships with customers and vendors to maximize profit potential.
Resolved customer complaints to maintain satisfaction and loyalty.
Mentored team members in best practices to increase sales performance.
Trained workers in proper methods, equipment operation and safety procedures.
Directed projects according to schedule and quality demands.
Service Technician
Mr. Rooter
01.2006 - 01.2008
Running service calls
Diagnosing problems with home and presenting multiple solutions to customers
Cabling drain lines
Installation of water heaters
Replacement of exterior sanitary waste systems such as sewer lines and discharge pumps
Familiarize with city codes and state regulations for new installs
Print reading
Installed new equipment and explained operation and routine maintenance protocols to customers.
Inspected equipment to diagnose operational issues.
Maintained accurate records of service calls and customer interactions for training and accountability purposes.
Repaired plumbing systems, components, and equipment.
Complied with state plumbing codes throughout duration of each project.
Read blueprints to determine appropriate materials and procedures for each project.
Plumbing Apprentice
Mr. Rooter
01.2004 - 01.2005
Learning of basic skills of th plumbing industry
Performed basic and semi-skilled work under supervision and instruction from lead plumber.
Organized and moved materials from truck to job site to support project requirements.
Unclogged sinks and toilets for customers using tools and drain cleaners.
Cut and drilled holes in walls to permit passage of pipes.
Measured, threaded, and cut materials to correct angles.
Set up appliances like water heaters, filters, and dishwashers with correct settings to maximize performance.
Assisted with repairs to steam, drainage, and sewer lines.
Education
High School Diploma -
Crook County High School
Prineville, OR
06.2003
Skills
Team Recruiting and Onboarding
Sales Leadership
Customer Order Management
Profitability Assessments
Client Base Retention
Advertising Campaigns
Employee Performance Evaluations
Sales Program Coordination
Networking Events
Staff Meetings
Solving Customer Concerns
Staff Training
Timeline
Operations Manager/Sales Manager
Wolcott Home Services
01.2021 - Current
Field Manager
Ready Rooter And Chapman Plumbing
01.2013 - 12.2020
Field Supervisor
ARS Rescue Rooter
01.2008 - 01.2013
Service Technician
Mr. Rooter
01.2006 - 01.2008
Plumbing Apprentice
Mr. Rooter
01.2004 - 01.2005
High School Diploma -
Crook County High School
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