Mike Oliver
Fort Collins,CO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations and relationship-building skills. Adept at driving organizational growth and excellence, leveraging critical thinking and leadership development skills throughout my career to champion continuous improvement.
My tenure is marked by fostering teamwork, spearheading training programs, and achieving significant performance enhancements, demonstrating a profound impact on business operations and stakeholder relations.
Overview
9
9
years of professional experience
Work History
Regional Trainer
Clarion Home Service Group
07.2024 - Current
- Established culture of continuous improvement within the organization through regular evaluation and revision of training materials based on feedback from participants.
- Design and facilitate training programs for business acumen, sales, and customer experience.
- Create and deliver impact analysis to executive team, tracking business and individual KPI performance.
- Achieved consistent positive feedback from trainees by utilizing interactive learning techniques during sessions.
- Facilitated training events, resulting in improved team performance and collaboration across departments.
General Manager
NOW Heating And Air, Clarion Home Service Group
06.2023 - 07.2024
- Empowered a team of long-time employees through transition after company acquisition to grow technical and business knowledge while adopting change.
- Implemented key changes including: New CRM, marketing partner shifts, price book overhaul for 3 trades sales/service/maintenance/installation, offshore accounting partner, pay plan changes, benefits and HR practices.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and implemented strategies to increase sales and profitability.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
Value Stream Manager
Allen Services, Clarion Home Service Group
01.2021 - 06.2023
- Established standard work procedures to maintain consistent quality levels across service lines.
- Facilitated communication between departments, fostering collaboration and alignment towards shared objectives.
- Led cross-functional project teams in the execution of projects aimed at improving overall business performance.
- Optimized resource allocation by effectively balancing demand with available capacity.
- Championed safety initiatives, promoting a culture of workplace safety awareness among employees.
- Spearheaded cost reduction initiatives, identifying opportunities for waste elimination throughout the value stream.
Assistant General Manager
Roto-Rooter Plumbing & Water Cleanup
03.2020 - 01.2021
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Motivated, trained, and disciplined employees to maximize performance.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Facilitated team meetings to discuss targets and strategies, fostering collaborative work environment.
- Trained and guided team members to maintain high productivity and performance metrics.
Department Manager
Roto-Rooter Plumbing & Water Cleanup
10.2018 - 03.2020
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
Licensed Plumber
Roto-Rooter Plumbing & Water Cleanup
12.2015 - 12.2018
- Consistently exceeded sales goals.
- Company Certified Field Trainer and Team Lead. Directly supported group of employees from multiple departments through training, KPI review, coaching and team activities.
- Provided exceptional customer service throughout the duration of each project, addressing concerns promptly.
- Reduced callbacks for repairs by ensuring accurate and thorough work on all plumbing jobs.
- Increased client trust by providing transparent communication on job progress, costs, and timelines.
- Assisted in training new team members on best practices for various types of plumbing installations.
Skills
- Critical thinking
- Teamwork and collaboration
- Problem-solving
- Excellent communication
- Attention to detail
- Active listening
- Continuous improvement
- Performance improvement
- Change management
- Training development
- Stakeholder relations
- Leadership development
- Analytical thinking
- Strategic planning
- Presentation skills
Accomplishments
Through the years I have had the opportunity to lead and collaborate with great teams on major projects. Led team in developing new price book implemented in 12 companies for multiple trades. Created and enforced pay plans for several job types that affected hundreds of employees. Created and facilitated learning and development programs for field and leadership personnel at enterprise level.
Growth, change management, and and business development have been at the forefront of my experiences. Worked in acquisition markets with both Roto-Rooter and Clarion Home Service Group. Gained a reputation for dealing with adversity, building trust, and growing the business in turbulent environments.
Timeline
Regional Trainer
Clarion Home Service Group
07.2024 - Current
General Manager
NOW Heating And Air, Clarion Home Service Group
06.2023 - 07.2024
Value Stream Manager
Allen Services, Clarion Home Service Group
01.2021 - 06.2023
Assistant General Manager
Roto-Rooter Plumbing & Water Cleanup
03.2020 - 01.2021
Department Manager
Roto-Rooter Plumbing & Water Cleanup
10.2018 - 03.2020
Licensed Plumber
Roto-Rooter Plumbing & Water Cleanup
12.2015 - 12.2018
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