Kelli Loftis
Nampa,Idaho
Summary
A proven General Manager with over a decade of Leadership and Management skills in the Home Service Industry. I've worked with Heating, Air, Plumbing and Electrical Divisions and helped them successfully grow their employees, company, brand, customer experience, revenue and profit. I am a successful leader with a proven record working with every level of the business. I've ran or filled in for multiple positions of a company and have an overall great understanding of the Warehouse, Sales, Service, Install, H.R., Accounting, Payroll, Marketing and IT. Adaptive and deadline-oriented consistently executing and completes multiple projects in high-stress environments. I am also a meticulous leader and strategic planner with comprehensive managerial acumen, offering vision, motivational acumen and accountability for the whole organization. I continually promote internal positive customer experiences to promote loyalty which is carried out to to external customers. Orchestrates optimal resource utilization to handle expected operational needs through building standard operating procedures, accountability and repeatable experiences. Bring interpersonal communication strengths to any organization and I am the biggest cheerleader of employees successes.
Overview
31
31
years of professional experience
Work History
General Manager
Idaho Geothermal, Heating And Air
Meridian, ID
05.2022 - Current
- Direct staff members in sales, service, installation, warehouse, fleet, call center, accounting and dispatch.
- Active Marketing Manager for Idaho Geothermal and Idaho Heating and Air
- Monitor staff performance to ensure that monthly revenue and sold-hour goals are met.
- Show employees how their individual contributions matter to the company’s success.
- Communicate clearly, show recognition and build rapport with employees.
- Monitor employee engagement levels and know how to promote a healthy work environment.
- Train and advise staff members on how to win new referrals and gain repeat business.
- Establish customer satisfaction metrics, evaluate performance and coach staff to success.
- Build a plan for escalating customer complaints that results in quick, favorable resolutions.
- Create annual budget, control expenses and meet or exceed plan.
- Ensure sufficient staff levels to meet ongoing customer demand and seasonal spikes.
- Promote enthusiasm and brand loyalty during daily huddles, team meetings and 1:1’s.
- Shape company culture by living the values of the company, specifically ethics and integrity.
Operations Manager
Mainstream Electric, Plumbing, Heating And Air
Spokane Valley, WA
03.2020 - 05.2022
- Responsible for hiring, firing, coaching, developing, training all managers, sales team, service team, installation team, warehouse, fleet, call center & dispatch.
- Ability to create environment where employees provide outstanding customer service with highest level of craftsmanship & learning to take pride in the work they perform
- Set individual, department goals & KPIs for all staff positions with financial responsibilities
- Monitor company performance to ensure daily revenue goals were met, adjusted as needed
- Created a culture of accountability, team work, while recognizing employees for their success, improvements & celebrating their wins
- Worked with Employees on their current, stretch, short term, long term, & career goals
- Strong employee engagement skills promoting healthy work environment
- Trained staff members on how to win new referrals, gain repeat business & create 5-star customer service
- Built a plan for escalating customer complaints that resulted in quick, favorable resolutions creating a win/win/win outcome
- Created annual budget, controlled expenses that exceeded company plan while driving company revenue to 360% of growth in a little over two years
- Created growth staffing plan to ensure customers were taken care & limit employee attrition
- Promoted enthusiasm, company rhythm & brand loyalty during daily huddles, team meetings 1:1’s, State of the Company address
- Conduct weekly Leadership/Operation meetings with key managers to increase productivity levels, adjust budget as needed to hit year end plan by looking at growth in each department
- Formalized a coaching and training platform, annual reviews that were consistent, effective & measurable at all levels of the organization
- Shaped company culture by living out agreed upon values, helping employees understand company vision
- Quick, sound decision-making abilities
- Good presentation & public speaking skills conveying confident & decisive messages
General Manager
Perfect Plumbing, Heating And Air
Garden City, ID
01.2013 - 02.2020
- Direct staff members in sales, service, installation, warehouse, fleet, call center, dispatch, marketing and H.R.
- Set individual goals and KPIs for all staff positions with financial responsibilities
- Monitor staff performance to ensure that daily revenue and sold-hour goals are met
- Show employees how their individual contributions matter to the company’s success, coach and develop skill sets needed
- Communicate clearly, show recognition and build rapport with employees
- Monitor employee engagement levels and promote a healthy work environment
- Train and advise staff members on how to win new referrals and gain repeat business
- Monitor customer satisfaction and customer experience establishing metrics, minimum standards, evaluate performance and coach staff to success
- Resolution of customer complaints that result in quick, favorable resolutions
- Create annual budget, control expenses and meet or exceed plan
- Ensure sufficient staff levels to meet ongoing customer demand and seasonal spikes
- Promote enthusiasm and brand loyalty during daily huddles, team meetings and 1:1’s
- Conduct operation and P&L meetings with key managers to increase productivity levels
- Formalize a coaching and training platform that’s consistent, effective and measurable
- Shape company culture by living out agreed upon values, specifically ethics and integrity
Customer Retention Manager
DIRECTV
Boise, ID
03.1998 - 03.2012
- Responsible for motivating and developing up to 11 Team Leaders supporting 12-15 employees and coaching to exceed company key performance indicators
- Responsible for management of retention rates and customer churn
- Draft and issue corrective actions, update and maintain employee records, write monthly and annual reviews and facilitate weekly staff meetings
- Develop, organize and budget team and center incentives to assist in motivation of employees and/or improvement of opportunities
- Assisted with opening five new call types
- Responsible for motivating & developing up to16 direct reports. Draft & issue disciplinary actions, write monthly & yearly reviews & facilitate weekly staff meetings
- Develop, organize & budget team incentives to assist in motivation of employees and/or improvement of opportunities
- Compile weekly/monthly reports, organized & facilitated conference calls, draft & implement call type training & analyze best business practices while working with business owner’s objectives on call type trends with providing suggestions and solutions to improve performance
- Worked with both internal and external support departments, vendors, senior managers, business owners and directors with drafting business rules, company policies and procedures, presented operation reviews to senior management, directors and vendors on month end performance results and opportunities, followed up with leadership regarding any action items given with solutions to overcome opportunities, created cost analysis, drafted call flow charts and scripts, drafted presentation with identifying recommendations to improve call center reconnect rates, proficiencies and provide feedback on quality assurance and customer experience
- Forecast full time employee count, call volume, managed vacation calendar and forecasted job responsibilities for Customer Retention Outbound Department with maintaining penetration, contact rates and other key metrics
- Assisted in the creation and implementation of a quality assurance process and established monitoring guidelines for Customer Retention Outbound Department making sure business needs and the customer service experience was outstanding on every call
- Assisted with creation and implementation of employee scorecards and minimum standards for Department
- Worked with reporting department to create and implement call type reporting to analyze data needed to measure performance, reconcile reports and analyze best business practices
Assistant Chief Financial Officer
Eberle, Berlin, Kading, Turnbow And McKlveen Ctd
Boise, ID
11.1992 - 11.1996
- Responsible for all client billings
- Posting of daily deposits
- Trust checks and deposits
- Responsible for bad debt & collection activities
- Managed and lease agreements including collections on firm owned property
- Recognition specialist responsible for company activities, gifts and recognition
- Accounts payable for medical reimbursements
- Coordinator for medical insurance, benefits and retirement investments
- Coordinator for continuing education and trust certification for yearly continuance of Bar Association and Licensing
Education
High School Diploma - Lead Based Paint
Lead Tech
2014
Skills
- Financial planning, forecasting, growth strategy and business development
- Creating Key Performance Indicators, development of staff to understand KPI's and business impact for every level of the business
- Advertising, marketing strategy, brand awareness for all mediums
- Process improvement, creation of standard operating procedures and best practices that are repeatable, scalable with accountability
- Human Resources (HR), recruiting, hiring, firing, bonus plans, annual review assessment and payroll
- Sales Management, negotiation skills, Co-Op Management and management of vendor relationships
- Development Coaching of baseline employees on up to Senior Management
- Customer Relationship Management (CRM)
- Operations Management
- Team Building
- Certified Color Code Personality Trainer
- OSHA and LNI Experience
Timeline
General Manager
Idaho Geothermal, Heating And Air
05.2022 - Current
Operations Manager
Mainstream Electric, Plumbing, Heating And Air
03.2020 - 05.2022
General Manager
Perfect Plumbing, Heating And Air
01.2013 - 02.2020
Customer Retention Manager
DIRECTV
03.1998 - 03.2012
Assistant Chief Financial Officer
Eberle, Berlin, Kading, Turnbow And McKlveen Ctd
11.1992 - 11.1996
High School Diploma - Lead Based Paint
Lead Tech