Donald Caughlin
Nokesville,VA
Summary
Enterprising Branch Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
19
19
years of professional experience
Work History
Branch Manager
Len The Plumber
Alexandria, VA
01.2022 - Current
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
Plumbing Service Manager
Len The Plumber
Alexandria, VA
11.2018 - Current
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Trained [Number] less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Hired and trained new [Type] workers to improve efficiency of department and cultivate productive work atmosphere.
Plumbing Service Manager
My Plumber Heating And Cooling ( My Plumber Plus)
Manassas, VA
02.2010 - 11.2018
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Trained [Number] less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Set and administered department budgets for expenditures, materials and labor.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Managed efficient teams of up to 40 employees.
Plumbing Technician
My Plumber Heating And Cooling
Manassas, VA
05.2003 - 02.2010
- Performed routine maintenance of plumbing systems in residential and commercial buildings.
- Documented cost of plumbing repairs and kept precise records of time and material.
- Established and maintained positive working relationships with supervisors, co-workers and customers.
- Studied building plans and working drawings to determine work aids required and sequence of installations.
- Mastered and adhered to plumbing codes, installation requirements and governmental regulations.
- Worked non-standard and on-call hours and weekends on rotational basis and patiently focused on customer needs.
Education
GED -
Enfield Trade School
Enfield London England09.1983
Skills
- Social Media Platforms
- Interviewing and Hiring
- Market Trend Analysis
- Event Planning
- Client Meetings
- Marketing Strategy Development
- Business Relationship Management
- Dispatch Operations
- Branch Operations Management
Accomplishments
- Increased monthly revenue 5% through implementation of strategic initiatives.
- Improved employee satisfaction and reduced turnover 15%.
- Had recent back to back months of record revenue for the NOVA Branch
- Successfully trained and mentored 4 apprentices in the last calender year and turned them into top revenue producers
- Successfully trained and mentored a service technician to becoming a successful Service Manager
I coach Little league Baseball and I am the league Safety officergue
I have coached Little league Baseball since 2016. I am on the board fo Coles Little league and I am the safety Officer
Timeline
Branch Manager
Len The Plumber
01.2022 - Current
Plumbing Service Manager
Len The Plumber
11.2018 - Current
Plumbing Service Manager
My Plumber Heating And Cooling ( My Plumber Plus)
02.2010 - 11.2018
Plumbing Technician
My Plumber Heating And Cooling
05.2003 - 02.2010
GED -
Enfield Trade School
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