SCOTT BONE
Mountain Valley Plumbing and Heating
Fort Collins,CO
23
Years of experience
Managed office operations with expertise in customer communication, fleet management, and inside sales supervision; oversaw building permits, cost-per-lead tracking, and office operations.
Work History
Office Operations Manager
11 Months- Responsible for Customer Communications
- Marketing
- Lead Tracking
- On Boarding New Hires for the entire company
- Dispatch Department - assigning jobs to the correct technician for their abilities and which technician has the best chance for the highest revenue
- Hiring, training, and managing both Outbound, Inbound job scheduling, Inside Sales, and Dispatch Departments
- Inside Sales Department - Follow and sell unsold estimates from technicians and sales people and assign each of the inside sales team member to assist in closing unsold estimates
- Fleet - over-see 15 vehicles, scheduling repairs, oil changes, tires, assigning vehicles, tracking, and updating gas cards
- Pulling and tracking City/County Permits
- Updating and applying for City/County Licensing
- Account Payable and Receivables (Collections and Update with payments made through Greensky, online, over the phone, and through the mail)
- Manage Warehouse, place orders, and manage all parts runners
- Track, update, and manage uniforms and the uniform account with our uniform supplier
Sewer and Drain Technician and Office Manager
11 Months- Perform plumbing repairs
- Clear clog drains
- Sold the most mainline sewer jetting than any person in the whole company totaling $75,000 in jetting revenue
- Was moved into the Office Manager Position
- In charge of but not limited to Handle ALL Client Concerns
- Manage both Outbound and Inbound call scheduling departments
- Manage inside sales - selling unsold estimates from technicians and sales people
- Manage Dispatch department
Inside Sales Account Manager
5 Years 4 Months- Drain and Plumbing Technician
- Between June 2022 - Dec 2024, Sold $411,250 in my own revenue and flipped nearly $4,000,000 to other departments to collect revenue
- Clear slow and clog drains using three (3) different drain machines
- Perform plumbing repairs and installs
- Inside / Outside Sales, Account Manager, and Closer
- Department Captain Aug 2019 - May 2022
- Make outbound calls, send texts and emails...
- Book, confirm, reschedule, appointments
- Call clients regarding open estimates to sell, close, and to work closely with Dispatch to schedule
- Sell Memberships to past and current clients
- Monitor department KPI's in conjunction with the overall goals
- Interview, hire, train, manage team members
- Create scripting, SOP's (Standard Operating Procedure) for Department Manager Responsibility, fellow team responsibility depending on the level of experience, create future ideas for both department manager and team members
- Supply quality assurance feedback to team members
- Submit coaching opportunities to other department Coaches (Managers) and their team leaders regarding feedback to support the company's core values and policies and processes
- Call and close on unsold estimates after specified lapse in time since service tech or project manager's last communication with client
Commercial Service Representative II
1 Year 3 Months- Commercial Insurance Representative responding to 35-40 calls and the same with emails, answering questions and resolving concerns about policy coverage and changes, billing, payments, reinstatements, and cancellations for policy holders, agents, and mortgage companies.
- Consistently received superior customer service ratings for information and service.
- Recognized for handling difficult callers with respect and tact. Able to build trust by listening and respect.
- Followed-up calls with clear and concise email documentation
- Managed account updates, service requests, and documentation while maintaining data integrity.
- Resolved customer inquiries and service issues with accuracy, professionalism, and prompt follow-up.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
Licensed Personal Lines Insurance Rep
3 Years 1 Month- Answered 40-50 calls and/or emails daily with questions and concerns from agents, policy holders, and lending companies about insurance coverage and policies for home, auto, boat, motorcycle, condo, and other personal insurance options.
- Explained coverage choices to customers for cross-sell and up-sell packages.
- Took payments and issued refunds.
- Met and exceeded cross-sell and up-sell sales goals.
- Passed Personal Lines Insurance Specialist exam with 'A' grade on first try. Recognized for product knowledge and customer service.
Kitchen Leader/Chef
9 Years 1 Month- Promoted through positions of increasing responsibility including saucier and kitchen leader roles.
- Oversaw a staff of 10 serving ~350-500 lunch customers and assisted as needed with dinner service for ~700-800 customers daily.
- Assigned, trained, and mentored employees at line and prep stations.
- Recognized as best in class within the company and best saucier within the location's history.
- Placed, balanced, and received inventory; opened and closed restaurant; oversaw cleaning operations.
Education
Associate of Applied Science - Graphic Arts
Associate's degree - Business Management
Skills
Inside sales
Supervising and Management
Managing building permit
Cost per lead tracking and reduction
Customer service and communication
Microsoft Office
Multiple phone lines
Office administration
Facilities management
Fleet management
Personal Information
Title: OFFICE OPERATIONS MANAGER
Timeline
Office Operations Manager
Mountain Valley Plumbing and Heating
11.2025 - CurrentRead More
Sewer and Drain Technician and Office Manager
Mighty Plumbing & Heating
12.2024 - 11.2025Read More
Inside Sales Account Manager
Lion Home Service
08.2019 - 12.2024Read More
Commercial Service Representative II
NATIONWIDE INSURANCE
10.2017 - 01.2019Read More
Licensed Personal Lines Insurance Rep
SAFECO/LIBERTY MUTUAL
04.2013 - 05.2016Read More
Kitchen Leader/Chef
EARLS RESTAURANT
04.2004 - 05.2013Read More
ART INSTITUTE OF DALLAS
Associate of Applied Science from Graphic Arts
Read More
COLLIN COUNTY COMMUNITY COLLEGE
Associate's degree from Business Management
Read More