Jim Love
Eagle Mountain,UT
Summary
Relationship-Driven Leader | Strategic Operations | Client Retention & Growth From Air Force precision to corporate leadership, I’ve built a 25+ year career leading people, improving systems, and driving measurable growth through relationships grounded in trust, integrity, and performance. My leadership philosophy is simple: clear direction, accountability, and respect, because how you make people feel lasts longer than what you say.
Overview
30
30
years of professional experience
Work History
Director of Client Success
QFloors
06.2024 - Current
- Lead and oversee multiple client-facing departments including Support, Training, Technical Services, Implementation, and On-Site Training. Manage team leads and assistant managers, fostering accountability, autonomy, and growth.
- Direct all onboarding and implementation operations. Develop departmental handbooks, technical documentation, and training materials.
- Serve as escalation point for enterprise and elite accounts, ensuring client satisfaction and retention.
- Led client onboarding process, ensuring seamless integration of services and tools.
- Developed and implemented strategies to enhance client satisfaction and retention rates.
- Collaborated with cross-functional teams to optimize workflows and address client needs effectively.
- Conducted regular training sessions, equipping staff with knowledge on best practices for client engagement.
- Developed strong relationships with clients through regular communication and personalized attention, resulting in increased retention rates.
- Resolved escalated customer concerns promptly, taking necessary corrective actions to prevent future occurrences while preserving positive relationships.
- Recognized as a thought leader within the organization due to extensive knowledge of industry trends, challenges faced by clients, and best practices in client success management.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Assistant Director of Support & Implementation
QFloors
10.2016 - 05.2024
- Manage staff members assigned to the Customer Support and New Customer Care Division (OnBoarding/Implementation).
- Responsibilities include hiring, developing, training, managing staff, etc. All while creating, growing, and developing relationships with company accounts, customers, prospective accounts, etc. This is all completed while working closely with CEO and Executive team regarding department policies, development of divisions, several customer-related issues, problem resolution, etc.
- Manage all onsite travel assignments nationwide and Canada. Other assignments include: Ticket Resolution, Refund Request, PTO Request, Department Handbook Creation and Updates, Corporate Handbook and Updates.
- Key contributor creating training programs for staff, improving team performance and knowledge retention.
SVP Executive Recruiter
Frontline Recruit
08.2011 - 10.2016
- Managed recruitment for community banks and lending institutions across the Midwest and Western U.S., handling searches from entry-level to C-suite.
- Generated over $1.5M in annual placement offers.
- Implemented a proprietary candidate tracking system that streamlined operations.
- Led cross-functional teams to implement innovative recruiting strategies, optimizing candidate sourcing processes, by implemented a proprietary candidate tracking system that streamlined operations.
Territory Manager
Midwest Floor Covering, Inc.
03.2006 - 04.2011
- Managed 200+ retail and distributor accounts across Utah, Idaho, and Wyoming, averaging $2.2M+ in annual sales. Trained retail staff on strategic selling and served as point of contact for major projects, including a $500K profit residential contract.
- Managed relationships with key clients, ensuring high levels of customer satisfaction and retention.
Mortgage Consultant
Cornerstone Capital
02.2001 - 12.2005
- Guided borrowers through the mortgage process with transparency and precision, ensuring a smooth and positive experience from application to closing. Secured competitive financing options, and resolved complex issues efficiently.
- Managed end-to-end mortgage application processes, ensuring compliance with regulatory requirements.
- Analyzed client financials to recommend appropriate mortgage products and solutions.
- Developed and maintained strong relationships with clients, lenders, and real estate professionals.
- Enhanced client satisfaction by providing personalized mortgage consultations and addressing their individual needs.
Regional Manager
Nu Skin Enterprises, Inc.
07.1995 - 12.2000
- Managed a portfolio of 400+ executive accounts, strengthening distributor relationships and boosting engagement through targeted training and motivational programs. Spearheaded the launch of multiple new products that expanded market reach, improved profitability, and enhanced overall team performance.
Education
Nuclear Weapons Specialist / Engineer Certificate - Nuclear Weapon Engineering & Physics
United States Air Force
Lowry AFB, Denver, COHigh School Diploma -
Rim of The World High School
Lake Arrowhead, CASkills
- Client Success Leadership
- Relationship Management
- Account Retention
- Team Development
- Cross-Functional & Team Collaboration
- Operations Management
- Training Program Design
- Client Interviews & Onboarding
- Negotiation and Conflict Resolution
- Staff Leadership / Development & Schedule Management
- Performance Evaluation
- Administration and Reporting
Accomplishments
- Supervised team of 20 staff members.
- Collaborated with team of 5 in the development of VIP Premium Implementation.
- Achieved lower call times and decreased appointment requests by effectively training and motivating staff to dig deeper using de-escalation techniques and leveraging experience and training.
- Decreased client onboarding times by organizing documentation requests in a specific order of completion, managing documentation efficiently, and implementing structured methods of operation.
Leadership & Volunteering
- Boy Scouts of America, Scout Committee Chairman, 2011, 2014, Recruited and trained adult leadership, managed unit finances, and oversaw youth engagement and development programs.
- The Church of Jesus Christ of Latter-day Saints, Full-Time Missionary, 1992
Military Service
- United States Air Force – Nuclear Weapons Specialist (A1C) | 1993 – 1994
- Graduated top of class (98%). Operated in high-security, mission-critical environments requiring precision, accountability, and discipline.
Professional Performer United State Air Force
Hobbies and Interests: Reading, participating in, coaching, and viewing all types of sports; family activities; church involvement; yard work; exercise; and weight training.
Timeline
Director of Client Success
QFloors
06.2024 - Current
Assistant Director of Support & Implementation
QFloors
10.2016 - 05.2024
SVP Executive Recruiter
Frontline Recruit
08.2011 - 10.2016
Territory Manager
Midwest Floor Covering, Inc.
03.2006 - 04.2011
Mortgage Consultant
Cornerstone Capital
02.2001 - 12.2005
Regional Manager
Nu Skin Enterprises, Inc.
07.1995 - 12.2000
Nuclear Weapons Specialist / Engineer Certificate - Nuclear Weapon Engineering & Physics
United States Air Force
High School Diploma -
Rim of The World High School