Nathan Duell
Naples,FL
Summary
Dynamic leader with a proven track record at Reimer Home Services and All Star Plumbing, excelling in strategic business planning and team leadership. Spearheaded operations transition, department additions, and a 40% revenue increase, maintaining a 4.9/5.0 Google rating through exceptional customer service and staff development. Expert in KPI tracking and revenue generation, fostering a culture of excellence and integrity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Manager
Reimer Home Services
11.2023 - 10.2024
- Worked closely with Reimer General Manager to transition all operations of All Star Plumbing. This transition included such tasks as converting employees to new pay plans, implementing a new service software, creating a new organizational chart, hiring key players to make my exit seamless.
- Added Drain/Excavation department.
- Led a team of 15-20 employees through the good times and the bad. I made it my mission to create a culture of family, teamwork, excellence and integrity.
- Facilitated growth of Plumbing department revenue by over 15% within 10 months.
- Generated a profit margin of 25%-30% month over month by tracking KPI's, training weekly on soft skills as well as technical skills, performing monthly 1:1's and ride-a-longs with each technician.
- Assisted with addition of HVAC department.
- Increased overall business revenue by over 40%
- Resolved customer complaints in professional and timely manner to keep our 4.9/5.0 star google rating constant.
- Hired, trained and supervised team of service staff members to meet business goals.
Owner/President
All Star Plumbing
06.2016 - 11.2023
- Started business as a one man operation.
- Over the next 7 years, I was the licensed Master Plumber, CSR, Bookkeeper, Service Manager, Warehouse Manager, Install Coordinator, Customer Service Manager, Marketing Manager, Fleet Manager, and More.
- Grew my loyal customer base consistently by offering 5 star service on every job.
- Hired and trained new technicians
- Hired and trained office staff
- My mission was to change the experience of hiring a plumber for the customer, to make each service visit a collaboration between customer and technician where we educate the customer on all available options and work together to choose the best solution for them at that time and lastly to create a place where the technician could thrive and earn a six-figure income they deserve.
- Grew Company to over $3M in sales with a double digit profit margin and over 700 club members.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Developed and maintained strong relationships with vendors ultimately increasing our buying power.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Sold All Star Plumbing to a Private Equity Firm where I would stay on as the Plumbing Manager for the next year.
Education
Bachelor of Science - Industrial Economics
Union College
Schenectady06.2003
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Employee Training and Development
- KPI Monitoring
- Staff Motivation
- New Employee Hiring
- Staff Management
- Service Quality Management
- Goal Setting
- Estimating and Quoting
- Technical Troubleshooting
- Continuous Improvement
- Inventory Management
- Cost Estimates
- Interpersonal Relationships
- Coaching and Mentoring
- Staff Training and Development
- Culture development
- Revenue Generation
- Business Development
Certification
Licensed Master Plumber, City of Schenectady, NY
Licensed Master Plumber, City of Albany, NY
Timeline
Service Manager
Reimer Home Services
11.2023 - 10.2024
Owner/President
All Star Plumbing
06.2016 - 11.2023
Bachelor of Science - Industrial Economics
Union College
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