Steven Clinton

• Responsible for all installation and warehousing activities post sale.
• Manage all aspects of all projects including employees, subcontractors, vendors, logistics, fleet and warehouse activities.
• Developed and implemented strategies to maximize customer satisfaction by streamlining the follow-up and accountability process.
• Identify consistent problem areas within the business in whole, provide root cause analysis and action plans to ownership to streamline the sales, admin and ordering processes.
• Reduced turnaround time for project completion through effective resource allocation and team management.
• Build and maintain relationships and connections to nurture long term relationships resulting in no subcontractor or vendor turnover and a high volume of repeat business and referrals.
• Provide excellent problem-solving skills and customer service to our customers ultimately raising our Facebook score from 3.5 to a 4.8 and our Google review score from a 3.0 to a 4.6 resulting in being awarded the Best Flooring Company four years in a row by Walk Score.

Working directly for the C.O.O. and President of the company my responsibilities included but were not limited to:

• Management of daily operations of Pacific Northwest Division through two Regional Managers. This includes 28 full-time employees with an average of 100 subcontractors.
• Executive level problem resolution. This includes escalated customer concerns, regulatory concerns, legal escalations. Ensure these issues are resolved prior to small claims court or mediation.
• Executive level negotiations and decision making including employee pay and incentive structure based on market, subcontractor pay-rates based on market and performed appropriate research to create baseline for each location.
• Held daily production metings with management teams to ensure all business needs are being meet and strategize for for any potential upcoming challenges. Ensure long term goals are being met and confirm action timelines are being met.
• Held weekly Regional meetings to review each region specifically. This includes all employee concerns and progress, progress with "next up" employees and mentorship, P&L results and challenges, Production results and challenges. Perform root cause analysis on concerns and create action plans to overcome them.
• Successfully executed expansion of original business (Colorado, New Mexico and Wyoming) to the Pacific Northwest to add locations in Washington, Idaho, Oregon and Montana. This included four Service Centers ten warehouse locations and staffed all locations accordingly.
• Led regional teams to outperform original company locations within one year, eliminating debt from expansion while improving P&L results, Voice of the Customer scores, and achieving overall volume increase with reduced cycle times.
• Created and implemented process improvements that resulted in 20% reduction in initial customer complaints and significantly improved employee efficiency.
• Worked directly with Human Resources department to create employee improvement plans, succession plans and was involved in mentorship program for new potential managers.
• Tasked by Executive Leadership to plan and execute the elimination of two nonprofitable business divisions. This was completed and the company ended in profit positive position in both cases.

Responsible for the overall day-to-day operations of the installation/production teams for
Sears Holdings Corporation in the
district locations of Miami, Jacksonville, New Jersey, Boston and Washington DC.
These responsibilities included the following:

• Hired and trained installation and production personnel on company policy, procedures, project coordination, and district administration.
• Led teams of employees ranging from 1 to 28 to produce profitable business results while maintaining Customer Satisfaction Score above 80%.
• Hiring and training installation personnel and production personnel (employees) on company policy, procedure, and efficient project coordination and district administration.
• Created and enforced process changes to enhance efficiency and ensure regulatory compliance.
• Resolved all customer complaints and concerns once Upper Management has been requested. This responsibility included general customer complaints and collaboration with regulatory department on 93A casework, BBB complaints, Attorney General
  Complaints, Consumer affairs complaints, Small Claims cases and Lawsuits.