Blake Leaist Email & Phone Number

Hamilton, On, Canada

Currently, I am working as a Network Consultant and am building a comprehensive contractor service network for a major US entity. Responsibilities include: negotiate pricing with contractors, submit contracts, define service area and compile needed documentation for project execution.

During my time with this firm, I spearheaded daily operations for national product repair services establishing company objectives and strategic plans. I governed three regional direct reports, 20 service units consisting of 130 technicians and 1,000 contractors throughout the nation, and I supervised the work and results of Dispatch, Contractor Desk and Technical Support Staff. My most noteworthy achievements have been the following: I decreased customer escalations by 35% through gap analysis and team coaching. I slashed contractor expenses by 10% by carefully reviewing labor, parts and mileage charges against the national average. I invented an enticing compensation model/program that transitioned Technicians from employees into worthy business partners. I ameliorated labor sales in home by 25%. I enhanced Technician productivity by 20% thereby increasing the national KPI score from 4.2 to 5.2 completed calls per day, and I spearheaded the design of a mobile workforce solution.

When employed with Sears Canada, I served as the senior adviser to the Vice President of Field Operations ensuring accountability. I championed a talent team of three Performance Analysts, three Process Managers and one Business Analyst in the identification of opportunities to increase revenue flow and maximize business capacity. I pioneered an end-to-end gap analysis, which optimized processes from call intake through call completion. I performed Installed Sales Business gap analysis, which helped to discover areas of gross profit erosion, and I partnered in the development of a product repair standard operations or SOP manual that standardized service delivery practices. My greatest contributions were the following: I advanced completion of service calls by 15%, and I governed the transition of mobile application from an Intermec device to a tablet.

In this position, I instituted a Technical support desk team consisting of 12 Senior Technicians and 30 Parts Ordering Associates thereby hiring, training and mentoring all personnel in an effort to enhance team performance, efficiency, and work processes in the mission of maximizing revenue, reducing expenses and delivering white glove customer service. I authored a process and procedures manual for staff personnel to follow, and I designed and implemented a National Capacity Planning Tool, which established the number of calls to conduct in a day.

When employed with Reliance Home Comfort, I was charged with responsibility to spearhead tri-city operations, service and installation of HVAC and water heaters in the Guelph, Cambridge and Kitchener areas. I managed a team of three supervisors, 45 unionized staff including 23 technicians, 12 HVAC installers, 10 water heater installers and eight contractors, and I directed the wireless solutions implementation and pilot project testing for service calls. My greatest achievements were the following: I governed a $5.4M operating budget thereby generating $31.2M/year in profit. I heightened unit profitability by 2.3% in six months timing, and I recovered $94K of unaccounted supplies by reviewing warehouse orders and other process issues.