Operations Manager
Dallas, Texas, United States
● Hired, trained, coached & directed accounting, dispatch, CSR teams and 6 managers/supervisors● Negotiated contracts with vendors resulting in rebates, credits, price holds & co-op for the company● Implemented dispatch walk off process & priority system resulting in higher avg tickets & conversion● Automated a majority of interoffice processes & payroll using MS Teams, PowerAutomate & PowerBI● Transitioned centers to platforms for review management, fleet management, & personality analysis● Executed operational adjustments resulting in 40% margin increase for plumbing service & install● Implemented new comp plans resulting in higher margins and more technician accountability● Implemented Divvy to automate expense reports & eliminate data entry for credit card transactions● Managed & led HVAC Sales to 48% average leasing conversion and 26% increase in YoY ASP● Oversaw a $3M Adjusted EBITDA company turnaround in 13 months with 30% less employees YoY● Transitioned HVAC Sales/Install to High Efficiency Equip. & maintained 98% HE as a % of sales● Managed multiple equipment/material consignments of over $2M with no shrinkage or overages● Communicated extensively with CSR, Dispatch, Marketing, Management, Install, & Tech teams● Interacted frequently with service orgs such as Nexstar and mentored contractors in Service Nation● Identified opportunities for efficiency within existing customer facing processes & executed change● Implemented new handbook/driver/safety policies reducing work accidents from 17 to 2 in one year● Documented policies and procedures to be adopted across platform companies for Granite Comfort● Altered technician/plumber training process leading to higher avg tickets, conversion rates & sales● Implemented new technician processes leading to 330% increase ($1M) in IAQ sales YoY● Implemented changes to leasing model to allow leases of partial systems, mini splits & accessories